Tag Archives: voice

Making sure your digital customer stays a customer forever

Social networks have changed the customer service industry beyond recognition. The creation of a multichannel environment where the customer chooses the channel, can jump across channels, and most of the interactions are public is a very different type of customer … Continue reading

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Getting #Custserv with Twitter right or ‘Respect for the Bad Man’

Retailers are getting used to multichannel service today. Many of them are answering customer questions online using the same channels to respond to the original questions – for instance publishing answers and information on Facebook when questions originate from that … Continue reading

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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

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Customer service is changing fast – can you keep up?

It’s always nice to see my own photo in the press, but somehow it’s even better when it is the regional media – our local paper in Bristol – and they are pointing out how important Teleperformance is to the … Continue reading

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Listening to your customers

Handling customer service on new social channels is very different to voice, email, or chat, but many commentators have failed to acknowledge just how different social customer service really is. Social Media Today just published some interesting research focused on … Continue reading

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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

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Lessons from our social media ROI event last week

Our social media event in London last week was a tremendous success. Our focus was on exploring the return on investment companies are finding and the day was packed full of information. Just look at what some of those present … Continue reading

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