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Merchants offers new contact centre service

Merchants, best known in the UK for its offshore outsourced contact centre services, has launched a radically new and different service to the UK customer management industry.  ‘Contact Centre as a Service’, will give organisations direct access to best-in-class contact centre technology on an ‘on demand’ basis, avoiding the need for large scale capital investment. […]

Cloud good for UK business

Despite the economic outlook, recent research – commissioned by Microsoft – predicts that 18% of European SME’s are planning to invest in new technology in the next twelve months. The reason why? Because developing ‘Cloud technology means that they achieve more computing power for less money. “Computer networks have evolved over the years from separate […]

Obama and Romney trade outsourcing insults

Three weeks ago, the Obama campaign began seizing on a Washington Postreport that US presidential rival Mitt Romney's Bain Capital invested in companies that outsourced jobs to China and India Romney and his campaign have employed a counterattack: They're now saying that President Obama is an outsourcer, too.  The gist: "I'm rubber; you're glue -your […]

Employee engagement on the up

According to the 2012 Trends in Employee Global Engagement report issued by human resources consulting firm Aon Hewitt. It was a modest ascent, with 58% of global employees engaged in 2011 compared with 56% in the previous year, but the percentage reverses years of declining levels. Engagement levels also vary widely by region, with fully […]

B2B companies struggling with engagement

A survey from PR firm Waggener Edstrom revealed 82 per cent of marketers are using video with the majority (61 per cent) creating corporate videos. Around half of the respondents use it to extend their marketing campaigns (49 per cent) and for internal communications (43 per cent). While a high percentage of marketers are using […]

Employee engagement more than ownership

The Institute of Customer Service has warned that the deputy prime minister's call to boost levels of employee ownership approach will not be enough in and of itself to boost staff engagement levels across UK plc. Nick Clegg has pledged to increase the productivity of UK business by increasing the number of companies owned by […]

Bank customers vote with feet

Angry customers of the so called ‘big five’ High Street banks including Barclays and RBS/NatWest are voting with their feet – and their wallets – and inundating building societies, credit unions and ethical banking alternatives with current account applications. This comes as calls for banking reform grow with greater competition seen as a way to […]

How to increase customer wallet share

Ipsos Loyalty has launched a new research solution designed to help translate CRM systems into increased share of wallet and, ultimately, greater share of market. Aimed at helping executives understand the share of wallet dynamics in their businesses, Ipsos Loyalty launched the new 'Wallet Allocation Optimizer' (WAO) solution. The new product is the result of […]