Physical activity and employee wellness are very important priorities here at Percepta, and we encourage all of our employees to participate in a healthy lifestyle.

Douglas G. Van Leuven has been named vice president, sales and marketing, for Percepta North America.

Listening to the voice of your customer sounds simple enough, but do you really understand the feedback you receive and how you can use it to improve service delivery in your business? Here, Rachel Feilding talks about recent studies that show not listening to your customer (or not understanding the real cause of poor service) is still losing us all business.

Customer journey mapping is a core part of Percepta's services providing a detailed perspective of your customer's potential interaction with the brand along with strategic recommendations designed to enhance customer satisfaction and boost customer loyalty.

Discover customer journey mapping and why author and strategic marketing expert Adam Richardson claims this process as the "first essential step of improving the experience you deliver" in this post on Harvard Business Review's blog.

Percepta further expands into Asia Pacific through a successful partnership with Jaguar Land Rover.

Africa as a choice for off-shoring with Percepta leading in the forefront.

Think can just run your business like you used to? In this post, Mickie Kennedy talks about how social media and other online experiences have changed the face of customer service. He says the average consumer is much savvier than s/he was just a few years ago…with a wealth of information available at their fingertips.

Percepta understands this too. Social media continues to an increasingly important component to interacting with a brand, creating a conversation and supporting a brand's promise to itscustomers.

The Dearborn-based Percepta team discovered they could feed hungry people not by just donating canned goods, but by taking some time from their weekend to roll up their sleeves and help.

In Ari Sharp's article entitled "Push to keep Australian call centers here," he highlights key consumer data pointing to keeping things local while recognizing that this may be at the cost of services to the customer in call centres hiring low-skilled employees. 

He cites that the outcomes of a survey conducted by The Financial Services Union which found that 91 percent of bank customers would choose a bank that would not send their information to an overseas call centre. This builds a strong case for Australian-based call centres and further strengthens the proposition for setting up in-house call centres.

At Percepta, we've found that quality brands understand that the interaction with the brand's contact centre might be the caller's first and last. Building a long-term relationship with the brand depends on recruiting people who can transform call centres into customer relationship centres.

Percepta celebrates cultural diversity, embracing the many different cultures that make Percepta a great place to work. 

The words "outsourcing" and "offshoring" have grown to mean the same thing to many. In fact, many of the best performing outsourcing partnerships happen in-market, emphasing a desire to collborate expertise as well as to reduce cost. Some even consider and operate an "insourcing" model, where the service provider comes into the client business. Percepta was a finalist in the CCA Excellence Awards for Best Outsource Partnership with this model in 2010. Martyn Hart, posting on outsourcemagazine.co.uk, talks about a major brand bringing its customer service back home with its outsource partner.

The Western Bulldogs report they will place a major focus on customer service in 2012 in their feature article entitled "Putting Members First." The report states that the Western Bulldogs plan to accomplish this by bringing their customer service in-house next month "in response to a disappointing year of membership fulfillment and the customer service provided by an external provider."

Insourcing or on-site support services are trending up, allowing brands to integrate professional customer relationship service expertise in-house and realising greater efficiencies to contact centre operating costs, providing expanded or enhanced services to customers and improving overall customer loyalty. 

In partnership with the Centre for Scottish Public Policy's (CSPP) "Adopt an Intern" scheme, two new marketing graduates have been given the opportunity to work with Percepta’s UK and European teams, focussing on creative design, digital, market intelligence, research, and analytics.

Using social media to connect with customers to deliver a service remains new for many organisations, but many others are realising great successes — reduced operating costs and improved customer satisfaction to name just two. Paul Hopkins writes about how best to engage your customer using Facebook.

Or so says new research, writes The Daily Mail. Experts found callers' stress levels and blood pressure rise dangerously high as they become frustrated with the delay in getting through.

Research does not need to remind consumers of the time and frustration which likely awaits them when dialing customer service. When customer service is the first and maybe only interaction with a brand, failing to provide the right resources and training to your customer service department can result in consumer abandonment or, even worse consumers bad-mouthing your brand.

Read the report on DailyMail.co.uk or visit our Services section to find out more about building your brand's customer loyalty.

Percepta is delighted to announce the further expansion of our successful South African business operations with the launch of a new Retailer Champion programme.

The team are back this year and aiming higher with an all new alliance (or Mo-alition) with Percepta sites across the UK.

Our team in South Africa has once again contributed and made a difference in their community.

Percepta announces 40 new customer service advisor and team leader jobs in Daventry.