Category Archives: Contact Centres

Is it fair to charge extra for better #custserv?

What would you do if you called up the customer service line for your mobile phone operator and a voice offered you an immediate service if they could charge your bill 50p, or waiting for an available operator as a … Continue reading

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Look beyond your peers when comparing #custserv levels

As the work of a customer service team has become more transparent and visible, the importance of their work has become more obviously valued. Now that the customer service team is so clearly the link between most brand names and … Continue reading

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Is every part of your company now customer-centric?

Forbes magazine recently published an interesting focus on marketing recently that explored various examples of customer service from companies such as Apple, Southwest Airlines, and Zappos. The focus of the piece was on marketing and how every good business can … Continue reading

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What are the three key trends in the customer service industry today?

In my last blog I talked about the need for any executive planning a customer service function to explore the future. This is a fast-changing industry now and who could have predicted a decade ago that customers would be receiving … Continue reading

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How finely-tuned is your customer service?

We have all seen the customer service revolution that has empowered the customer with new ways to dictate the way they choose to communicate with the organisations they are patrons of but some industries have embraced the revolution whilst others … Continue reading

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Could increased inefficiency be good for your customers?

Forbes is the kind of business journal where a focus on efficiency is treated as so obvious that nobody needs to think that there might be an alternative strategy, so it was interesting to read Micah Solomon’s recent article on … Continue reading

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Outsourcing: does size really matter?

A recent blog by William Carson here on the Teleperformance UK pages explored the perceptions of size in a partner company. This is a question any company executive will ask when they are about to select a partner to work … Continue reading

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