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National Express launches Customer Charter

The UK's largest coach company turned 40 this year, having formed in 1972 with 300 vehicles and 13 million annual passengers – today National Express employ 4000 people across Britain and carry over 18 million customers. To celebrate their landmark birthday National Express joined UK Customer Service Week to officially launch their first Customer Charter […]

QuestBack finds its own social niche

QuestBack, a global leader in enterprise feedback management and social customer relationship management has been positioned by Gartner, Inc. as a Niche player in the 2012 Magic Quadrant for Social CRM, 2012. According to this Gartner Magic Quadrant new report authored by Adam Sarner and Ed Thompson: "Social CRM works only if users voluntarily participate […]

Only one in four contact centres offer seamless service

A new White Paper charting current Contact Centre progress in dealing with new media from Genesys finds that while UK contact centres recognise the inevitable rise of multichannel communication, just 27 per cent feel that their agents could process enquiries seamlessly between channels. The White Paper is based on an independent study carried out in […]

Only one in three organisations into employee wellbeing

Two thirds of organisations have yet to adopt any sort of wellbeing programme despite the majority of firms understanding the related business benefits, research finds. The study from Edenred and EnergiseYou revealed that while the majority of organisations (66%) make the link between employee engagement and wellbeing, only a third (33%) follow through with a […]

Employee engagement Task Force set to go live

The Employee Engagement Task Force, set up by PM David Cameron and which includes academics, consultants and research houses, is publishing the website providing advice, tools and networking opportunities to UK employers. The website will go live on 26 November and will be accompanied by a series of free workshops across the country. Taskforce co-chairs […]

Employee Engagement banana shaped at Groupon

Groupon has an annual engagement survey called Pulse, as well as monthly focus groups for staff to discuss what is working and what is not working in its benefits provision. Hailey Wojcik, HR director for Northern Europe at Groupon, said: “When employees are engaged with the process, they will be engaged with the business and […]