Tag Archives: social media

Putting the ‘app’ into ‘happy’ – technology will provide a great leap forward for customer service

In my last blog I talked about the need for customer service executives to get a grip over the multichannel world that is already with us. The problem is, that even if they do start managing every known channel, the … Continue reading

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Customers really are engaging with brands on Twitter

The Mobile Marketing Watch blog published an interesting statistic about the customer use of Twitter recently. Based on more than one billion tweets – that were addressed to companies – researchers found that 76% of them were neutral, 17.6% were … Continue reading

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You don’t need to delight, just be effective

Business magazines are full of tips on how companies can delight their customers. This language is used to describe how companies – particularly retailers – can make their customer service experience so good that customers will leave with a smile … Continue reading

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The worst possible #custserv practices

Most of the lists we all see in business magazines are all positive; the top ten strategies you should be exploring or 5 ways to improve your team, so it was striking when I saw that Forbes recently listed the … Continue reading

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Teleperformance wins two major European awards! #TeamWorkWins

The Teleperformance EMEA team were out in force at the European Outsourcing Association awards last night in London. This is one of the biggest events in the European outsourcing calendar and they had been shortlisted for three European awards. Earlier … Continue reading

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New channels are changing customer service forever – are you ready?

Veronica’s recent blog mentioned that the customer service industry has moved on from a focus on contact centres or how to improve the outsourced relationship between a client and supplier. These may have been important considerations in the past, but … Continue reading

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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

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Managing work-life balance in a BYOD environment

Smart phones are more than just phones today. Each of us is carrying a small computer in our pocket that is online all the time and lets us check the web and stay in touch with friends via social networking … Continue reading

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Only the young are using multichannel support?

We live in an age of multichannel customer service. It is common for consumers today to be using around five or six channels when they want to interact with a brand. Voice calls, chat on instant messenger, email, reviews or … Continue reading

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More consumers are standing up for better service

Get up, stand up. Stand up for your rights. It seems that this is exactly what British consumers are doing more than ever before. According to new research published in CorpComms magazine around half of UK consumers today are offering … Continue reading

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