Tag Archives: whatsapp

Making services innovation a reality today

Posted on November 11, 2014 by Matt Sims

Outsource Magazine and the consulting firm Alsbridge were recently looking for some examples of innovation so I thought I’d respond here on the blog with a few ideas. Innovation is a word that is used so often in product brochures … Continue reading →

Posted in Contact Centres, Current Affairs, Innovation, Strategy | Tagged , , , , , , , , , , , , , , , , , , | Leave a comment

Outsourcing: does size really matter?

Posted on August 12, 2014 by Matt Sims

A recent blog by William Carson here on the Teleperformance UK pages explored the perceptions of size in a partner company. This is a question any company executive will ask when they are about to select a partner to work … Continue reading →

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

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

Posted on July 10, 2014 by williamvcarson

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 →

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

Are you answering #custserv texts on Whatsapp?

Posted on May 16, 2014 by brownsourcing

The business magazine Forbes recently published research undertaken by the Pew Centre in the USA that indicates American retailers are seeing a shift towards SMS text messaging by customers seeking support. This strikes me as odd. One look at the … Continue reading →

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

Are customers moving to mobiles for #custserv?

Posted on March 18, 2014 by Matt Sims

Earlier this year, Kate Leggett from Forrester published her top ten predications for customer service in 2014. One of them was particularly interesting to me: Trend 2: Customer Service Will Adopt a Mobile-First Mindset Customer service mobile applications remain nascent as … Continue reading →

Posted in Current Affairs, Customer Service, Social Media, Telecoms | Tagged , , , , , , , , , , , , | Leave a comment

Should you be exploring Whatsapp for #custserv?

Posted on March 3, 2014 by Julia Gibbs

So now your multichannel customer service strategy allows customers to tweet, to post messages on Facebook, as well as calling or emailing. What could possibly be next? How about supporting Whatsapp? Before you reply that this is just a text … Continue reading →

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

Will mobile roaming charges be scrapped soon?

Posted on February 13, 2014 by simondillsworth

In a move that will be cheered by many European business customers, Orange has started the process of scrapping their roaming fees for customers using their phones overseas. The French company has started applying new tariffs for their customers in … Continue reading →

Posted in Current Affairs, Customer Service, Innovation, Telecoms | Tagged , , , , , , , | Leave a comment