I recently spotted some new research from Salesforce, which might be welcome news for marketers but should send a shiver down the spine of anyone involved in running a contact centre. Why? The research, which discovered that 88% of UK marketers plan to increase or maintain their marketing budgets for 2015, also found that marketers are increasingly shifting their focus into new territories, including customer experience, journey mapping and social media engagement.

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Many companies invest a lot of money in their Voice of The Customer programme in their efforts to find out how to improve the customer experience.  However, with thousands of conversations going on every day with customers, I always find it surprising that organisations forget to consult the people who could provide the most useful […]

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The short answer is “of course there is”. Sentiment is a view or opinion, either held or expressed. When these views or opinions come from your customer, it’s key that they are understood in context as customers are humans and humans are complex. A view or opinion is formed from specifics and ergo a sentiment is not general. Therefore understanding a generalised sentiment is a kin to understanding a teenager’s view on why something is cool.

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I recently came across an article by Charlie Mullins – founder of Pimlico Plumbers and one of the UK’s most outspoken and controversial businessmen – bemoaning the fact that Brits are 30 per cent less productive per person than the average German or American. In fact if you take all the G7 economies we are 21 per cent below the average of the other six. Well yes, I can hear you saying, but what are we supposed to do about it?

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We’re excited to share the news that EvaluAgent has been announced as a finalist in the inaugural UK Employee Experience Awards 2014. We’ve been shortlisted in two categories; Contact Centre and also the Employee Engagement – Delivering Culture Change categories for our work with Atos and NS&I. The Awards, owned by the operators of the […]

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