Tag Archives: business

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

Posted in Customer Service, Current Affairs, Human Resources, Innovation, Strategy | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

Those persistent myths about outsourcing

Real Business featured a great article recently in which they described and debunked some of the myths about outsourcing a customer service function. You can read the full article here, but my comments on the five key points are: Language … Continue reading

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

LinkedIn is 10 today!

LinkedIn is ten years old today. Happy birthday to what has become the biggest and busiest business-networking site on the Internet. Let’s take a moment to just consider how different the web was just a decade ago. Most people were … Continue reading

Posted in Current Affairs, Human Resources, Marketing, Social Media, Technology | Tagged , , , , , , , , , | Leave a comment

EOA Awards: Teleperformance wins 2013 CSR award!

One of the really important differences about Teleperformance compared to many other companies I have worked at is a genuine focus on corporate social responsibility (CSR). CSR is a topic that is often managed like a marketing programme – a … Continue reading

Posted in Contact Centres, Current Affairs, Human Resources | Tagged , , , , , , , , , , , , , , | Leave a comment

Are social media gurus the real experts in social media?

I read this recent feature in PR Daily on the seven different types of social media specialist and my heart sank a little. Yes, it is focused on communication and marketing specialists, but fails to observe that there are also … Continue reading

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

People gain confidence online and that can become real

During our social business event last week we encouraged delegates at the event to tweet their comments using the #tpsocmed hashtag. Many did and you can still take a look at some of those tweets here. I was interested in … Continue reading

Posted in Current Affairs, Human Resources, Social Media | Tagged , , , , , , , , , , , , , | Leave a comment

Social media management is not cost-free

Social media advocates often talk about how it is free to use social tools. It costs nothing for a company to sign up on LinkedIn, or to create a customer page on Facebook – suddenly it should be possible to create a … Continue reading

Posted in Current Affairs, Customer Service, Social Media, Technology | Tagged , , , , , , , , , , | 1 Comment