Here at the Customer Engagement Club we are building the largest and most influential global community of senior executives looking  to implement strategies that build consistent, relevant and mutually beneficial relationships with their customers across all channels.
I invite you to  Join our Club  and community.

Steve Hurst, Editorial Director, steve@ictcomms.com

Will London be ready for customers in 2012?
While controversy still rages over the Commonwealth Games currently being staged in Delhi concerns are being raised about whether service levels in the UK will be up to scratch for the London 2012 Olympics and the long term damage it could do to the economy

 

---

FEATURE: Passport to success
Every year around 350,000 UK citizens living outside of the UK apply for new or replacement passports. When they need help or want an update on how their application is progressing, they call Careline

 

---

How employee engagement boosts the bottom line
Increasing employee engagement improves absenteeism rates and take-up of benefit packages according to new research. The report also finds that the benefits of a high employee engagement level can be significant to a company's bottom line

---

Customers want to cross the channel(s)
New research shows the majority of UK consumers demand better cross channel integration from customer service companies

 

---

Employee Engagement Directors Forum, 25th November 2010, London
A one day event focusing on best practice and how employee engagement can increase productivity, help retain staff and customers and boost the bottom line. More information 
REGISTER for Employee Engagement Directors Forum

---

FEATURE: The social experience - respect your customers and be realistic
Social media is all the rage these days. If you are not on the dominant social media sites you simply do not exist. While social media pundits tout reductions in service costs and marketing expenses as financial benefits, as with any other hype, the promise is often greater than the reality says Lior Arussy.

---

Customer complaints rocket as contact centres pick up the pieces
Complaints to UK banks' contact centres increase more than fourfold since recession began but the vast majority of complaints to contact centres across industry sectors relate to failures in other parts of the organisation says major new report

Mobile channel on the up and up
Mobile is finally coming of age with more and more consumers using their devices to purchase from and interact with companies

Lack of leadership and people skills hitting UK competitiveness
CIPD is responding to skills consultation with call for government-led campaign to tackle the leadership and people management skills deficit undermining UK competitiveness

CIPD to investigate employee engagement
Survey will allow firms to assess their staff reward and benefit strategies for the year ahead and give them a greater understanding of issues such as employee engagement

One in three Gen Y’s would rather be unemployed than work in a call centre
Sodexo Motivation Solutions new survey highlights Generation Y's (employees aged 16 to 28) finds that more than half of Generation Y employees are looking to leave their jobs within a year.