Category Archives: Contact Centres

The Future of Outbound

There are some who will tell you that outbound has no future and that customer acquisition has moved on, they will point to growing numbers of people on TPS and the fact that the modern day multi-channel environment means a … Continue reading

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Are you ignoring those silent, dissatisfied customers?

The business magazine Forbes recently featured an article that suggests only 25% of dissatisfied customers let companies know that they are unhappy with a product or service received. The vast majority of customers stay silent and just never return to … Continue reading

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Channels may change, but customers just want to be served

I spoke at a TEN event recently and one of the recurring themes together with customer service bloggers and commentators over the past couple of years has been multichannel and in particular the ambition for companies to move to an … Continue reading

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23 years of great customer service  – and then there’s everyone else. Why?

The Daily Telegraph recently published their list of the top 100 companies for customer service in the UK. It’s an interesting mix of banks, retailers, airlines, and utilities with no obvious connecting theme except possibly the most important one, that … Continue reading

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The Contact Centre of the Future – Part 3

In this third of three articles, Simon Dillsworth from Teleperformance outlines his own views on how contact centres might look in future… In the previous two articles about the future of the contact centre I have explored how multichannel customer … Continue reading

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Which kind of business do you think Ford is in?

What kind of business do you think that the Ford Motor Company is involved in? Perhaps the easy answer is in the name – they manufacture and sell motor vehicles. Wrong. Some people may still consider Ford to be a … Continue reading

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Contact centre of the future – part two

The way that customers interact with brands is changing fast. In fact, it could be argued that the entire relationship betweens brands and customers has been revolution in the past six or seven years for a couple of important reasons. … Continue reading

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