Tag Archives: contact centre

Engage Customer 2015: What I’m Looking To Learn

We are just three weeks away from the Engage Customer 2015 summit in London. This event always proves to be an excellent day where people on the frontline of managing customer interactions can debate current problems and future strategies. There … Continue reading

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Is RPA really a significant threat to Offshore BPO?

I have blogged recently about the ‘rise of the robots’ and the positive benefits associated with this for Business Process Outsourcing (BPO). A number of industry commentators have made reference to the impact on offshore BPO as companies look to … Continue reading

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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

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When Was Your Last Great Experience as a Customer?

When was the last time you interacted with a brand and came away from the experience feeling really good – as if they really understood you and appreciated you as a customer? Unfortunately, for many people this is a difficult … Continue reading

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In 2015 the focus is on great customer experience.

It’s a new year. A lot happened in 2014 and the world of customer service in general is moving fast, but I think that there is going to be a subtle change in how business operates in 2015. And I … Continue reading

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Vote now for the most respected contact centre professional!

Call Centre Helper is one of the most important sources of news and information for those of us involved in the contact centre and customer service business in the UK. CCH recently asked their readers to nominate who are the … Continue reading

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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

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