Tag Archives: understanding

Empathy is the greatest asset

When people complain that they hate contact centres, it is usually a lack of empathy that they are complaining about. If I think about the times that I have had to call on the customer service function of a company, … Continue reading

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Firth in debt: Collecting collections

I’m head of sales for the Teleperformance collections business and people outside the industry often ask me what ‘collections’ really means. I tell them that we collect debt on behalf of clients who are either struggling or just don’t have … Continue reading

Posted in Customer Service, Outsourcing | Tagged , , , , , , , , , , , | 1 Comment