Category Archives: Contact Centres

Game on! The Battle Over Content Is Heating Up

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

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Teleperformance Shortlisted for NOA Professional Awards

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

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Customers are defining how they contact you – work with them

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

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What Kind of Customer Service Do You Prefer?

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

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The Value of Keeping the Customers You Already Have

Everyone knows instinctively that it is cheaper to keep the customers you have than to invest resource in finding new customers. According to the Harvard Business Review it is five to twenty-five times more expensive to attract new customers than … 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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