Author Archives: Jackie Lowe

About Jackie Lowe

HR Director, Teleperformance UK and South Africa

In 2015 the focus is on great customer experience.

It’s a new year. A lot happened in 2014 and the world of customer service in general is moving fast, but I think that there is going to be a subtle change in how business operates in 2015. And I … Continue reading

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

What price good service?

More than a decade ago, outsourcers sold themselves as technology partners, able to offer voice platforms that significantly reduced the cost of voice services.  Then came the age of ’employee investment’, and those that could demonstrate the ability to attract … Continue reading

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

Am I a micromanager?

Who believes that they are a micromanager? The business magazines and books all tell us that it is wrong so you won’t see many people admitting to it, but with so many complaints we can be sure that the era … Continue reading

Posted in Careers, Human Resources | Tagged , , , , , , , , , , , | Leave a comment

All problems are opportunities in disguise

UK unemployment is not looking good, with the latest figures suggesting 2.7m are now claiming some form of unemployment benefit from the government. What’s worse is that 22.3% of the under-24s are now out of work – that’s over a … Continue reading

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

Thinking of the future

Pensions have been back in the news again recently. At the end of June several public sector unions coordinated their industrial action on a single day to emphasise their members’ disagreement with government plans to make people work longer and … Continue reading

Posted in Careers, Current Affairs, Human Resources | Tagged , , , , , , , , , , , , , , , , | Leave a comment

Managing your corporate reputation online

As Alistair mentioned in his opening blog, the main focus of our blogging and LinkedIn activities is to encourage debate. Real debate about any industry today, takes place online so this is where we want to be. With reach though, … Continue reading

Posted in Careers, Human Resources, Social Media | Tagged , , , , , , , , , , , , , , , , | Leave a comment