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Should Twitter be a part of your customer engagement strategy?

We would all agree that retaining customers is a given, particularly in today’s tight economic circumstances. So we have to find ways of ensuring that customer expectations are met, first time, every time. That means developing systems which support every sort of interaction, with the same sort of targeted response metrics. The conventional call centre […]

Should Twitter be a part of your customer engagement strategy?

We would all agree that retaining customers is a given, particularly in today’s tight economic circumstances. So we have to find ways of ensuring that customer expectations are met, first time, every time. That means developing systems which support every sort of interaction, with the same sort of targeted response metrics. The conventional call centre […]

Using communication to automate business processes

This does not mean working them harder which would be demotivational, but ensuring they have the information to hand to complete the task right first time, which in turn is positively motivational: staff are rewarded by seeing the job done, not frustrated by failing to complete a task.   To improve overall productivity you need […]

Using communication to automate business processes

To be successful, a business has to control costs. In a people-intensive enterprise, that means ensuring your staff are achieving maximum productivity says Dave Paulding of Interactive Intelligence   This does not mean working them harder which would be demotivational, but ensuring they have the information to hand to complete the task right first time, […]