Tag Archives: team

Agent Effort is as Important as Customer Effort

Take a look at every customer service or contact centre magazine (or blog) and what are the usual focus areas? Of course there are all the discussions around trends in the market and how fast things are changing, but one … Continue reading

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Getting proactive with customers

If you had to think of a single industry where customer service matters less than any other then football clubs might be high up on the list. Fans choose their football clubs when they are young and tend to stick … Continue reading

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Saying thanks at Christmas

We live in a multicultural society where not everyone celebrates Christmas as a religious event, but the significance of this festival extends beyond the Christian faith thanks to it being just a week before the end of the year. This … Continue reading

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Teleperformance UK is on the NOA award shortlist!

The National Outsourcing Association Awards (NOAAs) – shortlist has just been announced and 38 different companies have made it onto the shortlist this year. Because the shortlist features so many different companies and is so representative of the industry as … Continue reading

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Am I a micromanager?

Who believes that they are a micromanager? The business magazines and books all tell us that it is wrong so you won’t see many people admitting to it, but with so many complaints we can be sure that the era … Continue reading

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How do you define great customer service?

What is great customer service in a multichannel environment? It should certainly involve social media, but there are some more fundamental rules than just answering customer comments on Twitter. The Guardian recently explored the five key attributes of great service … Continue reading

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NOA Awards: Shared service centre of the year…!

I’m delighted that Teleperformance UK won the National Outsourcing Association Award (NOAA) for shared service centre of the year last week. This was particularly special because our client, The Student Loans Company, works with both Teleperformance and RESPONSE to answer … Continue reading

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