Tag Archives: customer service

The omnichannel is becoming essential for all companies

Posted on April 25, 2013 by

A recent IDC blog by Leslie Hand explores some of the problems faced at retailer JCP in the US. Without going into detail on the problems this company faced or the recent departure of their CEO I was excited to … Continue reading →

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The majority of Australian brands are now using social media

Posted on April 17, 2013 by

At TP we have been advocating the use of social media as a customer support channel for several years now. In fact, one of our major research themes for this year is the development of the omnichannel, where customers can … Continue reading →

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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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The omni-channel demands equal service for all customer service

Posted on April 11, 2013 by

Back in the day when writing a letter of complaint to a customer service centre was still the best way to get a response, how quickly did you expect to get a reply from the company you reached out to? … Continue reading →

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Understanding the omni-channel is critical for success

Posted on April 5, 2013 by

An article in Call Centre Helper recently talked about web chat as ‘a disaster’ because web chats take far longer than calls and customers don’t feel that chat agents are as knowledgeable or as well supported as the voice agents. … Continue reading →

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The real reasons to explore outsourcing

Posted on April 3, 2013 by

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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How much has India changed in 7 years? A lot..!

Posted on March 26, 2013 by

In the past week I’ve been visiting our facilities in Delhi and Jaipur and I have been really impressed by the way our team in India is working. I don’t mean in a typical sales pitch type way that our … 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: CIAgenda

Posted on March 22, 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.  Phil Winters … Continue reading →

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Optimising Customer Experience in the Digital Era: Ipsos Mori

Posted on March 21, 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.  Ben Page … Continue reading →

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