CEO Ron Chmara thanks employees for their contributions to Percepta’s success.

Assessments provide attendees with feedback about their customer service programs.

Percepta, the global customer experience and loyalty business, today announced the opening of its newest in-market office, continuing rapid growth in the Asia Pacific region.

This announcement gives Percepta an in-market presence in 13 countries, serving customers in six other markets, speaking over 17 languages.

Percepta has announced it will present its customer  contact center and loyalty services in booth 319 at the ICMI’s (International Customer Management Institute) 2012 Annual Call Center Exhibition (ACCE) May 7-10, at the Exhibition Hall in Seattle. Click the title to read more...

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.

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 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. 

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.