Adoption of IP (Internet Protocol) communications has not yet reached a critical mass, with businesses failing to see the benefits beyond telephony cost savings.
A report from industry analyst IDC says that 50 per cent of businesses familiar with IP are not adopting it within their organisation.

Paramount Restaurant Group has launched a customer insight programme to help it hone and improve the experience offered to diners
The programme, developed in conjunction with Empathica, will see customers given a business card invitation which invites them to deliver honest feedback...

"We would like to improve our multi-channel communications so have looked at several systems that fit our requirements. They are all offered as Software as a Service. Is this a wise move? We are concerned about data integrity and losing control"
I will have to make some assumptions, and also start with a warning...

The requirement to conduct blended phone, online and computer assisted feedback programmes has led rc - research and consulting to invest in technology from Confirmit
rc needed a way to understand and poll opinion from its growing customer base...

UK has become nation of switches, costing businesses £3.39 billion
Three out of four consumers has shifted to a new supplier in the past two years according to research carried out by Professor Merlin Stone of Oxford Brookes University, amounting to 20 million lost customers...

Confirmit Horizons has been selected by Viacom Brand Solutions International to support the rebranding of the My MTV consumer research panel
CS is told the creation of a new interactive survey for My MTV is expected to enhance the user experience and survey completion rates for 4,200 unique MTV panellists...

“I’m manager of a customer service operation supporting a retailer. We’re being asked to ‘significantly’ improve our customer satisfaction figures but with no extra budget. How am I supposed to lift morale under these conditions?”
This is a seemingly impossible scenario to negotiate, but one which is familiar to all too many...

Convergys Survey shows the extent to which social media criticism is deciding the customer landscape
One in three customers will share a bad experience ‘virally’, and 30 per cent of those exposed to this information online will actively avoid the company which has been criticised...

With the dark days of 2009 firmly behind us, our features for this January allow us to cast an expectant eye over the business horizon and examine some of the issues dominating the customer service agenda
Cloud computing has for many become the phrase de jour...

Airline criticised by Office of Fair Trading for profiting from ‘grey area’
Ryanair has been accused as acting ‘outside of the spirit of the law’ by making a £5 admin charge virtually unavoidable for customers. John Fingleton, chief executive of the OFT said the levy, which now applies to Electron cards as well as credit or debit cards...