The Pillars of Experience on #CXO Twitter Chat

The #cxo Twitter chat topic this week, 22nd July, was focused on the Pillars of Experience - covering aspects like customer experience optimisation through data interpretation, understanding the user experience revolution from a marketing perspective and the relationship between customer needs and business goals. The infographic below contains some of our most popular tweets from the session and an overview of how we've engaged with the rest of the #cxo clan. We've also storified our tweets from the session hosted by IBM Big Data and Lynn Teo, Chief Experience Officer at McCann.

Follow us on Twitter @WebhelpTSC to keep up with our tweets on company updates, customer experience and customer service!


Webhelp UK wins Mobile by Sainbury’s Contract

One of the UK’s largest customer experience providers – Webhelp UK – has won a significant new contract with Mobile by Sainsbury’s.

Mobile by Sainsbury's will offer Nectar points on packages, handsets and accessories. The mobile network will be run as a joint venture between Sainsbury's and Vodafone.

The two year, multi-channel, contract will involve advisors based at Webhelp UK’s Warrington site handling pay as you go customer calls and emails on behalf of Sainsbury’s new mobile phone network venture.

Mobile by Sainsbury’s is the latest in a number of new client wins for the company this year, including contracts secured with PhotoBox and NOWTV, as the company’s strategy for growth gathers pace.

Mike Purvis, Sales & Marketing Director at Webhelp UK, said: “Mobile by Sainsbury’s is an exciting brand for the Webhelp UK team to be working with. The breadth of our Mobile sector experience along with our focus on insight-led solutions will ensure we continually deliver the best possible customer service to Mobile by Sainsbury’s customers at a competitive cost to serve. Our focus on delivering excellent customer experience by reducing customer effort, integrating channels and applying appropriate next best action strategies at an individual customer level is clearly a winning formula” 

Mobile by Sainsbury’s Marketing Director, Emma McLaughlin, said: “Mobile by Sainsbury’s is delighted to be working with Webhelp UK in delivering a great experience for our customers.”

Webhelp UK, which was formerly known as Webhelp UK was acquired by Webhelp Group earlier this year, creating one of the largest customer experience providers in Europe, with revenues in excess of 370m Euros, 35 centres employing 17,000 people.


What’s hot – July 2013 Edition

Take a look at the first edition of Webhelp UK's monthly newsletter. Topics covered include industry trends, company updates, site tours and lots more!

 


Webhelp UK helps Increase Employment in Derby

This article from the Derby Telegraph states how Webhelp UK has helped increase employment and provide opportunities for local jobseekers in Derby and Derbyshire.

Click here to read the article


Data Driven Marketing on Twitter #CXO Chat

On Monday the 15th of July, the topic being discussed on the weekly Twitter #cxo Twitter chat was Data Driven Marketing. We joined the #cxo clan, consisting of industry experts and enthusiasts, in sharing ideas on how data driven marketing can improve customer experience and generate deeper insight for organisations. We've Storified our top tweets from the session in the infographic below:


Discussing the Future of Retail on Twitter #CXO

This week's #cxo Twitter chat was focused around the future of retail, where several customer experience enthusiasts joined in in the discussion. Key points discussed included better understanding of customer behaviour, the role of technology in retail and gathering useful insight from customer data. Take a look at our Infographic below to read through the questions and our tweets/ retweets.

 


Scottish MP presents Award to Webhelp UK Team

Cathy Jamieson, MP for Kilmarnock & Loudoun visited Webhelp UK's Kilmarnock customer experience centre this week, to present the team with a major award for its commitment to the health and wellbeing of its people.

Webhelp UK, which provides customer experience solutions on behalf of some of BritainÂ’s biggest brands, received the Healthy Working Lives Bronze Award following a successful campaign of support and initiatives aimed at its 550-strong team.

The event, which saw Cathy Jamieson unveil a plaque at the site, also included a health fair with Lloyds Pharmacy and McMillan Cancer.

Since October 2011, a range of initiatives and programmes have been created, providing team members with advice and encouragement.

Campaigns included ‘Fruity Fridays’, where the company’s traditional free fruit project was taken a step further and featured a range of more exotic and unusual fruits available to taste. Other initiatives included a Zumbathon that saw the team get active and a mental health awareness week that took place last November.

HR Business Partner at Webhelp UK, Lisa Huggins, said: “We’re really pleased Cathy Jamieson was able to come along to the site and show her support for the work we have been doing. The Kilmarnock site has been the pilot for the wider Webhelp UK estate, providing better wellbeing support to staff members and we’ll be rolling similar health and wellbeing projects out across the UK.

