Monthly Archives: April 2014

Would you compete with your neighbour to reduce energy use?

A few years ago it might have seemed strange for utility firms to be focused on customer care as a key differentiator, but times have changed. Research from IDC Energy Insights reveals that competition is driving utilities to invest in … Continue reading

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Is your marketing team managing customer service?

Marketing Week recently carried a major feature exploring how marketing professionals should be taking control of the customer service function in their company. The article was quoting research undertaken by Deloitte and Salesforce where 228 global marketing heads were questioned … Continue reading

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Teleperformance at the UK National Contact Centre Awards

I recently wrote on the blog about Hilary Stewart from Teleperformance who works for our client Vodafone. She was being considered for an award at the UK Contact Centre Awards. I’ve just recently been informed that Hilary has made it … Continue reading

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Data privacy concerns need to be weighed up responsibly

Over the past few years, drones have been in the news for various reasons. Of course, there has been an increase in the use of military drones that can attack targets remotely, but there is also the far safer Amazon … Continue reading

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UK travels firms exploring better customer service

A new report from Elitetele.com where they questioned senior travel professionals about their industry shows that in over 80% of responses, the industry leaders believe that improved customer service and more productive staff are the main areas of focus for … Continue reading

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Is T-Mobile leading the way in listening to customers?

The CEO of T-Mobile US, John Legere, has promised to shake up the entire telco industry with a series of recent blog posts highlighting a new deal for his customers. This quote from one of his blogs last week shows … Continue reading

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Is Twitter really the least effective channel for #custserv?

Econsultancy featured an article recently that explored new research suggesting that Twitter is the least effective customer service channel in the UK. The research found that companies do respond to tweets, and some respond very quickly indeed, but it is … Continue reading

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