Share this page
Search
-
Recent Posts
Matt on Twitter
Error: Twitter did not respond. Please wait a few minutes and refresh this page.
Categories
December 2019 M T W T F S S « Jan 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 - advertising
- agent
- amazon
- app
- apple
- award
- bank
- banking
- blog
- brand
- broadband
- bt
- call centre
- channel
- communication
- complaint
- contact centre
- content
- customer
- customer experience
- customer service
- custserv
- CX
- data
- EE
- energy
- engagement
- experience
- financial services
- forbes
- government
- high street
- hr
- innovation
- internet
- london
- loyalty
- marketing
- media
- mobile
- multichannel
- netflix
- network
- NOA
- olympic
- omnichannel
- online
- outsourcing
- phone
- research
- retail
- sales
- service
- shopping
- Sky
- social media
- social network
- social networking
- strategy
- survey
- technology
- telco
- telecoms
- teleperformance
- tripadvisor
- tv
- uk
- utilities
- virgin
- vodafone
Archives
- January 2017
- December 2016
- November 2016
- October 2016
- September 2016
- August 2016
- July 2016
- June 2016
- May 2016
- April 2016
- March 2016
- February 2016
- January 2016
- December 2015
- November 2015
- October 2015
- September 2015
- August 2015
- July 2015
- June 2015
- May 2015
- April 2015
- March 2015
- February 2015
- January 2015
- December 2014
- November 2014
- October 2014
- September 2014
- August 2014
- July 2014
- June 2014
- May 2014
- April 2014
- March 2014
- February 2014
- January 2014
- December 2013
- November 2013
- October 2013
- September 2013
- August 2013
- July 2013
- June 2013
- May 2013
- April 2013
- March 2013
- February 2013
- January 2013
- December 2012
- November 2012
- October 2012
- September 2012
- August 2012
- July 2012
- June 2012
- May 2012
- April 2012
- March 2012
- February 2012
- January 2012
- December 2011
- November 2011
- October 2011
- September 2011
- August 2011
- July 2011
Blogroll
Tag Archives: call centre
Banksy’s Dismal View on Customer Service
This week saw the closure of British street artist Banksy’s Dismaland exhibition at Weston-super-Mare in the southwest of England. Banksy parodied the DisneyWorld theme parks with his vision of a miserable theme park filled with art from over 50 collaborators. … Continue reading
Posted in Contact Centres, Current Affairs
Tagged art, artist, banksy, call centre, comedian, comedy, comic, contact centre, customer, customer experience, customer service, dismaland
Leave a comment
Outsourcing 3.0: The Rise of the Machines
I was discussing films with a colleague recently and we started talking about the Terminator genre and how we felt the quality had dipped since the original film was released. The concept of Artificial Intelligence (AI) and machine-domination is an … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Technology
Tagged AI, automation, call centre, chat, customer, customer service, futures, marketing, outsourcing, robot, sales, strategy, technology, terminator
Leave a comment
What price good service?
More than a decade ago, outsourcers sold themselves as technology partners, able to offer voice platforms that significantly reduced the cost of voice services. Then came the age of ’employee investment’, and those that could demonstrate the ability to attract … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Strategy
Tagged AHT, call centre, contact centre, customer service, custserv, engagement, kpi, service, SLA, strategy, transformation
Leave a comment
Time to stop talking about call centres
Is it finally time to stop talking about ‘call centres’? Even the broader term ‘contact centre’ fails to acknowledge the strategic role that customer service teams now occupy. But how should we start referring to call centres instead? Perhaps the … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service
Tagged call centre, channels, contact centre, customer services, marketing, R&D, sales, strategy
Leave a comment
Making sure your digital customer stays a customer forever
Social networks have changed the customer service industry beyond recognition. The creation of a multichannel environment where the customer chooses the channel, can jump across channels, and most of the interactions are public is a very different type of customer … Continue reading
The Future of Outbound
There are some who will tell you that outbound has no future and that customer acquisition has moved on, they will point to growing numbers of people on TPS and the fact that the modern day multi-channel environment means a … Continue reading
The Contact Centre of the Future – Part 3
In this third of three articles, Simon Dillsworth from Teleperformance outlines his own views on how contact centres might look in future… In the previous two articles about the future of the contact centre I have explored how multichannel customer … Continue reading