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Tag Archives: contact centre
Customer service is changing fast – can you keep up?
It’s always nice to see my own photo in the press, but somehow it’s even better when it is the regional media – our local paper in Bristol – and they are pointing out how important Teleperformance is to the … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Social Media
Tagged brand, bristol, bristol post, contact, contact centre, customer service, facebook, jobs, newspaper, regional media, social media, twitter, voice
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The next generation contact centre
I noticed a short video this week where Ovum analyst Peter Ryan talks about the next generation contact centre. And he also manages to summarise this immense topic in about a minute – something many of us in the industry … Continue reading
Posted in Contact Centres, Current Affairs, Social Media
Tagged chat, contact centre, customer, e-performance, email, experience, facebook, ovum, peter ryan, service, sms, social media, social web, support, twitter
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Amplifying your voice
The assumption on most social networks is that any conversation between the company representative and the customer (or potential customer) is open and visible to all, whether as Twitter messages or a Facebook wall discussion. Calls to a contact centre … Continue reading
Customers changing medium with the same expectations
The Canadian academic and communication theorist Marshall McLuhan once said, “The medium is the message.” His work predated the Internet, but he famously predicted many of the ideas around consumers eventually being part of a global village that we now … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Social Media
Tagged apps, call, channel, contact centre, customer service, facebook, fast company, internet, marshall mcluhan, mobile, social media, twitter
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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
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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Contact centres to be boosted with social media in 2012
Alistair mentioned how he had seen some research predicting that spending on social media in both marketing and customer services would rise in 2012. I also noticed a report over the holiday season that detailed how existing customer contact centres … Continue reading
Posted in Contact Centres, Outsourcing, Social Media
Tagged advocate, boost, brand, complaint, contact centre, conversocial, customer service, email, letter, social media, social networking, supporter
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Offshoring matures for collections
At the turn of the Millennium there was a boom in the offshore outsourcing of many services – including collections. But many industries explored the offshore model at that time because of the success of the contact centre industry in … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service
Tagged collections, contact centre, india, maturity, offshoring, outsourcing, south africa
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Summer in Brazil
The global management of Teleperformance has been meeting this week in São Paulo, Brazil, giving me a chance to take a look around this huge city and to meet some local people in possibly the most vibrant of the BRICs … Continue reading
Posted in Contact Centres, Outsourcing, Current Affairs, Human Resources
Tagged teleperformance, contact centre, brazil, brasil, sao paulo, growth, latam, dilma, economy
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More prizes for the Teleperformance team
Are awards really like buses? You wait ages for one to come along, and then suddenly several come along together? Just last week we mentioned here that this blog has been shortlisted as the best new blog of 2011. That’s … Continue reading
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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