Monthly Archives: March 2012

The next generation contact centre

Posted on March 28, 2012 by

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 →

Posted in Contact Centres, Current Affairs, Social Media | Tagged , , , , , , , , , , , , , , | Leave a comment

A new era for customer service

Posted on March 21, 2012 by

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 , , , , , , , , , , , , , , , , , , , , | Leave a comment

Is the social web the future for your business?

Posted on March 20, 2012 by

I have been talking to my team recently about the need for them to be engaging online, especially on Twitter. Of course, most of us in any kind of business today are busy. Having one more thing on the to-do … Continue reading →

Posted in Current Affairs, Customer Service, Human Resources, Social Media, Technology | Tagged , , , , , , , , , , , , , , | Leave a comment

What is a Tweetup?

Posted on March 12, 2012 by

At Teleperformance we are always exploring how the world of customer service is evolving. In the past couple of years social customer service has been one of the most fundamental changes to the industry, often turning normal helpline service on … Continue reading →

Posted in Human Resources, Marketing, Social Media, Technology | Tagged , , , , , , , , , | Leave a comment

Amplifying your voice

Posted on March 12, 2012 by

The assumption on most social networks is that any conversation between the company representative and the customer (or potential customer) is open and visible to all, whether as Twitter messages or a Facebook wall discussion. Calls to a contact centre … Continue reading →

Posted in Contact Centres, Customer Service, Social Media | Tagged , , , , , , , , , , , , , | Leave a comment

Customer service the way you want it

Posted on March 9, 2012 by

Alistair and me both featured in a Sunday Telegraph special supplement on outsourcing published last month. The print version of the newspaper went out a few weeks ago, but they have just put the supplement up on the web for … Continue reading →

Posted in Customer Service, Outsourcing, Social Media | Tagged , , , , , , , , | Leave a comment

Twitter opens their archive for analysis

Posted on March 2, 2012 by

I have written in the past about how social media is changing the relationship between companies and consumers. Brands are learning how to react to sentiment and to interact with people, rather than waiting for them to call a customer … Continue reading →

Posted in Contact Centres, Current Affairs, Social Media, Technology | Leave a comment