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- Is your social campaign being ignored? - ow.ly/lcQKw 14 hours ago
- TP wins recognition from Remploy Glasgow! - ow.ly/lmXaK 14 hours ago
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- How much business do you lose to poor service? - ow.ly/lmXaG 15 hours ago
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Tag Archives: social media
How much business do you lose because of poor service?
I read this article in Call Centre Clinic featuring some new research that estimated British companies are losing £12bn a year of business due to poor service. It sounds like an enormous estimate – a billion pounds of business lost … Continue reading
How did we promote a business before social media?
Social media is fast moving. What works today might not work tomorrow because trends shift so fast and new systems become available on a regular basis. Who can remember how popular Bebo used to be in Europe? Or Orkut in … Continue reading
Posted in Current Affairs, Marketing, Social Media
Tagged bebo, branding, facebook, google, marketing, myspace, orkut, social media, social networking, strategy, twitter
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Watching me, watching you, the online brand discussions
Brands today know that people are talking about them online. We know this at Teleperformance because some of the biggest companies in the world trust us to monitor the online environment. Not to snoop on anyone, it’s mainly so consumer … Continue reading
Posted in Current Affairs, Human Resources, Social Media
Tagged awreness, censor, consumer brands, debate, discussion, facebook, social media, twitter, watching
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The omnichannel is becoming essential for all companies
A recent IDC blog by Leslie Hand explores some of the problems faced at retailer JCP in the US. Without going into detail on the problems this company faced or the recent departure of their CEO I was excited to … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Social Media
Tagged customer service, IDC, JC Penney, JCP, leslie hand, macys, omnichannel, retail, social media, strategy
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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 bpo, business services, cost, hfs research, innovation, ITO, operations, outsourcing, price, research, social media, survey
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The majority of Australian brands are now using social media
At TP we have been advocating the use of social media as a customer support channel for several years now. In fact, one of our major research themes for this year is the development of the omnichannel, where customers can … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Social Media
Tagged australia, computerworld, customer service, facebook, omnichannel, service, social media, support, twitter
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The omni-channel demands equal service for all customer service
Back in the day when writing a letter of complaint to a customer service centre was still the best way to get a response, how quickly did you expect to get a reply from the company you reached out to? … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Social Media
Tagged contact, customer, customer service, email, letter, mail, omni-channel, social media, social networking, tweet, twitter
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Teleperformance in the Twitter top 100 for #custserv!
Call Centre is well known in the UK as one of the leading titles in the customer service industry and they have just relaunched their website to make it an even better online community for all things customer service related. … Continue reading
Posted in Current Affairs, Customer Service, Social Media, Technology
Tagged aniederer, call centre, juliagibbs1, omni-channel, social media, teleperformance, twitter
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Understanding the omni-channel is critical for success
An article in Call Centre Helper recently talked about web chat as ‘a disaster’ because web chats take far longer than calls and customers don’t feel that chat agents are as knowledgeable or as well supported as the voice agents. … Continue reading
