Items tagged with : Customer Service
Being social with your brand in an increasingly digital age
The astronomical growth of social media has rocked the boat for the entire customer service industry. Organisations can no longer ignore the influence...
22 November 2011 | Articles, Customer Service, Functions Other, Global, All Columns,Building Customer Relationships Through Effective Service
A recent research report, commissioned by Oracle, which questioned 1,500 consumers and 250 contact centre managers, revealed a startling difference be...
07 September 2010 | Global, UK, Europe, Resources, Customer Service, Functions, Regions,Criteria for a Third-Generation Chat Solution: Customer Service
A Delivery Model for Incremental Online Conversion. Download the Criteria for a Third-Generation Chat Solution: Customer Service PDF here
08 February 2012 | Resources, Customer Service, Global,Customer Service – a necessary cost or profit opportunity?
In today’s highly competitive environment and period of recession businesses are faced with a difficult dilemma:they need to provide exceptional custo...
07 September 2010 | Customer Service, Global, UK, Europe, Resources, Australia, Functions, Regions,Does your customer service strategy include the latest user trends?
Most customer service strategies include common channels to allow contact with end users through phone, chat or web interactions. Referred to as “cont...
21 January 2011 | Articles, Customer Service, North America / Caribbean, USA, Global, All Columns, IT,Dog food and steaks: how authenticity helps validate technology solutions
Recently I was heavily involved with organising an online event called IBF 24. This was all about intranets. Lots and lots of intranets – in fact 24 h...
22 June 2011 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,Engaging with customers from day one
“During tough economic times, your existing customers are more important to you than ever” A quote from a recent article entitled “Customer experience...
15 April 2011 | Resources, Customer Service, Regions, Europe, Functions,Everything old is new again
The "invisible hand of the market" is the term economists use to describe the self-regulating nature of the marketplace. The invisible hand ...
22 September 2011 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Asia/Pacific, Australia, All Columns,Handle Time...
This week, the Sourcing Sage shines a humorous light on a practice which gives an entire industry a bad name...
04 May 2012 | Articles, Customer Service, Global, All Columns,HGSL buys Careline Services
Hinduja Global Solutions (HGSL), a subsidiary of the Hinduja Group, has announced the acquisition of UK-based call centre and customer relationship sp...
23 June 2010 | Articles, Customer Service, Europe, UK,International Contact Center Summit
Network and learn from industry leaders in operations, technology, and customer care across a variety of industries and from beyond your borders. Inte...
02 September 2011 | Events, Conferences, Customer Service, North America / Caribbean, USA,It’s time for contact centres to get socially responsible
In today’s competitive environment and uncertain economic climate, running a modern outsourcing contact centre has to go beyond the traditional “cost-...
22 February 2011 | Articles, Customer Service, Global,Making Contact
This article originally appeared in Outsource Magazine Issue #25 Autumn 2011 The word “revolutionary” is bandied about extremely liberally, and fre...
28 September 2011 | Articles, Customer Service, Functions Other, Global, All Columns,OPINION: Is offshoring the right solution for outsourcing?
During the last ten years we have seen an overwhelming trend to cut costs by outsourcing back office processes and software development to offshore lo...
28 July 2011 | Articles, Customer Service, Global, All Columns,Percepta UK Ltd
Percepta is a Customer Experience organisation. This means we help businesses understand the journey of their customers, integrate customer voice and ...
01 September 2010 | Directory, Customer Service, Europe, UK, Functions, Regions,Percepta’s RoadmapTM methodology: Driving increases in customer satisfaction
We have all been there, you have been set a target for improving customer satisfaction and although you understand the importance of the target — what...
15 April 2011 | Resources, Customer Service, Europe, Functions, Regions,Providing an All-Round Service for Clients
As well as delivering contact management solutions to our clients’ customers, Percepta also specialise in delivering effective solutions that provide ...
15 April 2011 | Resources, Customer Service, Europe, Functions, Regions,Q&A: Anton Manley, HEROtsc
Earlier this year, HEROtsc's Anton Manley was acclaimed as Senior Manager of the Year at the prestigious European Call Centre and Customer Servic...
