Tag Archives: call centre helper

Vote now for the most respected contact centre professional!

Posted on November 18, 2014 by Alistair Niederer

Call Centre Helper is one of the most important sources of news and information for those of us involved in the contact centre and customer service business in the UK. CCH recently asked their readers to nominate who are the … Continue reading →

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The Customer Is A Knave!

Posted on July 4, 2014 by williamvcarson

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 →

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Customer service comes first in companies today

Posted on July 4, 2014 by williamvcarson

With customer service now open and visible on social channels many marketing directors are taking a close interest in how their brand is being represented online – marketing chiefs are now stepping in to manage many customer service departments. This … Continue reading →

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Teleperformance UK wins Infinity CCS’s Contact Centre QA competition

Posted on February 26, 2014 by Julia Gibbs

Recently we won the Infinity CCS “Be The Best” Contact Centre QA Competition. The competition – designed to recognise excellence and innovation in contact centre QA – was judged by three prominent figures from the contact centre industry: Jonty Pearce of callcentrehelper.com, Ann-Marie … Continue reading →

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How to improve customer satisfaction

Posted on December 30, 2013 by Matt Sims

Keep the customer happy, the customer is always right… these mantras are well worn in the customer service business and mostly they are right, although the customer is certainly not always right. But I liked a recent feature in Call … Continue reading →

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Social Media in customer service isn’t just an opportunity – it’s happening already!

Posted on October 24, 2013 by Matt Sims

Call Centre Helper recently ran a story asking the question ‘What happened to multichannel customer service?’ The article focuses on the disconnect between support channels that many customers experience when seeking help or making a complaint. And the central argument … Continue reading →

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Understanding the omni-channel is critical for success

Posted on April 5, 2013 by Alistair Niederer

An article in Call Centre Helper recently talked about web chat as ‘a disaster’ because web chats take far longer than calls and customers don’t feel that chat agents are as knowledgeable or as well supported as the voice agents. … Continue reading →

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Customer service jobs more important than ever

Posted on October 7, 2011 by Julia Gibbs

It is National Customer Service Week, drawing attention to the importance of the industry to not only the economy, but also society in general. In an uncertain environment, where people fear for the future, there is some good news from … Continue reading →

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