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Customer experience + Contact Centre Services

What comes first, the big data or the experience?

David Turner Chief Executive Officer at Webhelp UK – Customer Experience Innovators Over the last 30 years face-to-face interactions have reduced, new channels have emerged and the once simple task of knowing your customer and meeting their needs has become more difficult. Or has it? In this multi-channel age, do you know your customers better? […]

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Challenger Utilities Growing Faster Thanks to Customer Service

The ‘Big 6’ companies, who serve around 9 in every 10 homes in Britain, dominate the UK energy market. But several smaller ‘challenger’ utility companies are now challenging this market domination. The figures are quite startling. At present around 11% of households use a challenger utility rather than a Big 6 provider. This works out […]

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Transforming the Customer Experience

Companies that Have Transformed the Customer Experience Customer experience transformation is underpinned by considerable knowledge, careful, expert data analysis and – most importantly – getting to know your customer. It’s impossible for any B2C company to serve customers well if it doesn’t know who they are, or if its people have become so immersed in […]

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Leading business process outsourcer Webhelp officially unveils new site in Riga

RIGA, AUGUST 24, 2017. Leading global business process outsourcing and customer experience expert Webhelp, officially unveils a new site in the capital of Latvia, Riga to create more than 200 jobs by the end of the year. It allows Webhelp to expand and offer Russian language capability from a new base in the EU. With […]

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Customer experience optimisation in insurance

Every industry battles its fair share of challenges while optimising their customers’ experiences – across channels and product/service portfolios. The insurance sector is one where customer churn is high and defecting to competition is becoming increasingly commonplace. The rise of online comparison services combined with the very nature of insurance policies puts customers at higher […]

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Webhelp acquires Runway BPO

Webhelp reinforces its best-in-class nearshore portfolio Acquisition of Top Multilingual Customer Experience Firm Runway BPO Completed PARIS, May 16th, 2018 – Global leading BPO and customer experience company Webhelp has confirmed the acquisition of the majority of the share capital of top multilingual nearshore firm Runway BPO has been completed. Runway, which is headquartered in...

News
Webhelp Wins Four Awards in the 2017 BPeSA and CCMG Awards

Leading global customer experience and business process outsourcing expert Webhelp has been named the top operator in four categories at this year's BPeSA and CCMG Industry Awards. For the first time this year industry bodies BPeSA and CCMG joined forces to run a combined awards process. The BPO...

Case Studies
Insight Partnership with a Major Telco Provider

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Whitepaper
Digital Coaching: Retailer Feature

'Wouldn't you rather not call me?' Why the contact centre's biggest contribution to retail success is to drive contact online. Two years ago the global consulting firm Deloitte threw a cat among the retailing pigeons with its prediction that by 2020 physical stores would be replaced by...

Blog
[Infographic] Transformation of Outsourcing: From the 60s to the present day

Outsourcing has well and truly transformed over the decades... From the first known 'call centre' in the 60s, to the Continental Airlines telephone booking system off the 70s, through to the multichannel options available on our mobile phones today... ...it's easy to see how customer...

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