02 December 2011 | Articles, Customer Service, Europe, UK, Global, All Columns,Q&A: David Poole, CEO, Serco Global Services UK & Europe
It's been a fascinating - and hugely significant - few quarters for Serco, with the outsourcing giant making a number of strategic acquisitions a...
15 May 2012 | Articles, Europe, UK, Global, All Columns,Q&A: Don Peppers, Peppers & Rogers
Don Peppers is one of the world's foremost authorities on customer-focused relationship management. With his business partner Martha Rogers, he i...
17 August 2010 | Articles, Customer Service, Europe, UK, North America / Caribbean, USA, Global,SITEL Voice Architecture
SIP Voice Architecture: What is it? And how contact center operators can save money using it. Download the SITEL Voice Architecture PDF here
08 February 2012 | Resources, Customer Service, Global,Social Issues
This article originally appeared in Outsource Magazine Issue #23 Spring 2011 Does “social” equate to more or fewer opportunities for outsourcers...
04 April 2011 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,Social Media Customer Engagement
Strategic Planning Considerations For Contact Centre Organisations Download the Social Media Customer Engagement PDF here
08 February 2012 | Resources, Customer Service, Global,Stupid is as stupid does...
Maybe the title is a bit harsh but it is certain to attract attention and point to problems that affect the outsourcing industry. It is quite interest...
04 August 2011 | Articles, Global, All Columns, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other,Taking the At-Home Agent Model to the Next Level
Introducing an outsourced secure, cloud based approach to work-at-home agents. Download the Taking the At-Home Agent Model to the Next Level PDF here
08 February 2012 | Resources, Customer Service, Global,Telecom Service Centres Ltd
Customer Management InnovatorsHEROtsc are innovators in the design, development, deployment and delivery of insightful customer management solutions. ...
02 September 2010 | Customer Service, Directory, UK,The big switch to smart service
With some organisations taking up to 70 million calls a year, and with workforces of close to 10,000 agents, outsourcers continue to be selected on th...
24 October 2011 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,The Business of Research: the Proof of the Pudding is in the Eating
Veena Iyer explains why, whether it is a restaurant or a research outfit, when it comes to understanding the needs of a customer and satisfying and re...
18 January 2011 | Global, Articles, Customer Service,The Future is Now
This article originally appeared in Outsource Magazine Issue #23 Spring 2011 Virtual Assistance and Artificial Intelligence are here for customer ser...
06 April 2011 | Articles, Customer Service, Global, All Columns,The Next Big Thing to hit call/contact centres and customer service
Predictions Over the next five years the call/contact centre industry will undergo enormous change. Consumer and business customers will no longer ha...
02 November 2010 | Articles, Customer Service, Global, All Columns,The Power of Behavioural Economics
This article originally appeared in Outsource Magazine Issue #27 Spring 2012 From the shop checkout assistant who wishes you a good day whilst look...
05 April 2012 | Articles, Customer Service, Global, All Columns,The Roadmap to Customer Loyalty
One of the main business objectives all over the world is how to grow in a cost-effective way. There has been a lot of talk over the past few years ab...
07 September 2010 | Global, UK, Europe, Resources, Customer Service, Functions, Regions,VendorRelate
Since early 2010 VendorRelate has been providing a "catalyst for change" in managed service relationships to both vendors and customers thro...
13 December 2010 | Directory, Customer Service,When a customer calls for help…
I have worked in large corporations in customer service for several decades. As an executive, I know that customers who buy our wares also buy our sup...
20 April 2011 | Articles, Customer Service, Global, All Columns,Why Santander and New Call Telecom came back to Blighty
As India teeters on the brink of double-digit inflation, Santander and New Call Telecom announce that they are bringing operations back to the UK. Whi...
25 July 2011 | Articles, Customer Service, Europe, UK, South/Central Asia, India, All Columns,
Outsource magazine and the ACCA announce an exclusive partnership
