Latest posts

South Africa tops for contact centre outsourcing

Within South Africa, Cape Town is the leading city for BPO and the establishment of call centres for new international companies, as well being the preferred location for the expansion of various domestic and international operations in recent years. Cape Town plays host to a number of leading global brands including Amazon, ASDA, Bloomberg, British […]

Record number of empty retail premises on High Street

Stephen Robertson, British Retail Consortium Director General, said: "This new high in empty shop numbers really sets alarm bells ringing. It's the worst vacancy rate since the survey began in July 2011 and confirms that financial challenges for both customers and retailers are far from over. "Many retailers are battling stagnating sales and rising costs, […]

The changing face of customer loyalty

With the explosion of social media, loyalty has evolved. Consumers now shop differently, interact with brands differently, and transactions are very fast paced. The instant nature of social media means that when it comes to loyalty schemes, customers no longer want to accumulate points over a long period of time, according to by Stuart Evans, […]

Genesys goes for number One

Gensesys, a leading provider of customer service solutions, today announced Genesys One – a transformative customer service solution for the broader enterprise market. As part of a single software solution, Genesys One uniquely packages Genesys' world-class contact centre capabilities with innovative customer service best practices in the form of templates and applications, making it fast […]

Another new employee engagement initiative

An innovative new membership organisation has been created to promote and improve employee and workplace relations in the UK. Underpinned by a programme of professional qualifications from a leading UK Business School and a set of minimum standards, the Institute aims to enhance the practical skills and competence of managers and employee representatives in all […]

Younger customers go social when service fails

An independent survey of 1,000 UK consumers revealed that whilst the majority of UK shoppers seek customer service support by email (49%) or phone (43%), younger shoppers are highly likely to turn to social channels when these touch points fail, with 46% of under 25s and 33% of 25-33 year olds using social to air […]

Employee Engagement Task Force website goes live

The Employee Engagement Task Force has launched its Engage for Success website, which includes case studies, research, tools and tips on how to better engage employees two weeks ahead of schedule The website is a free-to-use national resource, which aims to help leaders and managers take practical action to engage their staff. David MacLeod and […]