Tag Archives: mobile

When will quad-play take off in the UK?

Telecoms Tech News magazine published an interesting article recently on whether quad-play could take off in the UK. Quad-play describes the bundling of various services that telcos typically offer – allowing customers to buy their TV, Internet, home phone, and … Continue reading

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

More mobile industry collaboration is good news for the operators – and their customers

BT has just announced plans to bundle a 4G mobile service into a complete package for Small to Medium-size Enterprises (SME) that also includes free wi-fi across the country. This is hard evidence that SME working patterns are changing. More … Continue reading

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

Communication is changing customer service today

What is the customer service industry focused on today? In the past decade – maybe even just the last half a decade – the industry has changed dramatically, but the core focus remains the pursuit of an improved customer experience. … Continue reading

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

How would you choose a quad-play telco?

The Zon Optimus telco merger has recently resulted in the renamed firm Nos. Nos has decided that the future is in getting customers to add a mobile service to their existing fixed line and TV package. This is quite a … Continue reading

Posted in Current Affairs, Telecoms | 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

Customer service trends in 2014

It’s that time of the year again where everyone is thinking about what will happen in 2014. What are the important trends going to be and what do executives involved in customer service need to be thinking about? At the … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service | Tagged , , , , , , , | 2 Comments

What makes a great in-store customer experience?

Our blog has talked a lot about the omni-channel this year. This is one of the biggest changes taking place to the customer service industry at present so that is no surprise, but it’s interesting to see a few reminders … Continue reading

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

Optimising Customer Experience in the Digital Era: CIAgenda

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

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

Mobile payment systems are changing fast

Have you used PayPal recently? It has revolutionised the world of online payments and though auction sites like eBay used to have a murky history of people paying for items they never received, PayPal has worked hard to improve the … Continue reading

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

Changing customer service with technology

Technologies are changing fast and we are experiencing waves of disruption today that are faster than ever. Let me illustrate with a brief history lesson… Computing used to be highly centralised. Companies and organisations such as universities would have a … Continue reading

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