Monthly Archives: March 2012

The next generation contact centre

Posted on March 28, 2012 by Alistair Niederer

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 chat, contact centre, customer, e-performance, email, experience, facebook, ovum, peter ryan, service, sms, social media, social web, support, twitter | Leave a comment

A new era for customer service

Posted on March 21, 2012 by Julia Gibbs

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 | Leave a comment

Is the social web the future for your business?

Posted on March 20, 2012 by Matt Sims

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 analysis, analyst, ar, b2b, b2c, consultant, engagement, influencer, journalist, manager, pr, press, social media, social network, twitter | Leave a comment

What is a Tweetup?

Posted on March 12, 2012 by Matt Sims

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 blog, blogger, blogging, customer service, ealing, london, social media, social networking, tweetup, twitter | Leave a comment

Amplifying your voice

Posted on March 12, 2012 by Alistair Niederer

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 amplification, communication, contact centre, conversion, crosssell, customer service, facebook, feedback, sales, social media, social networking, transparency, twitter, upsell | Leave a comment

Customer service the way you want it

Posted on March 9, 2012 by Matt Sims

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 complaint, customer, customer service, facebook, royal mail, social media, social networking, sunday telegraph, twitter | Leave a comment

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Monthly Archives: March 2012

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