-
Share this page
Search
-
Recent Posts
Alistair on Twitter
- Food retailers competing on #custserv ow.ly/JJUls 8 hours ago
- Creating a single view of your customer ow.ly/JJUlr 8 hours ago
- Farewell to the father of gaming ow.ly/JJUlq 11 hours ago
- Storing every customer complaint in a database #telco ow.ly/JuVrQ 3 days ago
- When Was The Last Time You Actually Enjoyed Calling A Contact Centre huffingtonpost.co.uk/alistair-niede… by me in @HuffPostUK #custserv #custexp 3 days ago
Categories
- advertising agent amazon analysis apple award bank blog blogging brand broadband bt business call centre channel communication complaint consumer contact centre content customer customer experience customer service custserv data debt EE email engagement experience facebook forbes google government high street hr information innovation internet linkedin london loyalty marketing mobile multichannel network olympic omnichannel online outsourcing phone research retail sales service shop social media social network social networking store strategy support survey technology telco telecoms teleperformance tripadvisor tv twitter uk utilities video vodafone youtube
Archives
- February 2015
- January 2015
- December 2014
- November 2014
- October 2014
- September 2014
- August 2014
- July 2014
- June 2014
- May 2014
- April 2014
- March 2014
- February 2014
- January 2014
- December 2013
- November 2013
- October 2013
- September 2013
- August 2013
- July 2013
- June 2013
- May 2013
- April 2013
- March 2013
- February 2013
- January 2013
- December 2012
- November 2012
- October 2012
- September 2012
- August 2012
- July 2012
- June 2012
- May 2012
- April 2012
- March 2012
- February 2012
- January 2012
- December 2011
- November 2011
- October 2011
- September 2011
- August 2011
- July 2011
Blogroll
Monthly Archives: March 2012
The next generation contact centre
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
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?
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?
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
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
Customer service the way you want it
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
Twitter opens their archive for analysis
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
