Tag Archives: communication

New channels are changing customer service forever – are you ready?

Veronica’s recent blog mentioned that the customer service industry has moved on from a focus on contact centres or how to improve the outsourced relationship between a client and supplier. These may have been important considerations in the past, but … Continue reading

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It’s Social Media Week 2013 #SMW13

This is social media week 2013, otherwise known as #SMW13 to those talking about it on Twitter. 10 cities around the world will be taking part, including London in the UK. Social media week is all about connecting people and … Continue reading

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Optimising Customer Experience in the Digital Era: CIAgenda

Last week Teleperformance UK hosted another event focused on exploring the way the entire customer service industry is changing. Titled ‘Optimising Customer Experience in the Digital Era’ the event analysed channel shift in the modern customer service environment.  Phil Winters … Continue reading

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Company departments are growing closer

I’ve been writing on this blog recently about how social media tools are moving far beyond just customer service alone. There is something new and challenging about a completely transparent channel of communication that is changing the fundamental structure of … Continue reading

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Amplifying your voice

The assumption on most social networks is that any conversation between the company representative and the customer (or potential customer) is open and visible to all, whether as Twitter messages or a Facebook wall discussion. Calls to a contact centre … Continue reading

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Spending on social media to increase in 2012

First off, let me wish all my blog readers, partners, clients, colleagues, and friends out there on the Internet a great 2012. I hope you enjoyed the holiday season, but now it’s time to get things going again. At Teleperformance … Continue reading

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Taking customers on a journey

The speed of change in the way we communicate with each other and the  organisations around us has meant a significant shift away from the traditional focus on ‘Customer Service’ and the embracing of an overall ‘Customer Experience’. Customers don’t think … Continue reading

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