Monthly Archives: December 2011

Offshoring matures for collections

Posted on December 22, 2011 by denisecrossley

At the turn of the Millennium there was a boom in the offshore outsourcing of many services – including collections. But many industries explored the offshore model at that time because of the success of the contact centre industry in … Continue reading →

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Your debt on your Facebook wall

Posted on December 21, 2011 by denisecrossley

Imagine if you were late paying your credit card bill by some months. A warning letter had been sent, but you were in trouble and ignoring the warnings. Then messages from the debt collection agency start appearing on your public … Continue reading →

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Final Service… can live streaming help customer service?

Posted on December 20, 2011 by Alistair Niederer

I was interested to see that a crematorium in Stafford has started offering online funerals. The funeral takes place as normal, but they have a live streaming service so people who cannot attend can watch live on the Internet. It … Continue reading →

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Summer in Brazil

Posted on December 16, 2011 by Alistair Niederer

The global management of Teleperformance has been meeting this week in São Paulo, Brazil, giving me a chance to take a look around this huge city and to meet some local people in possibly the most vibrant of the BRICs … Continue reading →

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Compensation Culture

Posted on December 15, 2011 by afjgould

Banks in the UK are facing new proposals from the Financial Services Authority (FSA) that will force them to prominently display the compensation limits available in case of their collapse. These new proposals have been proposed because even an expensive … Continue reading →

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Phishing for clues

Posted on December 14, 2011 by Julia Gibbs

It’s good news to see that the police in central London have arrested two men over a £1m phishing scam involving students with loans from the government. If you are not familiar with the term phishing, it refers to the … Continue reading →

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A Social Education

Posted on December 13, 2011 by Julia Gibbs

Many business leaders often argue that academia takes years to catch up with the real world. Many graduates spend a long time searching for a new job, not just because the economy is so weak, but also because their courses … Continue reading →

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The customer is not always right

Posted on December 8, 2011 by Alistair Niederer

Mycustomer.com has collected together their funniest customer service stories of 2011. It’s a typical collection of howlers and mistakes that show just how badly some customers can be treated – all in the name of service. A personal favourite of … Continue reading →

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Conquering social media excellence at Edinburgh Castle

Posted on December 7, 2011 by Julia Gibbs

Soon after we placed in the final shortlist for the best new blog of 2011, we just found out that the Institute of Customer Service has made us a finalist in the UK customer satisfaction awards for the best use … Continue reading →

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