Over half of people in the UK have hung up on a call centre, with 20% tempted to switch suppliers such as banks or utility companies because of bad service, according to research commissioned by Macro 4. The survey of a thousand people identified common complaints. For example, a third of respondents have been kept on hold for too long and 13% said they are tired of being “referred” or passed around to other departments.
Three-quarters of CEOs are involved in formulating information systems strategies, according to Compass Management Consulting. The survey of CEOs across 14 countries shows more cautious long-term planning is prevalent, as opposed to quick fixes. Two thirds of companies are adopting an e-business plan, half of which are operating on a timeframe of one to three years. These firms are not rushing to change the plans they have lain down, with over half reviewing their e-strategy annually or less frequently.
Andrew Tyrie airs views on the Finance Bill, 'Making Tax Policy Better' report, and Brexit
In our latest managing partner Q&A looking towards 2017, CVR Global's Richard Toone talks about recruitment, and the potential threat of competition from the legal sector, as key issues for the firm in the coming year
Deloitte to avoid tendering for government contracts over the next six months, to appease Theresa May following consultant's report that painted a less-than-flattering picture of Brexit plans
In our first Q&A looking towards 2017, Menzies senior partner Julie Adams flags up increasing digitisation, aligned with more hands-on consultative services, as the key mix for her practice