Latest posts

WeQ4U pays the Dragons a call

Entrepreneur Matt King, who has invented a revolutionary new system to eliminate annoying call centre queues, is pitching his invention on the BBC TV show Dragon’s Den on October 21. Matt is the brains behind WEQ4U, a smart free app which saves people from being held in annoying queues at call centres. Since its launch […]

Social media and employee engagement a missed opportunity

While many firms are investing in a strong social media output, or indeed focusing their entire marketing strategy through digital and social platforms, a communications disconnect can be found at the centre of many large organisations. The latest research from recruitment solutions provider Hyphen shows that UK organisations are failing to harness the potential of […]

Confusion over noise level laws for contact centres

New research unveiled by audio device experts Jabra reveals a worrying level of confusion surrounding compliance with EU Control of Noise at Work legislation, designed to protect employees hearing from excessive noise at their place of work. Less than one in three managers (32%) say their contact centres are compliant with the EU legal guidelines. […]

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 […]