Tag Archives: call centre

Will Hillary 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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And so 2014 is almost with us…

I recently asked you – the blog readers – for your ideas on trends we might see in the industry in 2014. I have seen a few great ideas on Twitter and I’m grateful to everyone who has been sharing … 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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31 hours on hold at the call centre

Research published in the Retail Times shows that British adults can expect to spend 31 hours of their life on hold with a call centre. This isn’t an attractive prospect for anyone based on the headline, but what’s important to … Continue reading

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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

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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

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Outsourcing has moved on from the days of disaster

Inc.com recently published a story on how to avoid outsourcing disasters. Their very first tip was to never outsource a process that is close to your customers – customer service for example. With Teleperformance offering expertise and serving clients in … 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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People gain confidence online and that can become real

During our social business event last week we encouraged delegates at the event to tweet their comments using the #tpsocmed hashtag. Many did and you can still take a look at some of those tweets here. I was interested in … Continue reading

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