Author Archives: Matt Sims

Do Executives Really Believe in Great Customer Service?

A new report from the Institute of Customer Service (ICS) suggests that the suspicion of many customers is actually true – that most executives have no idea what their customers really want. In addition, these same executives are charged with … Continue reading

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Agent Effort is as Important as Customer Effort

Take a look at every customer service or contact centre magazine (or blog) and what are the usual focus areas? Of course there are all the discussions around trends in the market and how fast things are changing, but one … Continue reading

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Retailers Focusing On Customer Experience

The IQPC event ‘Customer Experience Exchange for Retail’ will take place from July 6 to 8 in London. I was looking at information about the event on LinkedIn when I noticed some interesting comments from some of the company executives … Continue reading

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NOA Launches New Outsourcing Yearbook

Every year, the National Outsourcing Association (NOA) releases the Outsourcing Yearbook. The Yearbook features advice and best practice on outsourcing from end users, suppliers, consultants, advisers as well as independent experts. The 2015 edition was just released and it features … Continue reading

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Building Brand Advocacy in a Virtual World

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

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BPO can work smarter, not cheaper

Phil Fersht’s ‘Horses for Sources’ blog is a great antidote to most consultant and analyst reports with an irreverence that means it must be the only blog about outsourcing where you will regularly laugh at the articles – and the … Continue reading

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The ICS Annual Conference: My Thoughts

The Institute of Customer Service Annual Conference on March 3rd 2015 was inspiring for its depth of board level insight against a precarious position of the lowest customer satisfaction levels reported since 2010. At Teleperformance we support over half of … Continue reading

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