Category Archives: Customer Service

A Twenty-Year-Old Lesson In Customers By Bill Gates

1995 was a big year for Microsoft. The launch of Windows 95 cemented their dominance of the PC market and this has only been challenged fairly recently with the surge in popularity of open source alternatives – and the resurgence … Continue reading

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Making it difficult for the customer is making it difficult for your business

In the last Blog I wrote ‘Why being easy isn’t a bad thing’ I explored five principles for making you an easy organisation to interact with and thus retain customer advocacy and loyalty. I felt compelled to re-visit the first one … Continue reading

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Great Content Comes From The Internet, Not a Cable Service

A recurring theme on my blogs has been that competition does not always come from where you expect it. BT Sport has just secured rights to screen the next Ashes series – five years ago who would have thought that … Continue reading

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Technology creates more jobs than it destroys

My colleague Simon Dillsworth recently wrote an excellent blog about the growth of Robotic Process Automation (RPA) here. Despite the name, RPA does not imply that services – such as customer service processes – are being overrun with robots that … Continue reading

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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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Fasten your seatbelts – the Amazon speed machine is coming!

The BBC motoring show Top Gear was possibly the most popular TV show in the world, until production was stopped after an incident involving one of the three presenters, Jeremy Clarkson, and a producer. Clarkson apologised, but after sailing close … 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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