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Category Archives: Customer Service
Is the rock-star analyst dead?
Hfs Research always like to shoot straight from the hip with their opinion on the way the industry analyst business is changing so it was interesting to see their latest blog post on the death of the rock-star analyst. Everyone … Continue reading
Posted in Current Affairs, Customer Service, Human Resources, Marketing, Social Media
Tagged amazon, analyst, brand, death, hfs research, horses for sources, kindle, lulu, outsourcing, publishing, research, rock-star
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The omnichannel is becoming essential for all companies
A recent IDC blog by Leslie Hand explores some of the problems faced at retailer JCP in the US. Without going into detail on the problems this company faced or the recent departure of their CEO I was excited to … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Social Media
Tagged customer service, IDC, JC Penney, JCP, leslie hand, macys, omnichannel, retail, social media, strategy
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Hfs: The latest for outsourcing in 2013
Hfs Research is a great place to look for pragmatic analysis of the global sourcing market and their latest annual ‘state of the outsourcing industry’ survey for 2013 has just been published. The key findings of the new research include: … Continue reading
Posted in Contact Centres, Customer Service, Outsourcing
Tagged bpo, business services, cost, hfs research, innovation, ITO, operations, outsourcing, price, research, social media, survey
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The majority of Australian brands are now using social media
At TP we have been advocating the use of social media as a customer support channel for several years now. In fact, one of our major research themes for this year is the development of the omnichannel, where customers can … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Social Media
Tagged australia, computerworld, customer service, facebook, omnichannel, service, social media, support, twitter
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The omni-channel demands equal service for all customer service
Back in the day when writing a letter of complaint to a customer service centre was still the best way to get a response, how quickly did you expect to get a reply from the company you reached out to? … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Social Media
Tagged contact, customer, customer service, email, letter, mail, omni-channel, social media, social networking, tweet, twitter
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Teleperformance in the Twitter top 100 for #custserv!
Call Centre is well known in the UK as one of the leading titles in the customer service industry and they have just relaunched their website to make it an even better online community for all things customer service related. … Continue reading
Posted in Current Affairs, Customer Service, Social Media, Technology
Tagged aniederer, call centre, juliagibbs1, omni-channel, social media, teleperformance, twitter
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Understanding the omni-channel is critical for success
An article in Call Centre Helper recently talked about web chat as ‘a disaster’ because web chats take far longer than calls and customers don’t feel that chat agents are as knowledgeable or as well supported as the voice agents. … Continue reading
Are social media gurus the real experts in social media?
I read this recent feature in PR Daily on the seven different types of social media specialist and my heart sank a little. Yes, it is focused on communication and marketing specialists, but fails to observe that there are also … Continue reading
Posted in Current Affairs, Customer Service, Social Media
Tagged business, community, engagement, facebook, guru, marketing, pr, PR Daily, PR Weekly, public relations, sales, social media, social networking
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The real reasons to explore outsourcing
While I was flicking through the pages of a call centre magazine recently I came across an article titled ‘the top nine reasons to outsource to the Philippines.’ The article lists a whole range of reasons you should be outsourcing … Continue reading
Posted in Current Affairs, Customer Service, Outsourcing
Tagged accent, bpo, call centre, cost, customer service, email, english, india, offshoring, omnichannel, outsourcing, philippines, phone, social media
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