Monthly Archives: November 2014

Will BT make Quadplay a success in the UK?

It was confirmed this week that BT is in early stage discussions to purchase a Telecoms operator – potentially either O2 or EE. If the industry commentators are right and the deal is as described then this confirms the view … Continue reading

Posted in Current Affairs, Innovation, Telecoms | Tagged , , , , , , , , , , | 1 Comment

Will the ‘Big 6’ lose their grip on UK energy?

The energy regulator Ofgem has announced that complaints against the big six UK energy suppliers are at record levels. Over the first 9 months of 2014, this group of companies faced a barrage of 4.9m registered complaints and it is expected … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Utilities | Tagged , , , , , , , , , , | Leave a comment

How can telcos pay for rural broadband?

I read an Interesting article recently that describes some views from the new EU Internet chief, Günther Oettinger. He says that if telcos provide broadband to rural areas then they should be able to tie the customers in to long-term … Continue reading

Posted in Current Affairs, Customer Service, Telecoms | Tagged , , , , , , , , , | 1 Comment

Teleperformance wins prestigious NOA award for CSR

Last night the National Outsourcing Association Annual Award (NOAAs) ceremony took place in London. The NOAAs are a bit like the Oscars for anyone involved in the service and outsourcing business. Teleperformance won the Corporate Social Responsibility (CSR) award, something … Continue reading

Posted in Awards, Contact Centres, Current Affairs, Customer Service | Tagged , , , , , , , , , | Leave a comment

Vote now for the most respected contact centre professional!

Call Centre Helper is one of the most important sources of news and information for those of us involved in the contact centre and customer service business in the UK. CCH recently asked their readers to nominate who are the … Continue reading

Posted in Contact Centres, Current Affairs | Tagged , , , , , , | Leave a comment

Moving the customer experience moving from good to great

Industry analyst, Michael Gazala of Forrester, published a blog recently that will strike fear into the heart of any company with a merely average attitude toward customer service. Gazala said that the Forrester data on customer experience has seen the … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service | Tagged , , , , , , , , | Leave a comment

How can tech help improve #custserv?

Tech Week Europe magazine recently listed six ways that technology can improve the customer experience. Now my first thought when I saw this was ‘only six’, but then it’s true that people are only just starting to notice how important … Continue reading

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