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Tag Archives: call centre
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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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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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
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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Customer service world turned upside down
Our social business event in London last Wednesday explored how the enterprise is going social – not just customer service, but marketing, sales, HR, and almost every other aspect of companies today are changing because of social media. And in … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service
Tagged call centre, channeled, controlled, customer, customer service, defined, engagement, experience, marketing, promotion, social media
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Lessons from our social media ROI event last week
Our social media event in London last week was a tremendous success. Our focus was on exploring the return on investment companies are finding and the day was packed full of information. Just look at what some of those present … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Marketing, Social Media
Tagged #tpsocmed, call centre, conference, dac beachcroft, education, event, law, legal, social media, social networking, speaker, twitter, voice
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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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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 →