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Monthly Archives: February 2012
Cold calling leaves the customer cold
Don’t you think that the worst kind of sales process is when you get a cold call? You might be busy cooking the dinner and your phone rings – only for you to find that it’s an insurance company trying … Continue reading
Posted in Contact Centres, Customer Service, Social Media
Tagged bpo, call, cold-call, crossell, outbound, regulation, sales, selling, social network, upsell
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A new way of working with the UK government
Imagine if you are a company doing business with the government. In an ideal world you could have conversations with public sector officials about what they would like to achieve, how they would like it to happen, and what are … Continue reading
Posted in Current Affairs, Human Resources, Outsourcing
Tagged cabinet office, dialogue, eu, government, ITT, outsourcing, planned, PQQ, procurement, supplier, tender, transparent, uk
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Customers changing medium with the same expectations
The Canadian academic and communication theorist Marshall McLuhan once said, “The medium is the message.” His work predated the Internet, but he famously predicted many of the ideas around consumers eventually being part of a global village that we now … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Social Media
Tagged apps, call, channel, contact centre, customer service, facebook, fast company, internet, marshall mcluhan, mobile, social media, twitter
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Does spending more result in better service?
I read a book recently about the history of the Danish audio and video company Bang & Olufsen in which a company spokesperson said that their basic philosophy can be summarised as: “A product is a product but a customer … Continue reading
Posted in Current Affairs, Customer Service, Marketing
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Credit control. Is it too much, too late?
The new Financial Services Bill was published in parliament recently leading to a few interesting changes for consumers of credit in the UK. The most significant is going to be the transfer of the responsibility for consumer credit from the … Continue reading
Posted in Current Affairs
Tagged fca, financial services bill, fsa, government, loan sharks, martin wheatley, oft, parliament, payday loans, regulator, stella creasy, uk, watchdog
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The Race to London 2012
In the UK this year, British people are either excited or upset about the London 2012 Olympic games. To some, it is the opportunity of a lifetime to see their city on a world stage with all the opportunities for … Continue reading
Posted in Current Affairs, Marketing, Social Media
Tagged ad, advert, ba, ba.com, beijing, britain, british airways, commercial, coronation street, england, facebook, fifa, film, gb, google, guerilla, itv, london, london 2012, luggage belt, marketing, olympic games, olympics, smartphone, social media, social networking, team gb, the race, to fly, to fly to serve, to serve, uk, video, world cup
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Government customers demand Corporate Social Responsibility
In the last couple of years Teleperformance government customers have become more and more engaged in Corporate Social Responsibility (CSR) and demanding that their key suppliers are also involved. Teleperformance has delivered a worldwide CSR policy and programme for many … Continue reading
Posted in Current Affairs, Human Resources
Tagged a4e, back to work, citizen of the world, corporate social responsibility, cotp, cotw, csr, cv, employment, government, job, remploy, resume, social mobility, teleperformance, un, westminster, working links
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What price will customers pay for good service?
Retail is changing and embracing a multichannel format that belnds the high street, online sales, and something in-between like pop-up stores that are fully branded, but little more than a collection of computers for browsing products. If you can remember … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service
Tagged amazon, argos, comparison, customer service, dot com, high street, jessops, john lewis, kelkoo, lockers, multichannel, online, price, retail, tv
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