In The News

- www.smrn.com, September 24, 2008

After Pat Molloy, chief strategist of Confirmit, had ravelled through his presentation in the "Parallel 2" hall of the Esomar congress, SMRN turned to the two people sitting at the same table. How did they perceive Pat's presentation, the second and last of the Scandinavian companies presented?

Most of all: were they potential clients? And what system would suffer from a migration, would that take place?

- Destination CRM, August 1, 2008

Contact center agents are leaving in massive numbers -- attrition and absenteeism run rampant -- but there are ways to stem the tide.

- ContactCenterWorld.com, July 30, 2008

It comes as no surprise to anyone in the business community that customer experience management has risen to the boardroom as a key business issue. Today's consumers might be bombarded with advertising campaigns and invitations to ‘switch provider' but they are far more likely to remain loyal to a brand, product or service based on good experiences. Poor service directly impacts new and repeat sales, with a knock-on effect on customer advocacy.

- Customer Strategy, July 2008

Enterprise Feedback Management is on the up and the vast majority of organisations now collect some kind of feedback from their customers - yet a tiny minority actually feed back on the feedback. Steve Hurst reports.

- CustomerThink.com, May 5, 2008

The year so far has been filled with predictions of a recession on both sides of the Atlantic. Sitting at home in England, I find myself tightening my family's purse strings as heating bills grow and mortgage payments rise with interest rates (yes, I had to remortgage at a higher rate this year). Looks like we're in for a rough ride.