11 June 2013
Universities and academic institutions invest a lot of time and
money promoting their lifelong learning courses. They are valued
opportunities for a lot of adults who want to continue their
education and provide an additional revenue stream for the
university. But so many academic institutions fail to properly
maintain lifelong relationships with their alumni students, a key
target market for further education courses.
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04 June 2013
We look at the shift towards the integration of different retail
channels, such as in-store, m-commerce and website, so that the
customer can enjoy a seamless experience.
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22 May 2013
Direct marketing isn't just about flyers and promotional
material. Getting it right is more than sending letters to the
right name at the right address. There is a whole process behind
segmentation and fulfilment which, if used well, can make a big
difference to your customer interaction.
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09 May 2013
Why would you combine our
services?
Businesses tend to silo services like digital
and contact separately in their minds and there they seem to stay.
Different teams deal with different requirements and remain
blinkered in their approach. Information is increasingly shared
across multiple channels at once so what is the point in keeping
services as distinctly separate entities?
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30 April 2013
Contact centres have been getting a bad press
lately. From costly outsourcing to long waiting times for callers,
it seems that with the advance of new digital media channels, the
older and more physical ones are struggling to keep
up.
Every so often the problems around overly
complicated systems and achingly slow response times, reaches
breaking point - the recent overwhelming numbers of complaints
about HMRC a perfect case in point.
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30 April 2013
A few years ago, you often couldn't open your front door
for the amount of marketing material shoved through the letterbox .
You would be in the regular habit of sweeping your 'welcome' mat
free of leaflets, letters and flyers, placing them all in the
recycling bin without so much as a second glance..
Then came the boom of digital, and suddenly the entrance hallway
felt empty, the recycling bin half-used. The age of direct mailing
was, seemingly, over
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30 April 2013
Do you remember the days when, if you needed to talk to a
company, you dialled a number, only to be kept on hold for what
felt like forever? That automated voice reminding you that there
were only five lucky people ahead of you is becoming a thing of the
past. Instead of offshore call centres hosted by outsourced
companies with little to no knowledge about your query, you can now
speak to a true guru for any question you might have.
84% of businesses report their contact solution is no
better than the competition
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11 February 2013
Esther Rantzen's The Silver Line, which aims to support and
empower older people and combat loneliness, has selected
bss as one of its helpline partners.
bss, the UK's leading not-for-profit provider of
multi-channel outsourced contact centres, will be responsible for
the management of the helpline between 8am-8pm Monday to
Friday.
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10 January 2013
bss worked with Carers Direct to develop
an intensive training programme. It included a ten day programme
and was supplemented with an external training programme from
Carers UK, the charity for carers.
bss advisers also had regular
refresher sessions on complex subjects,
often following a change in policy, or due to an increase in calls
on specific subjects.
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26 November 2012
New research from bss digital reveals
that changes in consumer purchasing behaviour this Christmas will
impact retailers who do not have mobile enabled websites. 9%
(approximately 1 in 10 shoppers) who used a PC to do their
Christmas shopping last year will use their smartphones in
2012.
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