Monthly Archives: October 2013

How can you empower your team?

Posted on October 29, 2013 by Julia Gibbs

Your business has clear ideas about how it should present itself to the outside world. This leads to rules and guidelines about how employees should communicate with customers and others on the outside. But when those rules become so rigid … Continue reading →

Posted in Careers, Contact Centres, Current Affairs, Customer Service | Tagged , , , , , , , , , , | 1 Comment

Is it possible to ‘humanise’ a big brand online?

Posted on October 28, 2013 by Julia Gibbs

When we talk about people engaging with a customer service channel it is often said that the consumer has interacted with a brand. Of course, the reality is that the customer has engaged with another person – an employee and … Continue reading →

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Social Media in customer service isn’t just an opportunity – it’s happening already!

Posted on October 24, 2013 by Matt Sims

Call Centre Helper recently ran a story asking the question ‘What happened to multichannel customer service?’ The article focuses on the disconnect between support channels that many customers experience when seeking help or making a complaint. And the central argument … Continue reading →

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30% of brands now offer Customer Service on Twitter

Posted on October 21, 2013 by Julia Gibbs

For the past couple of years, the executive team at Teleperformance UK has been blogging and tweeting. Our CEO Alistair Niederer now has over 1,000 people following his every tweet and analysts and customer service experts all over the world … Continue reading →

Posted in Current Affairs, Customer Service, Social Media | Tagged , , , , , , , , , | 1 Comment

Why are our service expectations so low?

Posted on October 18, 2013 by Matt Sims

According to new data from Which? only 3% of British consumers believe that customer service has dramatically improved in the last three years. 66% believe that there has been a dramatic decline in service. Why do customers believe that the … Continue reading →

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Listening to the voice of the customer

Posted on October 17, 2013 by Matt Sims

The Internet is full of good and bad examples of customer service. Many people make a living just documenting all these case studies, but one recent example that went viral caught my attention. When a customer used a chat session … Continue reading →

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Are retailers missing out by not exploring the omnichannel?

Posted on October 16, 2013 by Alistair Niederer

An interesting study into the retail Omnichannel was just published in the US. Naturally the research focuses on US retailers, but the results are interesting because the urgency for change is applicable in any developed market. The new study was … Continue reading →

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Customer service starts at the top

Posted on October 9, 2013 by Alistair Niederer

An interesting comment on the Fox business pages outlines a belief that you can predict the success of a company based on the way their executive team behaves with their customers. This sounds like common sense, but how many companies … Continue reading →

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Customer service: What has changed since the slowdown?

Posted on October 8, 2013 by Julia Gibbs

Business Week magazine recently described how consumer behaviour has changed in the US since the economic downturn. Of course the downturn affected many more places than just the US, with the UK experiencing a prolonged downturn too. The article focuses … Continue reading →

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Is email really the slowest way to ask for help?

Posted on October 7, 2013 by Matt Sims

New research conducted by KANA Software and published in the Daily Telegraph shows that most (59%) take at least eight hours to answer a customer service enquiry sent by email. That’s more than one entire working day. Contrast that to … Continue reading →

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