Many customer contact operations now measure first call resolution, but how do you know when a call is truly resolved first time? Ask your customers, says Gary Schwartz, and you can't go far wrong

A new survey from Experian has revealed that 15 to 24 year-olds are more likely than their parents to respond to direct mail.

Barclays is attempting to reverse the perception that only new customers receive the best deals by launching a mortgage which rewards loyalty.

The retail giant hopes that consumer taste for convenience will vindicate its decision to trial the UK's first drive through supermarket.

Creativity in marketing is usually reserved for customer acquisition campaigns, points out Ian Bates. But companies may be missing a trick by not using more creativity in their management of existing customers. It’s time to ditch boring CRM campaigns and make every time you contact customer count.

Are supermarkets and retail companies missing out by only targetting consumers using their own brands? Jo Malvern thinks so, and she explains the opportunities presented by brands sharing websites to engage a different type of audience

If you are ever to get the most out of your CRM system, it's essential to get the initial implementation right, says John Cheney. The way you structure your data and processes at that crucial first stage will determine how effective the system will be - and following these six lessons will set you off on the right foot...

Brad Parker shares his insight into the key competencies employers require contact centre managers to possess. These include stakeholder management, business improvement, cost control, staff engagement, and strategy and vision. Does you contact centre manager have these skills?

When it comes to software, should you build or buy? It can be hard to justify the cost of building systems, but the inflexibility of a packaged product could hinder your company's ability to change. So, asks Haseet Sanghraika, what's the alternative?