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Monthly Archives: October 2011
Getting transactional with customers
In 1964, the psychiatrist Eric Berne published his bestselling book ‘Games people play’. The book outlined his theory of ‘transactional analysis’ as a way of interpreting and describing social interactions. The title of the book refers to a series of … Continue reading
Posted in Contact Centres, Current Affairs, Human Resources
Tagged agent, behaviour, call centre, contact centre, customer services, english, eric berne, game, games people play, japanese, language, pac, parent-adult-child, psychology, public, relationship, ta, transactional analysis
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Many changes ahead…
It was exciting to see our social media event reported in the Huffington Post. Alistair is even quoted in the story. And these days, the HuffPo is the third most widely read news provider in the world – after the … Continue reading
Posted in Current Affairs, Marketing, Social Media
Tagged adwords, cloud, craigslist, daily mail, dropbox, gmail, google, huffington post, huffpo, linkedin, new york times, odesk, skype, strategy, uk
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Can callers always become fans?
Many conference lectures and articles about contact centres explore the possibility of turning complaining customers into fans. I tend to think that we should think of ourselves as the customer when talking about a topic like this, rather than keeping … Continue reading
Posted in Contact Centres, Customer Service
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How is social media changing customer service?
This week, our event on social media and how it is affecting customer service takes place at the Berkeley hotel in London. If you hurry there still might just be a chance to get a place – there have been … Continue reading
Apple without Jobs
As Alistair wrote on this blog recently, Apple has now lost their visionary co-founder and leader, Steve Jobs. But what does the death of a leader mean for any company, especially Apple? The two really important issues are the pipeline … Continue reading
Posted in Current Affairs, Marketing, Technology
Tagged apple, computer, cupertino, ipad, iphone, ipod, leader, mac, macbook, management, media, nike, steve jobs, tim cook, unified
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Empathy is the greatest asset
When people complain that they hate contact centres, it is usually a lack of empathy that they are complaining about. If I think about the times that I have had to call on the customer service function of a company, … Continue reading
Posted in Contact Centres, Customer Service
Tagged bank, contact center, contact centre, customer, customer service, department store, empathy, hate, insurance, loyalty, retail, script, service, understanding
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Information overload for online brands
Information overload. It’s something we all suffer from on a daily basis. A decade ago you probably didn’t have to cope with hundreds of emails a day. Now it has become normal, but there is not suddenly more time in … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Marketing
Tagged chatter, coca cola, cola, consumer, data, discussion, email, google, information, interaction, online, overload, phone, social networking, stress, twitter
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Teleperformance takes gold in F&S awards
In the customer service industry there are awards for everything. Sometimes it feels like there is an award ceremony taking place every week, hosted by journals you have never even heard of. But when a major global research and consulting … Continue reading
Posted in Contact Centres, Customer Service, Marketing
Tagged 2011, award, best, best practice, call centre, contact centre, emea, f&s, frost, prize, sullivan
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Customer service jobs more important than ever
It is National Customer Service Week, drawing attention to the importance of the industry to not only the economy, but also society in general. In an uncertain environment, where people fear for the future, there is some good news from … Continue reading
Posted in Current Affairs, Customer Service, Human Resources, Social Media
Tagged business, call center, call centre, call centre helper, cebr, customer services, economics, gdp, ics, institute of customer service, magazine, multichannel, nationa customer service week, services, statistics
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Farewell Steve…
Many today are saying a farewell to Steve Jobs, the co-founder and former CEO of Apple. Jobs was a visionary inventor, creator, and designer. He championed a belief in the self that has always been unusual in the corporate world … Continue reading
Posted in Current Affairs, Technology
Tagged apple, buddhism, corporate, death, ipad, iphone, ipod, it, itunes, steve jobs, technology
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