Tag Archives: training

The ‘myth’ of a salesman

Posted on December 13, 2012 by

Everyone sells for a living, in whatever profession they have. A journalist has to sell their ideas to an editor. A waiter sells ideas for the best main course. A taxi driver sells alternative routes to a customer when roadworks … Continue reading →

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How do you define great customer service?

Posted on November 22, 2012 by

What is great customer service in a multichannel environment? It should certainly involve social media, but there are some more fundamental rules than just answering customer comments on Twitter. The Guardian recently explored the five key attributes of great service … Continue reading →

Posted in Contact Centres, Current Affairs, Customer Service, Human Resources, Social Media | Tagged , , , , , , , , , , , , , , , , , , , , , , , , | 2 Comments

Teleperformance signs Deputy Prime Minister Nick Clegg’s Social Mobility Business Compact

Posted on January 12, 2012 by

I’m really pleased to say that Teleperformance has been congratulated by Deputy Prime Minister, Nick Clegg, today as one of the leading companies in opening their doors to young people from all walks of life. Teleperformance is named as one … Continue reading →

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Your contact centre is a critical part of the business

Posted on November 25, 2011 by

The problems faced by HomeServe this week demonstrate just how valuable your customer service team really is. We have moved a long way from the days that customer service and the contact centre was bolted on as an afterthought – … Continue reading →

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Future multi-channel contact centres – what will they look like?

Posted on August 3, 2011 by

We already have multiple ways for customers to reach out to the customer service department in a company. Writing a letter, calling, and chatting on IM are all common today, but things are changing fast. Social media is one obvious … Continue reading →

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Nature vs Nurture

Posted on August 2, 2011 by

Great leaders are born, not made. This old adage still creates debate, even though most psychologists and military leaders believe that leaders are made and not simply born. I often hear the same debate rumbling on about customer service – … Continue reading →

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