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Archive: Blog

Multilingual Service – Are you missing an opportunity to improve customer satisfaction?

Multilingual Service – Are you missing an opportunity to improve customer satisfaction? I am always baffled when I call a contact centre whose language service is English only. Just as organisations cannot expect customers to tolerate single-channels, nor can they expect customers to be English-speaking-only either. Asking a caller, “Do you speak English?” or requesting […]

The power of the Agent – The key to transforming your Customer Contact Centre

The power of the Agent – The key to transforming your Customer Contact Centre In the last 2 years we have seen a shift in the contact centre industry. As customer experience has become a more central focus, the correlation to employee satisfaction and retention has also become clearer. More and more companies are realising […]

What Impact is Social Media usage during office hours having on your Business?

What is your business doing about it?

Mindpearl’s Fiji Contact Centre operation has over 650 staff today and employee engagement is very high in our order of priorities. We firmly believe motivated and engaged people are more productive people and social media is very much a part of everyday life these days.

Where is the Customer Contact Centre going in 2015?

Where is the Customer Contact Centre going in 2015? In an increasingly competitive world just meeting customers’ expectations is no longer going to cut it. 2015 can be a great year for the customer contact centre, for companies that exceed customer expectation. It’s time for companies to rethink their servicing strategies, by putting more focus […]

The impact of leadership training and development on frontline staff and customers

The impact of leadership training and development on frontline staff and customers We have learnt from first-hand experience the impact leadership training can have on, not only frontline staff, but the overall customer experience. This is a business concern we recently addressed within our own company and the results have been staggering. I’d like to […]

Your invitation to the SA House Business Breakfast 19th February 2015

Mindpearl in conjunction with South Africa’s department of Trade and Industry is pleased to invite you to a business breakfast with the South African delegation Are you interested to find out about how to digitally engage with your customers? How has digital communication changed the contact centre industry? What does South Africa have to offer as […]

A greater focus on the people to achieve maximum value from outsourcing

William Pattison speaks about a greater focus on the people to achieve maximum value from outsourcing Outsourcing is largely a people industry. Our people are the livelihood of our business and their satisfaction is central to the success of our company.  I believe they are also central to the success of the outsourcing industry as […]

SAVE THE DATE! Up and coming events in Australia and the UK

Mindpearl in conjunction with South Africa’s Department of Trade and Industry is pleased to invite you to a business breakfast with the South African delegation. Join us at one of the up and coming Business Breakfast events in Australia and the UK to find out more about South Africa’s value proposition as an Offshoring destination. […]

Mark Mahoney suggests 10 top tips to improve customer experience process improvement

Mark Mahoney suggests 10 top tips to improve customer experience process improvement Great customer experience doesn’t just happen: it is designed. There is no ‘one size’ fits all customer experience design that you can adopt. What is right for one brand might not be right for another. That is why we believe in offering our clients […]

My top tips for good outsourcing contracts – How do you avoid the pitfalls?

My top tips for good outsourcing contracts – How do you avoid the pitfalls? By Karin Dale Deciding to outsource your contact centre is a key strategic choice which will affect your organisation in the medium and long term. Many pitfalls can be avoided with the right outsourcing contract. Whether you are putting a contract […]

Workforce optimisation: Get the most out of your workforce, without working them to death

William Pattison, CEO of Mindpearl explains how a follow-the-sun philosophy has helped to maximise workforce optimisation. “I made a conscious decision to put people above all things, and it paid off commercially as well.” I believe to be successful at achieving maximum value from outsourcing, we need to invest in retaining key skills within the […]

Keeping things personal vs saving costs – can mobile customer service be the answer?

”Can mobile customer service change the face of the contact centre industry?” asks Fiona Meijer-Innes. Every company is looking for ways to be efficient. From Human Resources to Production, no department is immune. This is also true for customer service. For decades customer service was seen as an expense. Today, most executives agree, that customer […]

Social customer service can move your contact centre to the next level, if you do it right

Did you know that over a third of customers who interact with a brand online do so to complain and one in three social media users prefer social customer care over call centres? by Alan Graham Clearly, social customer care offers companies an opportunity to improve customer service, change the perception of the call centre […]

Emerging outsourcing destinations – Fiji’s – Unique Selling Proposition

Emerging outsourcing destinations – Fiji’s – Unique Selling Proposition I always get asked, ‘Why Fiji as an outsourcing destination?’ There are a number of attributes that can sum up the attractiveness of Fiji as a BPO delivery location for English language, but the simple answer is brand protection. Emerging outsourcing destination: Why Fiji? We started […]

Alan Graham takes a look at outsourcing in South Africa and describes the benefits the destination can bring to the business

Alan Graham takes a look at outsourcing in South Africa and describes the benefits the destination can bring to the business When outsourcing first became popular, outsourcing was purely a cost saving mechanism. The mobile revolution has created a 21st century customer who demands more. In recent years, companies are thinking about the long term […]

The million dollar question: ‘Is outsourcing right for you?’ or 11 benefits of outsourcing

  Do you want to increase efficiency, improve service, increase sales/revenues, and reduce cost? Plus 7 more benefits of outsourcing by Karin Dale In the past companies have primarily looked outside their own organisations for outsourcing requirements to save costs. But it is very important to consider many other factors before going down the outsourcing […]