Monthly Archives: October 2015

What Do UK Rail Passengers Really Want?

This article is by Sasha Jenkins, Business Development Director at Teleperformance UK. Twice a year, the independent transport user watchdog, Transport Focus, collects data on what rail passengers think of the service they receive. The National Rail Passenger Survey (NRPS) … Continue reading

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

Will the ‘gaming generation’ move the goalposts in the war on content?

The battle for consumers within the consumer space is fascinating: Sky, Virgin, and BT as the established main players have a leading position in the market due to the investment they have made in cable infrastructure and content. They have … Continue reading

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

Retailers Listening To The Heartbeat of Customers

This post is by Phil Crossley, Business Development Director at Teleperformance UK. I’ve been at the Retail Week Customer Experience Summit today listening to some great speakers from right across the retail spectrum. One of the sessions I enjoyed most … Continue reading

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

Driving Loyalty With A Completely Integrated Customer Experience

This post is by Liz Parry, Strategic Account Director at Teleperformance UK. I have often written that the days of loyalty in retail being about cards and points are dated. Customers have an expectation of great service today and if … Continue reading

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

Comparing Utilities on Complaints Received

In recent research, Citizens Advice said that the difference between the UK energy utilities offering a great customer service and poor customer service is enormous. The best performing company was SSE with 47 complaints registered per 100,000 customers, but Scottish … Continue reading

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

Energy customers want better service and prices

For a long time now I have been talking about the importance of customer service in the UK utility sector – in particular how the big players stand to lose market share to new market entrants who know how to … Continue reading

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

Banksy’s Dismal View on Customer Service

This week saw the closure of British street artist Banksy’s Dismaland exhibition at Weston-super-Mare in the southwest of England. Banksy parodied the DisneyWorld theme parks with his vision of a miserable theme park filled with art from over 50 collaborators. … Continue reading

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