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Tag Archives: call centre
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
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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
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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
Which kind of business do you think Ford is in?
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
The contact centre of the future – part one
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
