Tag: Customer Experience

Social Customer Care – Infographic

There is a clear indication as to where the volumes shifts are expected. Social customer care is fast becoming a preferred channel for interaction. If you’re in the travel or airline industry, adoption of Social customer care is a must

UK CUSTOMER EXPERIENCE AWARDS 2017 FINALISTS SHORTLIST

Mindpearl shortlisted for 5 awards at this years Customer Experience Awards

Recruiting the right people

Employers will want nothing more than to recruit the right employee who will blend in easily, and start creating impact as soon as they are settled in.

Airlines Turn to Outsourcing to Keep Lid on Costs – Malaysia Bridges the Gap between Customer Service Delivery and Cost Reduction Strategies

Airlines Turn to Outsourcing to Keep Lid on Costs – Malaysia Bridges the Gap between Customer Service Delivery and Cost Reduction Strategies Airlines have faced bankruptcies, irregular operations, the effects of regional unrest, and rising oil prices, which lead to the industry driving strategic use of outsourcing as a mechanism to combat such cost and […]

The Impact of Poor Customer Experience on Retailers – Call Centre Disconnect

The Impact of Poor Customer Experience on Retailers – Call Centre Disconnect I read an infographic the other day, called ‘The bottom line cost of bad customer service’, which inspired this article. I would highly recommend reading the infographic for yourself, but let me share some of the most shocking highlights with you: Expectations are […]

Customer Service and Contact Centres – A Year in Review

Customer Service and Contact Centres – A Year in Review In the beginning of this year, the Dimension Data’s 2016 Global Contact Centre Benchmarking Report revealed four trends that would shape the contact centre industry for the next five years, namely: Customer analytics Integrated customer journeys Digital capabilities Personalised service offerings I thought it would […]

The Customer Service Experience you should create for today’s Airline Customer

The Customer Service Experience you should create for today’s Airline Customer. With Mindpearl recently winning the global contact centre outsourcing contract for Malaysia Airlines, I found myself relocating to Malaysia to manage this account from our newest centre, in Kuala Lumpur. Given Malaysia Airlines’ brand presence and prominence in global aviation, Mindpearl’s airline expertise and […]

Mindpearl Proudly Commemorates Fiji’s Global Sourcing Association European Awards Shortlisting as the Outsourcing Destination of the Year 2016

Fiji was shortlisted as the Outsourcing Destination of the Year in the Global Sourcing Association’s (GSA) European Awards 2016. Driven by demands in the outsourcing environment to offer a high quality and low cost English language alternative to those established offshore locations such as India and the Philippines, Mindpearl broke with convention and opened an outsourced international […]

Fiji – The Contact Centre Industry’s best-kept Secret

On the 25th May 2016, Mindpearl, in partnership with Matchboard, will be hosting a boardroom lunch event in Melbourne, Australia. The event is aimed at revealing exactly why more and more Australian, New Zealand and global brands are outsourcing to Fiji – EOA’s Offshoring Destination of the Year 2014. Attendees will discover the facts about Fiji’s friendly native English-speaking […]

My Top Five Contact Centre Predictions for 2016

My Top Five Contact Centre Predictions for 2016 As the second quarter of 2016 begins we find ourselves very busy planning for the rest of 2016. In 2015, the contact centre industry experienced a number of shifts and changes, and this quarter has proved to be no different. Dimension Data’s Global Contact Centre Benchmarking Summary […]

The Benefits of Business Continuity Planning (BCP)

The Benefits of Business Continuity Planning (BCP) For larger companies, the contact centre is a critical business system. The U.S Small Business Administration in Washington DC reports (source) approximately 25 percent of businesses that are affected by disaster fail to reopen. The implications of an unplanned and unprepared for event can be devastating for any […]

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 […]

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 Front Line Staff and Customers We have learnt from first-hand experience the impact leadership training can have on, not only front line 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 […]

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 […]

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 […]

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? 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 service is a […]

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 Voice Support? Clearly, social customer care offers companies an opportunity to improve customer service, change the perception of the call centre industry and reduce […]

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 […]

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