Monthly Archives: April 2013

EOA Awards: Teleperformance wins 2013 CSR award!

Posted on April 30, 2013 by Julia Gibbs

One of the really important differences about Teleperformance compared to many other companies I have worked at is a genuine focus on corporate social responsibility (CSR). CSR is a topic that is often managed like a marketing programme – a … Continue reading →

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The omnichannel is becoming essential for all companies

Posted on April 25, 2013 by Alistair Niederer

A recent IDC blog by Leslie Hand explores some of the problems faced at retailer JCP in the US. Without going into detail on the problems this company faced or the recent departure of their CEO I was excited to … Continue reading →

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Hfs: The latest for outsourcing in 2013

Posted on April 18, 2013 by Matt Sims

Hfs Research is a great place to look for pragmatic analysis of the global sourcing market and their latest annual ‘state of the outsourcing industry’ survey for 2013 has just been published. The key findings of the new research include: … Continue reading →

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The majority of Australian brands are now using social media

Posted on April 17, 2013 by Julia Gibbs

At TP we have been advocating the use of social media as a customer support channel for several years now. In fact, one of our major research themes for this year is the development of the omnichannel, where customers can … Continue reading →

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Who created the Omnichannel?

Posted on April 16, 2013 by Alistair Niederer

I have been talking a lot about how 2013 is going to be the year of the omnichannel. Just take a look back at my last few blog entries – I have probably mentioned it on almost every post this … Continue reading →

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The omni-channel demands equal service for all customer service

Posted on April 11, 2013 by Alistair Niederer

Back in the day when writing a letter of complaint to a customer service centre was still the best way to get a response, how quickly did you expect to get a reply from the company you reached out to? … Continue reading →

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Could hacking competitions help the public understand economics?

Posted on April 10, 2013 by Matt Sims

Last weekend the Indian government ran a very interesting experiment – a ‘hackathon’ designed to encourage economic growth in the country. The hackathon was a 32-hour competition where young software developers, designers, and filmmakers competed to win a cash prize … Continue reading →

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Teleperformance in the Twitter top 100 for #custserv!

Posted on April 9, 2013 by Julia Gibbs

Call Centre is well known in the UK as one of the leading titles in the customer service industry and they have just relaunched their website to make it an even better online community for all things customer service related. … Continue reading →

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Understanding the omni-channel is critical for success

Posted on April 5, 2013 by Alistair Niederer

An article in Call Centre Helper recently talked about web chat as ‘a disaster’ because web chats take far longer than calls and customers don’t feel that chat agents are as knowledgeable or as well supported as the voice agents. … Continue reading →

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Are social media gurus the real experts in social media?

Posted on April 4, 2013 by Julia Gibbs

I read this recent feature in PR Daily on the seven different types of social media specialist and my heart sank a little. Yes, it is focused on communication and marketing specialists, but fails to observe that there are also … Continue reading →

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