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Tag Archives: voice
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
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
Posted in Contact Centres, Current Affairs, Customer Service, Social Media
Tagged brand, bristol, bristol post, contact, contact centre, customer service, facebook, jobs, newspaper, regional media, social media, twitter, voice
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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
Posted in Contact Centres, Current Affairs, Social Media, Technology
Tagged agent, channel, customer experience, customer service, email, facebook, Generation Y, non-voice, phone, social media, social networking, telco, telephone, twitter, voice
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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
Posted in Contact Centres, Current Affairs, Customer Service, Marketing, Social Media
Tagged #tpsocmed, call centre, conference, dac beachcroft, education, event, law, legal, social media, social networking, speaker, twitter, voice
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A new era for customer service
As you can see from our group blog, our new e-Performance product was launched recently in Brazil. There are various launches planned around the world, with us in the UK focusing on a workshop we have arranged in London on … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Social Media
Tagged analyst, brasil, brazil, buzz monitoring, chat, complaint, customer engagement, customer experience, customer service, e-performance, email, engagement, insight, launch, product, sao paulo, social media, social networking, teleperformance, voice, workshop
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What are the differences in global contact centres?
There have been a number of press stories recently about contact centres shifting back from offshore locations such as India, to the UK. Customer service using contact centres is now an essential part of the way business works today. Consumers … Continue reading
Posted in Contact Centres, Current Affairs, Outsourcing
Tagged bpo, center, centre, consumer, contact, customer, debate, discussion, egypt, english, feedback teleperformance, india, media, philippines, press, rsa, south africa, voice
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