Tag Archives: customer experience

Who created the Omnichannel?

Posted on April 16, 2013 by

I have been talking a lot about how 2013 is going to be the year of the omnichannel. Just take a look back at my last few blog entries – I have probably mentioned it on almost every post this … Continue reading →

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Should sales own the customer experience?

Posted on March 25, 2013 by

A recent whitepaper summarized in Forbes magazine indicated that just nine per cent of marketing professionals felt that customer experience was the most important measurement of their own Return on Investment – in other words the marketing people don’t really … Continue reading →

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Optimising Customer Experience in the Digital Era: NHSBT

Posted on March 20, 2013 by

Last week Teleperformance UK hosted another event focused on exploring the way the entire customer service industry is changing. Titled ‘Optimising Customer Experience in the Digital Era’ the event analysed channel shift in the modern customer service environment. Ian Hamerton, … Continue reading →

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Outsourcing has moved on from the days of disaster

Posted on January 25, 2013 by

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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Lego show how to deliver great customer service – with ninjas

Posted on January 15, 2013 by

It’s not often that I see a conversation playing out on Twitter that ends up being analysed by Forbes a few days later, but it just happened this week. A seven-year-old British child lost one of his favourite Lego ‘Ninja’ … Continue reading →

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We are finalists in the UK Customer Satisfaction Awards 2013!

Posted on November 21, 2012 by

I’m really pleased to announce that Teleperformance UK has been announced a Finalist in the “Quality Service Provider of the Year” category of the UK Customer Satisfaction Awards 2013 run by the Institute of Customer Service. The UK Customer Satisfaction Awards … Continue reading →

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How do you plan your social media strategy?

Posted on October 5, 2012 by

What is the point of a company using social media today? There are now so many ways for customers to interact, is social media just becoming another customer service channel or can it still be the preserve of the marketing … Continue reading →

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Mobile will reshape the future

Posted on October 4, 2012 by

I read a great article in Media Magazine this week that explored how far the world of the customer is moving to their phone. The article features a photo of a street in New York. Overlaid on the photo are … Continue reading →

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What’s Happening to the Voice Channel for Customer Service?

Posted on September 11, 2012 by

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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Defining great online customer service

Posted on September 4, 2012 by

The latest customer service index from Brandwatch was published recently and it includes some interesting observations on what really defines great customer service – especially for online retailers. John Lewis was the runaway winner for the second year running, with … Continue reading →

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