Which is the Secret to Establishing a Good Business Relationship with the Customer? What do we mean when we talk about customer relationship? It is a very comprehensive topic that implies many areas, but I will only focus on the so-called "Business relationship". Much more than a name, not always well-known, is, [...]
How to build the customer's loyalty through a good support service? With the proliferation of competition at a time when speed of consumption is fast, brands increasingly need to position themselves in the minds of their customers as their favourites, so that they are not easily replaced by competing brands. For this, [...]
Being a Contact Center agent is not easy: We know what you are talking about! "There's no better way to understand a job than to actually do it; you know what they say about "walking a day in another man's shoes." First-hand experience of employees' jobs -- especially those of front-line [...]
The Future of Contact Centres – are we getting ready to replace people? A lot has been said about the future of the Contact Centre. As another disruption time passes, thanks to Artificial Intelligence, it is extremely difficult to forecast or even have a glimpse of what the future of the [...]
Agent Experience or Customer Experience: which is most important? At a time where it is increasingly frequent to be worried about the customer experience, companies choose to set up strategies of market positioning to meet the customer needs and expectations which are increasingly connected and exposed to competition. Nevertheless, companies [...]
The Contact Center of the Future, Mr. Jonh’s Experience One the major trends for the future of customer service will be to create real time value from the information available on customers’ behaviour contextualizing the agents with the formers’ real needs. This will be the huge point of differentiation and [...]
Customer Service Trends for the Healthcare Industry Day-to- day in healthcare corporations is very peculiar. The humanization of contact with customers and the ability to customize and adapt interactions to each customer and case are key factors for a unique customer experience and a differentiating, quality service. Due to the individuality and [...]
GDPR: 8 Measures to Ensure the Compliance of your Contact Center The GDPR (General Data Protection Regulation) is coming. This European regulation on privacy and data protection takes effect on May 25, 2018 and supersedes the current data protection directives and legislation. The purpose of the GDPR is to strengthen the privacy [...]
Improve the Digital Customer Service Experience with Web Chat When customers are faced with a problem, aside of finding a solution, they want to feel that the agents on the other side understand and identify themselves with the situation. Even when customers have some difficulties in describing what's happening, they need to [...]
Customer Service Trends for the Insurance Industry We live in an increasingly digital era, in which companies’ online presence and the provision of customized solutions are an increasingly valued factors by consumers. In the insurance industry, this customization, as well as the impact of emerging consumption habits, such as car sharing and [...]
