Tag Archives: social web

Is Retail Broken?

A new Teleperformance blogger Peter Champion joins the online debate… Peter is Sales Director at TP and you can reach him here… The Oxford Institute of Retail Management at Said Business School recently announced the launch of an 18-month study into the … Continue reading

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Multichannel retail and price comparison

I asked in my last blog about how camera manufacturers are starting to engage with the social web and this led me to some thoughts on the multichannel retail environment that I wanted to share on the blog. One of … Continue reading

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Consumers are the driving force

In my last blog I explored the increasing importance of the customer experience, particularly because customers are now also publishers – they can easily tell their friends how good or bad your service is at the push of a button. … Continue reading

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How do you measure your social media health?

There are various influencer engagement tools out there, but many are seeing their reputation taking a battering. Klout is a good example because many have shown how you can game the system and improve your ‘influencer’ score just be being … Continue reading

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What will supermarket shopping be like a decade from now?

Social media is not just about Twitter. Of course, Twitter is where much of the online chatter about brands is taking place today so it is an enormously important network, but there is a difference between social media and social … Continue reading

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Why would you read a blog that is just an advert with no value?

Since social networking became widespread just a few short years ago, companies have been exploring how to increase their profile using this tool. There have been some incredible viral videos with very subtle branding – like the famous man dancing … Continue reading

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What are the standard KPIs for social customer service?

When a service provider – like Teleperformance – takes on the customer service function for one of our clients, one of the most important aspects of the deal that has to be agreed is the choice of Key Performance Indicators … Continue reading

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The next generation contact centre

I noticed a short video this week where Ovum analyst Peter Ryan talks about the next generation contact centre. And he also manages to summarise this immense topic in about a minute – something many of us in the industry … Continue reading

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