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Tag Archives: agent
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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How do you define great customer service?
What is great customer service in a multichannel environment? It should certainly involve social media, but there are some more fundamental rules than just answering customer comments on Twitter. The Guardian recently explored the five key attributes of great service … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Human Resources, Social Media
Tagged agent, brand, call centre, channel, customer, customer service, development, engagement, experience, facebook, flexibility, guardian, investment, multichannel, omnichannel, people, retail, service, social media, social network, support, team, tools, training, twitter
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What’s Happening to the Voice Channel for Customer Service?
Andrew Ashton is CFO of Teleperformance UK, Ireland and South Africa. This is his first post on the blog… The exponential rise of non-voice channels for customer service contacts are upon us. The first channel shift from voice to email … Continue reading
Posted in Contact Centres, Current Affairs, Social Media, Technology
Tagged agent, channel, customer experience, customer service, email, facebook, Generation Y, non-voice, phone, social media, social networking, telco, telephone, twitter, voice
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What are the standard KPIs for social customer service?
When a service provider – like Teleperformance – takes on the customer service function for one of our clients, one of the most important aspects of the deal that has to be agreed is the choice of Key Performance Indicators … Continue reading
Welcome Fagri Semaar, our new MD in South Africa
I am delighted to announce the appointment of Fagri Semaar as our new Managing Director for South Africa. A former call centre agent, Fagri has experienced a meteoric rise through the industry since his first job as a teleresources agent … Continue reading
Posted in Uncategorized, Contact Centres, Careers, Human Resources
Tagged teleperformance, contact centre, south africa, agent, fagri semaar, western cape, capetown, bpesa, Johannesburg, Alan Winde
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Nuggets of wisdom from the FT
I’m always interested when I see the serious business press – like the Financial Times – focusing on customer service. This article is about investment advice, but some of the key messages here apply to any business and any form … Continue reading
Posted in Customer Service, Human Resources
Tagged agent, cheap, cost, customer service, financial times, ft, investment, monopoly, pareto, price, service
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Getting transactional with customers
In 1964, the psychiatrist Eric Berne published his bestselling book ‘Games people play’. The book outlined his theory of ‘transactional analysis’ as a way of interpreting and describing social interactions. The title of the book refers to a series of … Continue reading
Posted in Contact Centres, Current Affairs, Human Resources
Tagged agent, behaviour, call centre, contact centre, customer services, english, eric berne, game, games people play, japanese, language, pac, parent-adult-child, psychology, public, relationship, ta, transactional analysis
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Cross selling in a digital age
The last time I visited a post office in London to buy some stamps, the counter clerk asked me if I was interested in some foreign currency, and home insurance. This attempt to upsell various products I had not asked … Continue reading
Posted in Contact Centres, Customer Service, Marketing
Tagged advice, adwords, agent, conversation, cross selling, digital, google, help, IM, information, insurance, post office, royal mail, telecoms, upselling
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Customer insight or information overload?
How do companies use customer insight once its’ been captured? There is a lot of valuable information available through voice analytics and social media, how do you use it all effectively and do you use it to make business decisions? … Continue reading
Future multi-channel contact centres – what will they look like?
We already have multiple ways for customers to reach out to the customer service department in a company. Writing a letter, calling, and chatting on IM are all common today, but things are changing fast. Social media is one obvious … Continue reading
Posted in Contact Centres, Careers, Marketing
Tagged teleperformance, contact centre, social media, center, training, future, multichannel, agent, super agent, call, engagement, skills, 2008
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