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 , , , , , , , , , , , | 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 , , , , , , , , , , , , , | 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 , , , , , , , , , , | 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 , , , , , , , | 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

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

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

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

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

Posted in Contact Centres, Current Affairs, Customer Service, Innovation, Social Media, Telecoms | Tagged , , , , , , , , , | Leave a comment