Tag Archives: agent

Great #custserv where it is least expected

The customer service feedback pages in most newspapers are littered with horror stories about poor service and disasters where unsuspecting customers hand over their money and fail to receive the service they expected. What a pleasant surprise then to read about … Continue reading

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How can you empower your team?

Your business has clear ideas about how it should present itself to the outside world. This leads to rules and guidelines about how employees should communicate with customers and others on the outside. But when those rules become so rigid … Continue reading

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Listening to the voice of the customer

The Internet is full of good and bad examples of customer service. Many people make a living just documenting all these case studies, but one recent example that went viral caught my attention. When a customer used a chat session … Continue reading

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The six quickest ways to lose your customers

We have mentioned on this blog that it costs far more to gain a new customer than to just retain an existing one. In fact, according to this article the difference in cost to your organisation is that it is … Continue reading

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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

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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

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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

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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

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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

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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

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