Alistair Niederer
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Alistair is the Chief Executive Officer of Teleperformance UK and South Africa responsible for ensuring that over 6,000 people are doing a great job for our clients.

Alistair is an innovative industry leader in Outsourcing and has a successful track record in running efficient growth businesses in Europe, Asia and Australasia - always making a significant contribution to the strategic direction of the organisation.

He possesses excellent management, relationship building and analytical skills that are used to exceed targets, improve operations and increase profitability. Leveraging his 25 years of business experience, he is a creative problem solver who can build and manage effective teams to meet challenging customer, team and business needs.

Entries by Alistair Niederer

In The Era Of The Democratised Customer, What Kind Of Customer Service Do You Prefer?

(0) Comments | Posted April 2, 2015 | 1:26 PM

For the past few years I have been blogging about how far and how fast customer service has changed. A decade ago companies would give you a phone number to call and an email (if you were lucky) and these were your only choices if you wanted help. Now there...

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When Was The Last Time You Actually Enjoyed Calling A Contact Centre?

(0) Comments | Posted February 26, 2015 | 7:33 AM

When was the last time you interacted with a brand and came away from the experience feeling really good - as if they really understood you and appreciated you as a customer? Unfortunately, for many people this is a difficult question as it is easier to remember all those difficult...

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What Customer Service Challenges Will 2014 Bring?

(0) Comments | Posted December 9, 2013 | 9:38 AM

I recently asked readers on my blog about the customer service trends that they think would be prescient for 2014. I have seen some great comments on Twitter and I'd like to use this article to give you a couple of my own ideas, hopefully so you can...

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Can You Improve Customer Service By Empowering Your Team?

(2) Comments | Posted November 3, 2013 | 4:59 PM

Your business has clear ideas about how it should present itself to the outside world. This leads to rules and guidelines about how employees should communicate with customers and others on the outside. But when those rules become so rigid that they appear to prevent the employee from helping a...

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Retail Has Changed Beyond Recognition in Just Five Years

(0) Comments | Posted October 16, 2013 | 3:51 PM

Business Week magazine recently described how consumer behaviour has changed in the US since the economic downturn. Of course the downturn affected many more places than just the US, with the UK experiencing a prolonged downturn too. Given the number of charity shops and boarded windows still on...

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Is There a Digital Divide for Customers?

(0) Comments | Posted August 27, 2013 | 9:33 AM

Over the past couple of years the way companies interact with their customers has changed beyond all recognition. I have been thinking a lot about how social media in particular is reinventing customer care. I'm something of a latecomer to the entire world of online networking, but have...

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Omnichannel: The Retailers Strike Back

(0) Comments | Posted August 13, 2013 | 7:25 AM

I have often talked of the "omnichannel" in my blogs, the merging of online sales and features - such as price comparison - with the experience of a real retail shop.

I believe that there is the possibility for online retail to coexist with the high street, but...

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Serving Millennials -- What's Different About Younger Consumers?

(0) Comments | Posted August 7, 2013 | 2:31 PM

The rise of the social customer has long been a stereotype that plays into the image of the elderly customer who longs for personal service as the young customer taps away at a phone, seeking information online when a store assistant is just a few feet away.

But...

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Are Banks Making It Harder to Borrow Just as Payday Loans Get Easier?

(0) Comments | Posted July 30, 2013 | 5:04 PM

The Archbishop of Canterbury recently caused a stir in the British press because he pledged to 'out-compete' the payday loan company Wonga. The Church of England isn't directly in the lending business, but he was pledging to offer as much help as possible to Credit Unions,...

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Is the Consumer Now Your New Head of Marketing?

(1) Comments | Posted July 17, 2013 | 3:53 PM

Have you ever read a book on an Amazon Kindle? When you reach the end it asks if you want to tell all your friends about the book on your social networks? It's not a feature that is there just to make it easy for you to brag that you...

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Finding Competitive Intelligence With Social Media

(2) Comments | Posted July 10, 2013 | 11:45 AM

In his classic book focused on military strategy The Art of War, Chinese general Sun Tzu said: "keep your friends close and your enemies closer." This is now more possible than ever -- without subterfuge or spying -- using social media.

In most cases you know who your direct competitors...

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Can You Improve Your Business Skills By Reading Macbeth?

(1) Comments | Posted July 5, 2013 | 9:20 AM

Any manager today knows the problem. You want to keep improving your skills and learning more about sales, marketing, or management - all the things a modern manager needs - and the management book section is always heaving with new titles, but which ones are worth reading?

According...

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Reviews By Customers Are Now Vital For Success

(0) Comments | Posted June 11, 2013 | 3:33 PM

I stayed in a hotel recently where the owner proudly featured a sticker on the door saying that it was rated the number 1 hotel in that town on Tripadvisor. I asked the manager if review websites like Tripadvisor are really important or just a nice part of...

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Will Augmented Reality Revolutionise Advertising?

(0) Comments | Posted February 8, 2013 | 7:42 AM

Have you seen an augmented reality application? It sounds like one of those technologies that look great in a James Bond movie, but could have no real application in everyday life, but there are some great examples now.

The most simple - in my opinion - is the...

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Has Outsourcing Moved on From the Mistakes of the Past?

(0) Comments | Posted February 8, 2013 | 7:35 AM

Inc.com recently published a story on how to avoid outsourcing disasters. Their very first tip was to never outsource a process that is close to your customers - customer service for example.

I beg to differ. At Teleperformance, we have over 135,000 people in 49 countries working...

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Executive Decision: To Blog or Not to Blog?

(0) Comments | Posted November 26, 2012 | 6:05 AM

Writing a blog about your industry can be a very useful way to start discussions with influencers in the area that you work. By publishing your views you become an influencer yourself as people will read and share your articles - assuming that what you have to say has some...

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Even James Bond is Changing his Preferred Poison

(2) Comments | Posted October 24, 2012 | 11:43 AM

Brand Republic recently published a six-point guide to how Red Bull has torn up the branding and marketing guidebook with their Stratos project. It's a good point, but consumer brands are changing how they interact with all of us on a daily basis - not just...

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Ada Lovelace Day 2012: Who is Your Female Tech Hero?

(4) Comments | Posted October 16, 2012 | 12:06 PM

Today is Ada Lovelace day. Ada Lovelace Day aims to raise the profile of women in science, technology, engineering and mathematics by encouraging people around the world to talk about the women whose work they admire. This international day of celebration helps people learn about the achievements of...

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Consumers Are The Driving Force

(0) Comments | Posted August 15, 2012 | 11:58 AM

In one of my recent blogs I explored the increasing importance of the customer experience, particularly because customers are now also publishers - they can easily tell their friends how good or bad your service is at the push of a button.

Consumers have really become the driving...

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What Next for Passwords?

(0) Comments | Posted August 9, 2012 | 5:25 PM

Our entire online life -- and beyond -- now depends on passwords. You can't check your email, update your social networks, upload some photographs, or check your bank balance without being harassed for a password. Some people create elaborate lengthy passwords with mixed numbers and characters, while some...

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