Monthly Archives: April 2015

Game on! The Battle Over Content Is Heating Up

Posted on April 30, 2015 by simondillsworth

I blogged recently about the importance of content and how I believe that the Internet Service Providers need to concern themselves more with the quality of content they are offering than with incremental improvements in network quality. Customers today take … Continue reading →

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

Building Brand Advocacy in a Virtual World

Posted on April 27, 2015 by Matt Sims

If a friend or family member personally recommends a product to you then that’s the best possible form of advertising. If you trust the opinion of someone close to you then that’s all you need to make a purchasing decision. … Continue reading →

Posted in Current Affairs, Customer Service, Marketing, Social Media, Strategy | Tagged , , , , , , , , , , , , | Leave a comment

What Happens If The ‘Big 6’ Do Not Change?

Posted on April 23, 2015 by stuartmorristp

I recently blogged a question – will the Big 6 still be around in 2020? I always think that it is specific questions like this that lead to action, rather than strategic visions and other jargon. If – as predicted … Continue reading →

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

Is Fulfilment The Key To The Retail Omnichannel?

Posted on April 22, 2015 by williamvcarson

This post is by Liz Parry, Strategic Account Director at Teleperformance UK. I read with interest a new report by research organisation Planet Retail just published in European Supermarket Magazine suggests that the answer to retail omnichannel success lies in … Continue reading →

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

5 Small Changes in Corporate Behaviour That Could Inspire Greater Customer Loyalty

Posted on April 16, 2015 by richardnichollstp1

Customer loyalty goes far beyond collecting points on a loyalty card. Today customers intuitively consider their entire experience with your brand and products, from before their purchase or service commitment, during the payment process and crucially, when requiring any follow-up … Continue reading →

Posted in Current Affairs, Customer Service, Retail, Strategy | Tagged , , , , , , , , , , , , | Leave a comment

Contactless payment – direct from your phone

Posted on April 15, 2015 by simondillsworth

The mobile payment market is developing fast with Vodafone now taking a great leap forward in Europe that could become a game-changer. Previously, customers using the Vodafone Wallet have had to charge up an app in advance, so they can … Continue reading →

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

Teleperformance Shortlisted for NOA Professional Awards

Posted on April 9, 2015 by Alistair Niederer

I am pleased to say that the Teleperformance UK team has been shortlisted for three different awards in the National Outsourcing Association (NOA) 3rd Annual Professional Awards. The shortlist was just announced yesterday and all those shortlisted will attend a … Continue reading →

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

Will the Big 6 Still be Around in 2020?

Posted on April 8, 2015 by stuartmorristp

In my last blog I talked about the value of reviewing your customer service strategy with a focus on encouraging customer retention. My own industry focus is utilities and these issues are playing out in the UK utilities sector in … Continue reading →

Posted in Current Affairs, Strategy, Utilities | Tagged , , , , , , , | Leave a comment

Customers are defining how they contact you – work with them

Posted on April 7, 2015 by williamvcarson

This blog is by Stephen Pryce, director of business development at City Park Technologies. One of the most important changes to the customer service market in recent years is that it is now the customer that is firmly in control. … Continue reading →

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

What Kind of Customer Service Do You Prefer?

Posted on April 6, 2015 by Alistair Niederer

For the past few years I have been blogging about how far and how fast customer service has changed. A decade ago companies would give you a phone number to call and an email (if you were lucky) and these … Continue reading →

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