1.       Tracking key metrics through Customer Feedback Collecting customer insight using real time customer feedback applications means organisations can instantly measure metrics such as Net Promoter Scores, agent performance and Customer Effort Scores. 2013 looks set to be the year when major organisations really start to...

THE RISE IN CLOUD BASED SYSTEMS Lancaster House hosted some of Britain’s technology industry during the Olympic Games. The former chief executive of Autonomy, who are one of Britain’s most successful technology companies, Mike Lynch, took to the stage to speak about key trends he believes will...

Middle class consumers are opting for old style payment now called in-store credit. The Finance and Leasing Association show that the modern form of hire purchase, store instalment credit, has risen by 25% in the second quarter of 2012 compared to the same quarter last year.  In...

TYNE TUNNEL A four month training programme was provided to TT2 Ltd, the organisation in charge of both tunnels, by B-Skill who were appointed to help improve customer satisfaction for the new Tyne Tunnel opening. B-Skill helped deal with complaints and customer interaction as work neared an...