Yearly Archives: 2021


How to become a digital conversational master

Last week I attended a customer service conference in Milan, back in real person. As many companies were represented, I’ve had the opportunity to listen and learn about their Digital Customer Service journey: main steps, achieved results and next goals ahead. Most of them have made great cultural and operational improvements in a short span [...]

By | 2021-10-20T08:48:22+00:00 October 20th, 2021|Digital Customer Service|0 Comments

What customer service managers won’t tell you

As I’ve worked for many years in organizations before moving to consulting, I know how customer service managers put lot of energies into their job. They’re people and results oriented and also aware of organizations’ urgency to take take quick, brave decisions, in order to stay competitive. They won’t tell you though all what they need, [...]

By | 2021-10-18T09:40:10+00:00 October 6th, 2021|Digital Customer Service|0 Comments

2 deadly service skills misconceptions to avoid

Have you ever thought ‘it was so obvious, why in the world didn’t I realize it earlier?’ The fact is that sometimes things are clear, but we just don’t notice them because we’re focussed towards other directions. When it comes to delivering Digital Customer Service, chances are a similar situation takes place: underrating your support team’s [...]

By | 2021-09-21T10:29:18+00:00 September 21st, 2021|Digital Customer Service|0 Comments

3 steps to boost video customer support

Financial Services, Health and Travel are just some of the industries that have increased investments in video customer service from the beginning of the pandemic on. As we are talking about screen to screen conversations with customers, the devil is in the details. That’s why I suggest you embrace the following approach if you want [...]

By | 2021-09-08T12:37:30+00:00 September 8th, 2021|Digital Customer Service|0 Comments

Free your agents and customers will follow

Have you ever had a feeling of not growing up? Whatever the moment of your life or the reason why, you know that it’s not a nice sensation. If you start delivering Digital Customer Service from scratch, chances are you may have that kind of unpleasant feeling.  So if you have the responsibility of a [...]

By | 2021-08-25T10:50:00+00:00 August 25th, 2021|Digital Customer Service|0 Comments