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Tag Archives: phone
The real reasons to explore outsourcing
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
Posted in Current Affairs, Customer Service, Outsourcing
Tagged accent, bpo, call centre, cost, customer service, email, english, india, offshoring, omnichannel, outsourcing, philippines, phone, social media
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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 Apollo 11, computer, customer service, landline, mobile, moon landing, NASA, pc, phone, power, smartphone, technology. tablet, telephone
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The mobile world is maturing fast
Smartphone sales are predicted to top the one billion mark this year – the phone has morphed from a device we use for making calls into a fully functioning computer in our pocket. And now that so many consumers are … Continue reading
Posted in Current Affairs, Customer Service, Marketing, Social Media, Technology
Tagged amazon, customer service, digital, email, internet, kindle, marketing, mcommerce, mobile, phone, retail, smartphone, technology, tv
4 Comments
2013: all about video and mobile?
I saw this blog focused on social media marketing resolutions we should all make for 2013 and it intrigued me in two quite different ways. First on the way I disagree. The author suggests that anyone watching his or her … Continue reading
Posted in Current Affairs, Technology
Tagged 4g, blog, cellphone, html, internet, mobile, phone, video, youtube
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Mobile will reshape the future
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
Posted in Current Affairs, Customer Service, Social Media, Technology
Tagged app, augmented reality, customer experience, customer service, facebook, google, linkedin, media, mobile, phone, sky maps, smartphone, worksnug
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The Twitter dilemma: who owns all that content?
Given the importance that social media in general is taking on at present, it is very interesting to see that some fundamental questions – such as who own all this online content – are yet to be resolved. Look at … Continue reading
Posted in Current Affairs, Marketing, Social Media, Technology
Tagged content, court, law, occupy, ownership, phone, social media, social network, telco, twitter
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Making a better connection with mobile customers
Mobile customers have been growing at such as rate that many organisations believe that mobile access will be their primary interface with the customer soon. This is going to change how companies interact with their customers enormously. Take a look … Continue reading
Posted in Customer Service, Marketing, Social Media, Technology
Tagged brazil, cell, customer, experience, IDC, iphone, mobile, online, phone, service, smart, social media, social networking, telephone, usa, web
2 Comments
What’s Happening to the Voice Channel for Customer Service?
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
Posted in Contact Centres, Current Affairs, Social Media, Technology
Tagged agent, channel, customer experience, customer service, email, facebook, Generation Y, non-voice, phone, social media, social networking, telco, telephone, twitter, voice
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Enjoy the silence – for now
There are two areas where British mobile phone customers are silenced, the London Underground ‘tube’ network and on planes. The London Underground has many tunnels that are far too deep for a signal at ground level to penetrate and though … Continue reading
Posted in Current Affairs, Customer Service, Technology
Tagged cellphone, customer, flight, london, london underground, mayor, mobile phone, no board, noise, olympic, phone, plane, service, telephone, tube, virgin atlantic
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Information overload for online brands
Information overload. It’s something we all suffer from on a daily basis. A decade ago you probably didn’t have to cope with hundreds of emails a day. Now it has become normal, but there is not suddenly more time in … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Marketing
Tagged chatter, coca cola, cola, consumer, data, discussion, email, google, information, interaction, online, overload, phone, social networking, stress, twitter
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