Category Archives: Contact Centres

UK Retail Volumes Are Going Up

This post is by Liz Parry, Strategic Account Director at Teleperformance UK. The UK retail market declined in June, but last month it was up 0.1%. That’s not much, but at least it’s positive growth and compared to a year … Continue reading

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We are the Robots: The rise of Robotic Process Automation

Robotic Process Automation (RPA) is a subject that has just crept up quietly for many people. Most of us are aware that manufacturers have long used ‘robots’ to automate repetitive or dangerous processes, but now the robots are entering the … Continue reading

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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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Your home is Alive! …and her name is Alexa

There has been much commentary about a future of ‘Connected Cities and Connected Homes’ and the launch of Amazon Echo is an exciting development that really does start to bring the home alive. Echo is a combined speaker and microphone … Continue reading

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Investing in Customer Experience is essential for growth

Over the past couple of years it has been interesting to see how the analyst Ovum has started ranking customer experience as the number one strategic imperative for company executives today. Based on conversations with their clients, Ovum has repeatedly … Continue reading

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Retailers Need To Analyse Customer Behaviour

This post is by Liz Parry, Strategic Account Director at Teleperformance UK If you have never heard of the Teleperformance Customer Experience (CX) Lab then click here and take a look at some of the insight and analysis they produce. … Continue reading

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Outsourcing 3.0: The Rise of the Machines

I was discussing films with a colleague recently and we started talking about the Terminator genre and how we felt the quality had dipped since the original film was released. The concept of Artificial Intelligence (AI) and machine-domination is an … Continue reading

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