“We started by asking people how we could help and we were amazed with the engagement. We’re already focussing on progressing towards a Silver award for Kilmarnock.”

Cathy Jamieson, MP for Kilmarnock & Loudoun, said: “I was delighted to present the Bronze Award to Webhelp UK and find out more about what the team has done to achieve this. Keeping healthy at work is important, and initiatives like “Fruity Friday” can make a big difference to lifestyles.

“It was also interesting to hear how the company offers flexible working patterns, which can accommodate caring responsibilities and how this has helped retain skilled workers. Health at work is not just about avoiding accidents and injuries and the team at Webhelp UK show how a proactive approach can bring benefits to the workforce and the company.”

Cathy Jamieson MP presents Webhelp UK Kilmarnock with Healthy Working Lives Award Cathy Jamieson MP presents Webhelp UK Kilmarnock with Healthy Working Lives Award Cathy Jamieson MP presents Webhelp UK Kilmarnock with Healthy Working Lives Award Cathy Jamieson MP presents Webhelp UK Kilmarnock with Healthy Working Lives Award Cathy Jamieson MP presents Webhelp UK Kilmarnock with Healthy Working Lives Award Cathy Jamieson MP presents Webhelp UK Kilmarnock with Healthy Working Lives Award


Webhelp UK crown their Customer Experience Stars

Six customer experience experts from Webhelp UK have been crowned customer experience stars at a glittering gala awards ceremony held at Stirling Castle – the favoured residence of Scotland’s kings and queens.

For the third year in succession, Webhelp UK rolled out the red carpet for the kings and queens of the Customer Experience industry at the ‘Our Heroes’ awards.

As one of EuropeÂ’s largest independently-owned customer experience companies, Webhelp UKÂ’s annual event saw hundreds of people from across the companyÂ’s UK-wide network of ten sites join together with colleagues from Paris in a celebration of some fantastic individual achievements.

The attendees were nominated by their fellow colleagues as the company looked to find star performers in six main categories – with the enticing prize of a £1,000 cheque waiting for the winner of each.

There were great celebrations at Stirling Castle as the winners were announced by Webhelp UK CEO David Turner and Steve McKenna from Real Radio. They were:

  • Team Leader of the Year – Suzanne McGinty (Rothesay)
  • Role Model (Operations) of the Year – Mark Cowan (Glasgow)
  • Role Model (Support) of the Year– Luke Kinsella (Warrington)
  • Customer Experience Advisor of the Year (As voted by Line Manager) – Shane Oates (Dearne Valley)
  • Customer Experience Advisor of the Year (As voted by Colleague) – Craig Sheppard (Derby)
  • Innovation Award  – Jaclyn McKenzie (Warrington)

There was deserved praise and compliments for those who made the short list of awards - underlined by the difficult job the judges had to make when faced with such a barrage of nominations across the nine sites in the UK.

As well as the overall winners, further significant contributions were recognised with trips to London to visit the new £600 million studios at Sky, where Sky Sports news and Sky 1 dramas are filmed.

The evening included a Vodafone F1 car and a tyre changing competition that ran throughout the night, a pipe band played whilst medieval actors, including a king, queen and court jester kept the team thoroughly entertained.

Webhelp UK CEO, David Turner, acknowledged another year of fantastic performances by the team: “This is the event which recognises and rewards the team members who go that extra mile in their day to day work. We’re a people based business and so to read some of the nominations for people who are doing such fantastic work and making a difference in our business makes me very proud. The dedication and quality of our team, right across the UK, is what sets us apart as a business.”

Heroes Awards 2013Heroes Awards 2013Heroes Awards 2013Heroes Awards 2013


Channelling the Experience

Companies often think they’re doing well by offering their customers several channel choices for service and sales contact but unless those channels are connected, the customer experience is likely to be disappointing. The cost for running these disconnected channels may be higher and they may not be as profitable as a more omni-channel approach.

David Turner, CEO of Webhelp UK, speaks to Business Reporter about the importance of creating an omni-channel experience for today's digital-savvy customer. Distributed with the Sunday Telegraph on 30th July, this feature contains David’s views on omni-channel customer service that allows companies to meet and exceed customer expectations.

Click here to download the PDF of David’s article.
Click on the book link below to view the Business Reporter feature, where David’s views are present on page 6. Alternatively, click through to view it on the Business Reporter website.