Are Call Centre Jobs About To Become Far More Interesting?

Mark Hillary | Posted 24.03.2014 | UK
Mark Hillary

Maybe outsourcing isn't so bad after all? Brands wouldn't be able to offer the customer service that consumers expect if they didn't work with an expert in the business and it's also creating thousands of jobs that are just getting better and better. Don't knock it.

Do You Call Customer Service for Help or Just Tweet?

Mark Hillary | Posted 19.03.2014 | UK Tech
Mark Hillary

About a decade ago, many companies in the UK pushed their customer service centres offshore to new call centres located far away - often in India or the Philippines. The aim was to save money because the captains of industry bought into the idea that distance was dead - work in call centres can be performed anywhere by anyone.

Ealing Tweetup Shows London How to Go Social

Mark Hillary | Posted 25.09.2012 | UK Tech
Mark Hillary

I started the Ealing Tweetup three years ago as a meeting where a few local neighbours, who all used Twitter, got together to talk about their online experiences - it was initially no more than a single table of people chatting together.

Why Do I Use Twitter?

Alistair Niederer | Posted 19.08.2012 | UK Tech
Alistair Niederer

My colleagues often ask why I use Twitter so often. There is a belief amongst those who do not really use it that everyone is just broadcasting the details of their breakfast, or which train they are waiting for. This is a misconception.

We Are Chained to Work 24/7 by Our Social Media Profiles

Mark Hillary | Posted 08.07.2012 | UK Tech
Mark Hillary

If a CEO has his position and company name featured on his Twitter profile and Monday to Friday the account features mainly corporate news and comment, then he gets drunk on a Saturday and starts tweeting sexist jokes it is almost impossible to imagine that the 'this is only my personal view' defence would stand.

Forget the London Olympics: This is the Social Olympics

Alistair Niederer | Posted 20.06.2012 | UK Tech
Alistair Niederer

I would like to draw your attention to something that I find really interesting about the London Olympic games - that it will be the first time there is a truly social online Olympic event, there is even an online hub connecting fans with athletes.

Do Twitter Users Ever Meet in 3D?

Mark Hillary | Posted 09.06.2012 | UK Tech
Mark Hillary

For as long as I can remember some people have suggested that the use of computers to communicate with others is anti-social and leads to the decline of in-person socialisation, like having a pint in the pub with friends.

How Customer Service has Been Turned Upside Down by Social Media

Mark Hillary | Posted 23.12.2011 | UK Tech
Mark Hillary

You no longer need to ring a company to complain about their products or services, they will get in touch with you because you complained publicly on Facebook or Twitter. This is turning the entire customer service model on its head.