Tag Archives: revenue

An Improved Customer Experience Drives Revenue Growth

For years I have talked to companies about the value of improving how they manage customer service. Back in the days when contact centres were just considered to be necessary cost, it became clear that agents could up-sell and cross-sell … Continue reading

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

Focus on the long-term for success

Our group results for 2012 were just announced last week and I’m really pleased to say that they were very good indeed. The market may be more competitive than ever, but Teleperformance is doing well for a number of reasons. … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service | Tagged , , , , , , , , , , , , , , | 1 Comment

The dark side of cross-selling to customers

Once the customer service function used to be a drain on company resource. If only a product could be sold and then the customer forgotten then all that money sunk into call centres and answering customer enquiries could be saved. … Continue reading

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