Category Archives: Outsourcing

Data Analytics Expertise Is Essential For A Great Customer Experience

This post is by Liz Parry, Strategic Account Director at Teleperformance UK In the latest edition of the National Outsourcing Association (NOA) Outsourcing Yearbook several leading industry analysts give their predictions for the year ahead in outsourcing. One of the … Continue reading

Posted in Current Affairs, Customer Service, Innovation, Outsourcing, Strategy, Technology | Tagged , , , , , , , , , , | Leave a comment

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

Posted in Current Affairs, Customer Service, Marketing, Outsourcing | Tagged , , , , , , , , | Leave a comment

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

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

NOA Council Elections – vote now!

The National Outsourcing Association (NOA) is a not-for-profit trade body focused on every aspect of outsourcing. The organisation publishes research, conducts conferences and other events, and strives to ensure that companies who use outsourcing within their business can learn how … Continue reading

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

Customer Experience Happens While You Are Busy Making Other Plans

In 1980 John Lennon sang: “life is what happens to you while you’re busy making other plans.” It’s a quote I thought about when I was asked to contribute to a feature on the future of outsourcing published in The … Continue reading

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

Teleperformance wins two major European awards! #TeamWorkWins

The Teleperformance EMEA team were out in force at the European Outsourcing Association awards last night in London. This is one of the biggest events in the European outsourcing calendar and they had been shortlisted for three European awards. Earlier … Continue reading

Posted in Awards, Current Affairs, Outsourcing, Social Media | Tagged , , , , , , , , , , , , | Leave a comment

The Customer Is A Knave!

The customer is no longer king, the customer is a knave! With a multi-channel mind set, mobile tech and (brand) attention span of a goldfish, the concept of earning customer ‘loyalty’ today is arguably as old hat as ‘posting’ holiday … Continue reading

Posted in Contact Centres, Customer Service, Marketing, Outsourcing, Social Media, Uncategorized | Tagged , , , , , , | Leave a comment