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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
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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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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
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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
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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
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