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Monthly Archives: December 2012
Am I a micromanager?
Who believes that they are a micromanager? The business magazines and books all tell us that it is wrong so you won’t see many people admitting to it, but with so many complaints we can be sure that the era … Continue reading
Posted in Careers, Human Resources
Tagged career, control, efficiency, forbes, freedom, hr, micromanagement, micromanager, productivity, reporting, supervision, team
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Answering the toughest question from customers
Many people hate speaking in public. There are bookstores filled with guidebooks helping wedding guests learn how to make the perfect speech. In our life at work, making a PowerPoint presentation to colleagues is more likely to be the source … Continue reading
Posted in Careers, Customer Service
Tagged confidence, customer, experience, knowledge, powerpoint, public speaking, question, service, speech
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The best social media campaigns of 2012
After all the hype, 2012 has been an enormous year in the world of social media – it’s not wonder that we have spent so much time this year analysing how customers are now demanding service using this channel. Just … Continue reading
Posted in Current Affairs, Customer Service, Marketing, Social Media
Tagged 2012, best of, dollar shave club, expansion, facebook, global, investment, pinterest, social media, twitter, vc, video, youtube
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The dark side of cross-selling to customers
Once the customer service function used to be a drain on company resource. If only a product could be sold and then the customer forgotten then all that money sunk into call centres and answering customer enquiries could be saved. … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Marketing
Tagged agent, buzzword, call centre, cost centre, crossselling, customer, HBR, loss, marketing, profit centre, revenue, trust, upselling
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Social media advertising: All change?
Can you remember way back when Google introduced adverts into their search results? It was good for the customer and for the advertiser. If you were a flower shop in Bath then only customers searching for flowers in Bath would … Continue reading
Posted in Current Affairs, Marketing, Social Media, Technology
Tagged ads, advert, advertising, commercial, facebook, google, intrusion, nielson, nike, placement, privacy, research, sentiment, social media, state of social media, twitter
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IT in the cloud – how will it change life at work?
Think for a moment about the software and IT systems you use in your personal life. Not the Excel spreadsheets you plan the budget on, or the creaking database used inside the company for planning appointments, but the systems you … Continue reading
Posted in Current Affairs, Social Media, Technology
Tagged cloud, corporate, docs, drive, enterprise, facebook, flickr, google, it, mail, maps, personal, picasa, storage, technology, twitter, youtube
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Frost and Sullivan Award Highlights Teleperformance’s Superior Customer Initiatives
Innovation through people, processes, products, and technology enhance customer value Based on its recent analysis of the contact centre outsourcing market, Frost & Sullivan recognises Teleperformance with the 2012 EMEA Customer Value Enhancement Award. “Teleperformance has developed innovative tools, processes, … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Marketing
Tagged analyst, award, ERP, frost, frost & Sullivan, innovation, people, recognition, sathya subramanian, value enrichment
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Could social gaming destroy your network?
There are still a lot of companies banning access to social networks in the office. Despite claims by supporters that social networks lead to increased efficiency through information sharing, many companies still place crude blocks on the most popular sites … Continue reading
Posted in Current Affairs, Technology
Tagged farmbille, mafia wars, network, security, social, social gaming, virus
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The ‘myth’ of a salesman
Everyone sells for a living, in whatever profession they have. A journalist has to sell their ideas to an editor. A waiter sells ideas for the best main course. A taxi driver sells alternative routes to a customer when roadworks … Continue reading
Posted in Careers, Current Affairs, Marketing
Tagged al gore, author, book, brand, dan pink, education, innovating, marketing, sales, salesman, selling, to sell is human, training
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Shoppers are not spending less, they are spending differently
Last Monday was known as cyber-Monday amongst retailers in the UK and it marks the beginning of the Christmas sales rush, but will the tough economic climate change this traditional boom time for British retailers? In a recent article featured in … Continue reading
Posted in Current Affairs, Customer Service, Technology
Tagged amazon, customer, delivery, experience, high street, john lewis, multichannel, omnichannel, online, retail, service, shop, shoppers, shopping, store, venda
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