Tag Archives: innovation

UK government gets ready for the Internet of Things

The British government does not receive a lot of praise for forward-looking plans related to the Internet. The Prime Minister is more often in the technology press for his gaffes using Twitter, but a recent announcement should have received more … Continue reading

Posted in Current Affairs, Innovation, Technology, Telecoms | Tagged , , , , , , , , , , , | Leave a comment

And so 2014 is almost with us…

I recently asked you – the blog readers – for your ideas on trends we might see in the industry in 2014. I have seen a few great ideas on Twitter and I’m grateful to everyone who has been sharing … Continue reading

Posted in Contact Centres, Current Affairs, Innovation | Tagged , , , , , , , , , | Leave a comment

It makes sense to invest in improving service for your existing customers

This infographic on customer experience by the marketing firm Shankman Honig features some eye-opening statistics. For instance: In 2012, 20% of customers left a regular service provider due to poor service 55% of consumers backed out of an intended purchase … Continue reading

Posted in Current Affairs, Customer Service, Innovation | Tagged , , , , , , | 1 Comment

The tech forces that are changing the world

Anyone who has attended business school will know about ‘creative destruction’. This is the force of change originally documented by Austrian economist Joseph Schumpeter when he described how the old would always be replaced by the new, but it will … Continue reading

Posted in Current Affairs, Innovation, Technology | Tagged , , , , , , , , , , | Leave a comment

Wrong time, wrong place… would you ignore Mozart?

A few years ago the master violinist Joshua Bell took his violin into a busy Washington DC metro station and started playing. The busy commuters bustled past this supreme artist hurrying to get to where they were going. Almost nobody … Continue reading

Posted in Careers, Contact Centres, Current Affairs, Human Resources | Tagged , , , , , , , , , , , , , , , | Leave a comment

The consumer is your new head of marketing

Have you ever read a book on an Amazon Kindle? When you reach the end it asks if you want to tell all your friends about the book on your social networks? It’s not a feature that is there just … Continue reading

Posted in Current Affairs, Customer Service, Human Resources, Innovation | Tagged , , , , , , , , , , , | Leave a comment

Innovating Differently

Innovation is one of those topics that every company claims to be exploring and yet nobody can define – or decide how much it is actually worth. I personally believe that innovation is about looking at things differently. Invention is … Continue reading

Posted in Human Resources, Innovation | Tagged , , , , , , , , , , , , , , , | Leave a comment

Hfs: The latest for outsourcing in 2013

Hfs Research is a great place to look for pragmatic analysis of the global sourcing market and their latest annual ‘state of the outsourcing industry’ survey for 2013 has just been published. The key findings of the new research include: … Continue reading

Posted in Contact Centres, Customer Service, Outsourcing | Tagged , , , , , , , , , , , | Leave a comment

Customers are driving innovation in your products

Please welcome Simon Dillsworth to the TP UK blog. Simon is a strategic account director focused on the technology industry. — This blog has mentioned customer service channel shift several times recently. Alistair even went so far as to suggest … Continue reading

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

Frost and Sullivan Award Highlights Teleperformance’s Superior Customer Initiatives

Innovation through people, processes, products, and technology enhance customer value Based on its recent analysis of the contact centre outsourcing market, Frost & Sullivan recognises Teleperformance with the 2012 EMEA Customer Value Enhancement Award. “Teleperformance has developed innovative tools, processes, … Continue reading

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