Tag Archives: phone

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

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 , , , , , , , , , , , , , | 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

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 , , , , , , , , , , , , , | 9 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 , , , , , , , , | Leave a comment

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 , , , , , , , , , , , , | Leave a comment

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 , , , , , , , , , | Leave a comment

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 , , , , , , , , , , , , , , , | 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 , , , , , , , , , , , , , , | Leave a comment

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 , , , , , , , , , , , , , , , | Leave a comment