Monthly Archives: November 2011

Your contact centre is a critical part of the business

Posted on November 25, 2011 by

The problems faced by HomeServe this week demonstrate just how valuable your customer service team really is. We have moved a long way from the days that customer service and the contact centre was bolted on as an afterthought – … Continue reading →

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More prizes for the Teleperformance team

Posted on November 25, 2011 by

Are awards really like buses? You wait ages for one to come along, and then suddenly several come along together? Just last week we mentioned here that this blog has been shortlisted as the best new blog of 2011. That’s … Continue reading →

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Debt collection silence is no longer an option

Posted on November 22, 2011 by

The worldwide growth of social media channels such as Twitter, Google+, Facebook, Youtube, and blogging, combined with the ready access by a large percentage of the population to these electronic media outlets via home/work computers, has opened up a whole new area of … Continue reading →

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Banks go social for customer feedback

Posted on November 18, 2011 by

In his last blog, Alistair mentioned how the sale of Northern Rock to Virgin Money is likely to shake up the British High Street by bringing the Virgin attitude to customer service to the retail-banking sector in a much bigger … Continue reading →

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Virgin Money to shake up the British High Street

Posted on November 17, 2011 by

What interesting news that Virgin Money is buying up Northern Rock. Not only is Virgin saying that there will be no redundancies (at least for 3 years), they are also promising to open more branches and to expand. It is … Continue reading →

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We have been shortlisted for best new blog of 2011!

Posted on November 11, 2011 by

It’s true. The biggest and most important magazine covering technology in the UK – Computer Weekly – has shortlisted this blog as one of the best new blogs of 2011! The shortlist is decided on by the editorial team at … Continue reading →

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Don’t write off Google+: it’s still before Ashton

Posted on November 10, 2011 by

Finally Google+ has launched a business service called Pages. It’s been a long time coming and many have suggested that Google made a blunder by releasing their new social network to regular consumers, without creating any business offering. In theory, … Continue reading →

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Nuggets of wisdom from the FT

Posted on November 9, 2011 by

I’m always interested when I see the serious business press – like the Financial Times – focusing on customer service. This article is about investment advice, but some of the key messages here apply to any business and any form … Continue reading →

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Tripadvisor grows up

Posted on November 8, 2011 by

In a week where the Advertising Standards Authority is due to rule on Tripadvisor in the UK, the company has decided to launch a dedicated customer care line – mainly to help out disgruntled hotel and restaurant owners clean up … Continue reading →

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Website integration is all down to customer service

Posted on November 4, 2011 by

Bicycle and car parts retailer Halfords has conducted some research that found over a third of their customers had checked the company website before even entering the store. Customers are checking to see if a product is stocked, store opening … Continue reading →

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