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Monthly Archives: September 2011
When will youth desert the social networks of today?
There was a time before the widespread adoption of the World Wide Web in the early 90s where walled gardens, such as CompuServe and Aol, were popular amongst computer enthusiasts. These tools were like an early version of the Internet, … Continue reading
Posted in Current Affairs, Customer Service, Social Media
Tagged advertising, aol, compuserve, demographic, facebook, google, linkedin, marketing, myspace, netscape, social media, social networking, twitter, walled garden
1 Comment
Has Facebook gone too far this time?
Has Facebook blundered by releasing their new timeline feature and making the information they own about you so clearly visible? People have complained for years about Facebook. The noise has grown as the tool has become more entrenched in the … Continue reading
Posted in Current Affairs, Customer Service, Human Resources, Social Media
Tagged advertising, don draper, facebook, marketing, places, privacy, social, social media, social networking, timeline
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Firth in debt: leading the UK in collections
I talked in my earlier blog about collections and what it means for companies as a business process. I want to expand a little on what we are doing about improving the collections business in the UK right now. In … Continue reading
Posted in Customer Service, Marketing
Tagged collection, collections, debt, denise crossley, imfs, leeds, mark firth, suggestions, twitter
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What about the digital divide for customers?
Julia’s blog about our event on October 20th – is social media reinventing customer care – got me thinking about the idea once again. I’m something of a latecomer to the entire world of online networking, but have become quite … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Social Media, Technology
Tagged bank, brand, call, care, cell, customer, digital divide, help, ivr, julia gibss, mobile, pay as you go, payg, phone, social media, social networking, telco, twitter
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More information equals fewer calls for help
Imagine this scenario. You go online and purchase a new book, paying extra for fast courier delivery because you need it in a hurry. The retailer sends you an email to confirm that they have taken your payment and the … Continue reading
Posted in Contact Centres, Customer Service
Tagged call, contact centre, courier, customer service, delivery, efficiency, information, parcel, purchase, retail, service, update
1 Comment
Is social media reinventing customer service?
This is a blog, and Teleperformance is focused on customer service, so it’s no surprise to see that I have written a few times on how social media and networking are changing the way customers expect service to be provided. … Continue reading
Posted in Current Affairs, Customer Service, Marketing, Social Media
Tagged alistair niederer, berkeley hotel, blog, conference, customer service, debate, ecomdigital, event, facebook, generation, julia gibbs, keith robinson, kobayashi-hillary, linkedin, lisa sweeney, london, mark hillary, meeting, mobile, october, pa consulting, personell today, Q&A, shaun hewitt, social media, social networking, teleperformance, totaljobs.com, twitter, virgin media
5 Comments
Cloud on the horizon
The cloud is a technical concept, usually something for the IT people to focus on and not the kind of concept that should be on a customer service blog, so why am I about to talk about it here? Sometimes … Continue reading
Posted in Customer Service, Human Resources, Technology
Tagged apps, billing, cloud, computing, customer service, flickr, google, it, linkedin, salesforce, support, technology, virtualisation, wordpress, youtube
1 Comment
Customer service, before you even asked for it
Finding customers has never been easy in any business. It’s even more complicated to predict which ones will buy, when, and at what price? Now just imagine there is a holiday weekend approaching. Usually you would leave home to spend … Continue reading
Posted in Current Affairs, Marketing, Social Media, Technology
Tagged crm, customer service, data, information, intelligence, loyalty card, marketing, mining, retail, social media
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Coping with a seasonal rush
One of the largest supermarket chains in the UK just announced that they are taking on 15,000 new seasonal workers to help cope with the busy Christmas and New Year season. That’s an average of more than 16 workers for every … Continue reading
Posted in Current Affairs, Customer Service, Human Resources
Tagged christmas, cloud, customer service, employment, hiring, jobs, new year, pos, retail, seasonal work, supermarket, temporary, till, uk
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From one place to another…
Julia mentioned in the last blog about the importance of partnership and how a company like ours can benefit from our scale – allowing us to rise to pretty much any challenge. I wanted to add an additional note to … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Technology
Tagged arab spring, bcp, customer service, dr, egypt, global, internet, revolution, submarine cable, teleperformance
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