Latest posts

Social media missing on employee engagement

Much has been made of the potential of social media when it comes to employee engagement but research has revealed that employers are failing to harness this power. Two-fifths of workers would be happy to talk to their line manager over Facebook, and a fifth say they would tweet the head of their department and […]

Customer feedback just being wasted

Ventana Research’s latest Benchmark Research on The Role of Feedback in Customer Experience Management is designed to gain insight into how customer feedback can be better utilized to enhance the customer experience and deliver business value through a broader understanding of the consumer. The proliferation of new communication channels makes it possible for consumers to […]

Olympics a working from home bonanza

Fears before the Olympics that more than one million sports mad visitors to Britain would swamp the digital infrastructure of the Country and bring public transport to a halt have proved totally unfounded according to a leading UK IT entrepreneur. “ ISP’s have held up fine despite the massive increase in users,” said Gary David […]

QuestBack on social media mission

Hypatia Research Group has ranked QuestBack a top performer among 24 Social Analytics & Intelligence (SA&I) vendors in its 2012 GalaxyTM Vendor Evaluations. In the report titled "Social Analytics & Intelligence: Converting Contextual to Actionable Insights," Hypatia Research cites QuestBack’s solid corporate vision and the power of its solutions to help organizations utilize social channels […]

Nine in ten employees ‘engaged’ at work

A study by HR consultancy ETS has found almost nine out of 10 employees describe themselves as being ‘engaged’ at work.  Of this number, 30%of employees say that they are 'highly engaged'. The research, which features UK-based workers and was carried out by HR consultancy ETS, confounds suggestions elsewhere that employee engagement is low. This […]

British Gas goes large on customer feedback

The "Your World" panel will include other companies' customers as well as those of British Gas. It follows on from a nine-strong customer board chaired by Uswitch head of consumer policy Ann Robinson, which was set up in 2010. Ian Peters, managing director of residential energy at British Gas, said: "Our customers are already seeing […]

Tesco Bank and BT contact centre pioneers

How do you know your customer contact centre planning function is doing a good job? BT, NHS Direct, RBS, RSA and Tesco Bank have launched the new business accreditation framework, developed by the Professional Planning Forum and its members; a process that is designed to give external, independent evidence about the success of an organisation’s planning […]