Yearly Archives: 2020


Go over digital customer service sliding doors

When the going gets tough it’s time to take important decisions. For for your future, your loved-ones, your life. That also applies to business because today, more than ever, you need to choose between ‘let’s keep doing as we’ve always done’ and ‘changing route towards new unexplored destinations.’ That’s why when it comes to customer relationships, chances are [...]

By | 2020-10-21T15:07:24+00:00 October 21st, 2020|Digital Customer Service|0 Comments

Building a team of Whatsapp customer support specialists

More and more companies have started delivering Whatsapp customer support, especially during this 2020 upheavals. So can you optimize such conversation in a profitable way? How to ensure excellent customer experiences? Check it out in this case study I have prepared for you. […]

By | 2020-09-29T23:34:16+00:00 September 28th, 2020|Digital Customer Service|0 Comments

How to bridge customer service skill gap

A couple of weeks ago I had the pleasure of speaking at the Customer Service & Experience Europe conference. Surely the most exciting part to me was exchanging knowledge with customer service managers from all over the world. Since this edition’s key discussion topics covered automation and customer service agents skill gap, I’m sharing some related [...]

By | 2020-09-16T09:44:07+00:00 September 16th, 2020|Digital Customer Service|0 Comments

Do you speak Digital Customer Service?

More and more organizations have realized that excellent and consistent Digital Customer Service is a key business driver. The smartest ones have focussed on conversations effectiveness, meaning taking care of each of them in details. That implies working on two aspects: tone of voice and, accordingly, up-skilling their agents turning them into digital conversation specialist. [...]

By | 2020-08-18T14:19:25+00:00 August 18th, 2020|Digital Customer Service|0 Comments

Get customer service full potential unlocked

During the height of the crisis the UK Office of National Statistics announced that about 50% of employed adults were working from home. The CX community has been championing this shift for call centre staff for years but has now become a reality. Consequently this is the time for important decisions: customer service managers need [...]

By | 2020-07-28T09:20:13+00:00 July 28th, 2020|Digital Customer Service|0 Comments