Tag Archives: call centre

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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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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The contact centre of the future – part one

What will the contact centre of the future look like? It’s a question that I will be exploring in three blogs over the next couple of weeks. Nobody can actually predict the future, but we can see changes in the industry … Continue reading

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Innovations in customer service

Call centre magazine listed a series of innovations that they say are redefining customer service. You can read about the first five here with another five to follow soon. What I liked about this list though was that it did … Continue reading

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Teleperformance at the UK National Contact Centre Awards

I recently wrote on the blog about Hilary Stewart from Teleperformance who works for our client Vodafone. She was being considered for an award at the UK Contact Centre Awards. I’ve just recently been informed that Hilary has made it … Continue reading

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Will Hilary be the contact centre manager of the year?

Each year, the Call Centre Management Association runs the UK National Contact Centre Awards. This is one of the most prestigious awards in the UK customer service industry – the ceremony this year will be on May 15th. I’m really proud … Continue reading

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