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

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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

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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

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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

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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

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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

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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

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