Category Archives: Contact Centres

Teleperformance wins prestigious NOA award for CSR

Last night the National Outsourcing Association Annual Award (NOAAs) ceremony took place in London. The NOAAs are a bit like the Oscars for anyone involved in the service and outsourcing business. Teleperformance won the Corporate Social Responsibility (CSR) award, something … Continue reading

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Vote now for the most respected contact centre professional!

Call Centre Helper is one of the most important sources of news and information for those of us involved in the contact centre and customer service business in the UK. CCH recently asked their readers to nominate who are the … Continue reading

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Moving the customer experience moving from good to great

Industry analyst, Michael Gazala of Forrester, published a blog recently that will strike fear into the heart of any company with a merely average attitude toward customer service. Gazala said that the Forrester data on customer experience has seen the … Continue reading

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How can tech help improve #custserv?

Tech Week Europe magazine recently listed six ways that technology can improve the customer experience. Now my first thought when I saw this was ‘only six’, but then it’s true that people are only just starting to notice how important … Continue reading

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What price good service?

More than a decade ago, outsourcers sold themselves as technology partners, able to offer voice platforms that significantly reduced the cost of voice services.  Then came the age of ‘employee investment’, and those that could demonstrate the ability to attract … Continue reading

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Time to stop talking about call centres

Is it finally time to stop talking about ‘call centres’? Even the broader term ‘contact centre’ fails to acknowledge the strategic role that customer service teams now occupy. But how should we start referring to call centres instead? Perhaps the … Continue reading

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Making services innovation a reality today

Outsource Magazine and the consulting firm Alsbridge were recently looking for some examples of innovation so I thought I’d respond here on the blog with a few ideas. Innovation is a word that is used so often in product brochures … Continue reading

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