Tag Archives: facebook

Will Oculus Rift change the social web forever?

Facebook has been on something of a spending spree recently. Not content with their $1bn purchase of photo sharing app they recently spent $19bn on the messaging service WhatsApp and, even more recently, $2bn on the Virtual Reality firm Oculus … Continue reading

Posted in Current Affairs, Customer Service, Retail, Social Media, Telecoms | Tagged , , , , , , , , , , , , | Leave a comment

How can virtual shopping work in real life?

I have often pondered what the retailer of the future may look like. The current struggle for most is to create an omnichannel where the online environment blends with the high street – allowing the ease of online retail with … Continue reading

Posted in Current Affairs, Customer Service, Retail, Technology | Tagged , , , , , , , , , , | Leave a comment

Are people really worried about protecting their personal data?

A recent article on the Engage Customer blog described new research by Mintel that found how consumers of all ages are concerned about data privacy online, but younger Millennial consumers are over-sharing data far more than their Baby Boomer parents. … Continue reading

Posted in Current Affairs, Social Media | Tagged , , , , , , , , , | Leave a comment

Are customers moving to mobiles for #custserv?

Earlier this year, Kate Leggett from Forrester published her top ten predications for customer service in 2014. One of them was particularly interesting to me: Trend 2: Customer Service Will Adopt a Mobile-First Mindset Customer service mobile applications remain nascent as … Continue reading

Posted in Current Affairs, Customer Service, Social Media, Telecoms | Tagged , , , , , , , , , , , , | Leave a comment

Should you be exploring Whatsapp for #custserv?

So now your multichannel customer service strategy allows customers to tweet, to post messages on Facebook, as well as calling or emailing. What could possibly be next? How about supporting Whatsapp? Before you reply that this is just a text … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Social Media, Technology | Tagged , , , , , , , , | Leave a comment

Getting it right first time just became more important than ever

First Call Resolution has always been a bit of a mantra in the customer service industry. Analysis of when customers contact a company show that if the problem can be resolved on that very first contact it is better for … Continue reading

Posted in Contact Centres, Current Affairs, Human Resources, Innovation, Social Media | Tagged , , , , , , , , | Leave a comment

Social Customer Service is redefining #custexp

Martin Hill-Wilson’s and Carolyn Wilsons new book ‘Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation’ sounds fascinating. It is entirely focused on how to work with customers in an age … Continue reading

Posted in Current Affairs, Customer Service, Social Media | Tagged , , , , , , , , , , | Leave a comment

Is it possible to ‘humanise’ a big brand online?

When we talk about people engaging with a customer service channel it is often said that the consumer has interacted with a brand. Of course, the reality is that the customer has engaged with another person – an employee and … Continue reading

Posted in Current Affairs, Customer Service, Human Resources, Marketing, Social Media | Tagged , , , , , , , , , | Leave a comment

Social Media in customer service isn’t just an opportunity – it’s happening already!

Call Centre Helper recently ran a story asking the question ‘What happened to multichannel customer service?’ The article focuses on the disconnect between support channels that many customers experience when seeking help or making a complaint. And the central argument … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Marketing, Social Media | Tagged , , , , , , , , , , , | Leave a comment

30% of brands now offer Customer Service on Twitter

For the past couple of years, the executive team at Teleperformance UK has been blogging and tweeting. Our CEO Alistair Niederer now has over 1,000 people following his every tweet and analysts and customer service experts all over the world … Continue reading

Posted in Current Affairs, Customer Service, Social Media | Tagged , , , , , , , , , | 1 Comment