Tag Archives: call centre

Banksy’s Dismal View on Customer Service

Posted on October 2, 2015 by

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 →

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Outsourcing 3.0: The Rise of the Machines

Posted on June 8, 2015 by

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 →

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What price good service?

Posted on November 14, 2014 by

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 →

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Time to stop talking about call centres

Posted on November 13, 2014 by

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 →

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Making sure your digital customer stays a customer forever

Posted on November 4, 2014 by

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 →

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The Future of Outbound

Posted on October 1, 2014 by

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 →

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The Contact Centre of the Future – Part 3

Posted on September 22, 2014 by

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 →

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Which kind of business do you think Ford is in?

Posted on September 16, 2014 by

What kind of business do you think that the Ford Motor Company is involved in? Perhaps the easy answer is in the name – they manufacture and sell motor vehicles. Wrong. Some people may still consider Ford to be a … Continue reading →

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The contact centre of the future – part one

Posted on September 8, 2014 by

What will the contact centre of the future look like? It’s a question that I will be exploring in three blogs over the next couple of weeks. Nobody can actually predict the future, but we can see changes in the industry … Continue reading →

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Innovations in customer service

Posted on June 25, 2014 by

Call centre magazine listed a series of innovations that they say are redefining customer service. You can read about the first five here with another five to follow soon. What I liked about this list though was that it did … Continue reading →

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