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Welcome to Loyalty MagazineLoyalty Magazine reports on customer retention,loyalty schemes, rewards, affinity, CRM, call centre issues, direct and viral marketing, mobile and internet channels for both B2B and B2C enterprises. It covers all global markets and business sectors, including retail, financial services, travel and hotels, telecoms and electronic commerce. |
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Friday, 21 October 2011European Call Centre & Customer Service Awards winners announced
Sage and John Lewis among winners
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Loyalty schemes will be directly affected by EU data reforms
 Countries in the EU are currently working on their responses to the complex policy proposals suggested for the handling and storage of personal data. The legislative changes currently underway are of critical importance to the loyalty sector. Jeremy Henderson-Ross, legal director and general counsel – EMEA for Aimia suggests companies should play an active part in the discussions.
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News - Contact CentresFriday, 08 July 2011Santander brings call centres home
Third biggest UK bank finally responds to customer complaints
Banco Santander, the UK’s third biggest banking group, is to move all its call centre operations back to the UK after widespread complaints from customers.
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News - Contact CentresTuesday, 01 February 2011Customers – and contact centres – get poor return from self-service strategies
Global customer self-service and multichannel contact centre research results
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News - Contact CentresThursday, 20 January 2011Amex makes big cuts to customer service facilities
American Express is planning major cuts in its global customer servicing network, with the loss of around 550 jobs.
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News - Contact CentresThursday, 23 December 2010Premier Inn plans speech recognition service
Solution to deploy in March 2011
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News - Contact CentresWednesday, 03 November 2010UK banking sector ignoring social media for customer service delivery
It sometimes takes an organization from outside of one’s area to state the obvious. This happened today when an East African call centre
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News - Contact CentresTuesday, 12 October 2010European Call Centre Awards winners announced
British Gas Cardiff gets triple accolade
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News - Contact CentresMonday, 04 October 2010Barclaycard outsources customer service operations
Five-year partnership with Indian company
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News - Contact CentresTuesday, 28 September 2010Under-fire Santander creates 400 call centre jobs
Santander, the financial services firm under fire for poor customer service, intends to create 400 call centre jobs in the UK.
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News - Contact CentresWednesday, 22 September 2010Businesses losing sales due to poor interaction
Nearly eight out of ten callers globally experience “poor voice quality” with in interaction with call centres
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News - Contact CentresFriday, 23 April 2010Geordie accent rated UK’s most friendly and trustworthy
Call centre survey finds North Easterners’ voices are most likely to put you in a good mood
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News - Contact CentresFriday, 08 July 2011Santander brings call centres home
Third biggest UK bank finally responds to customer complaints
Banco Santander, the UK’s third biggest banking group, is to move all its call centre operations back to the UK after widespread complaints from customers.
Read more ...
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News - Contact CentresTuesday, 01 February 2011Customers – and contact centres – get poor return from self-service strategies
Global customer self-service and multichannel contact centre research results
Read more ...
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News - Contact CentresThursday, 20 January 2011Amex makes big cuts to customer service facilities
American Express is planning major cuts in its global customer servicing network, with the loss of around 550 jobs.
Read more ...
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News - Contact CentresThursday, 23 December 2010Premier Inn plans speech recognition service
Solution to deploy in March 2011
Read more ...
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News - Contact CentresWednesday, 03 November 2010UK banking sector ignoring social media for customer service delivery
It sometimes takes an organization from outside of one’s area to state the obvious. This happened today when an East African call centre
Read more ...
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News - Contact CentresTuesday, 12 October 2010European Call Centre Awards winners announced
British Gas Cardiff gets triple accolade
Read more ...
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News - Contact CentresMonday, 04 October 2010Barclaycard outsources customer service operations
Five-year partnership with Indian company
Read more ...
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News - Contact CentresTuesday, 28 September 2010Under-fire Santander creates 400 call centre jobs
Santander, the financial services firm under fire for poor customer service, intends to create 400 call centre jobs in the UK.
Read more ...
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News - Contact CentresWednesday, 22 September 2010Businesses losing sales due to poor interaction
Nearly eight out of ten callers globally experience “poor voice quality” with in interaction with call centres
Read more ...
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News - Contact CentresFriday, 23 April 2010Geordie accent rated UK’s most friendly and trustworthy
Call centre survey finds North Easterners’ voices are most likely to put you in a good mood
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News - Contact CentresWednesday, 07 April 2010Centres rate call efficiency over customer service at their peril
Internal efficiency measures at UK call centres are well monitored through multiple metrics but customer service receives less focus, a new survey has found.
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News - Contact CentresWednesday, 09 December 2009One in five ‘ashamed’ of the way they speak to call centres
Foreign agents face brunt of hostility
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News - Contact CentresTuesday, 10 November 2009Less than one in 12 feel valued as customers
At a time when companies and their call centres should be working harder to make their customers happy and persuade them to continue spending their hard-earned cash, many seem to be getting it very wrong, according to new research published by Jacada.
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News - Contact CentresFriday, 09 October 2009Customer Care Excellence - Book Review
If you believe as King Solomon said in Ecclesiasties (1:9) that nothing is new under the sun, then Customer Care Excellence (by Sarah Cook) could just fit your requirements for an excellent guide to the best thinking and research on the subject of looking after customers.
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News - Contact CentresFriday, 25 September 2009Poor customer service costing £15bn a year
UK businesses lose a total of £15.3bn each year when customers defect and abandon their purchases as a direct result of poor customer experiences.
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News - Contact CentresWednesday, 23 September 2009Call centres failing in 'avoidable contact'
Contact centres, particularly in the public sector, are falling short in efforts to stop avoidable calls from customers.
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News - Contact CentresThursday, 03 September 2009Multi-lingual centre for Harley-Davidson
Marketing agency arvato loyalty services has launched a multilingual contact centre for Harley-Davidson to help drive sales of its authorised motorbike rentals, tours and training courses across the EMEA region.
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News - Contact CentresWednesday, 12 August 2009Contact centres need clear rules of engagement for 'social web'
RightNow Technologies has published “Customer Service Meets Social Media”, a practical guide designed to help contact centres successfully incorporate social internet networks into their customer experience strategy.
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News - Contact CentresWednesday, 14 January 2009Creating a compelling cross-channel customer experience??
2009 will be the year of cross-channel selling, but a complete ‘re-wiring’ of retail is needed to make it happen successfully.
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