In customer service, March is the first milestone of the year bringing along Q1 results. And on top of that, the rising integration of Gen AI solutions is mixing things up! So if you are a manager, chances are that you feel the pressure trying to balance AI solutions and your current customer service model [...]
Even if it’s not in your DNA, you need to become both a good marketer and negotiator. In fact as a Customer Service Manager, mastering such skills is not less important than excelling with digital ones. Especially if you want to build effective cross-department customer culture bonds within your organization. Here are ‘two moments of [...]
Over the years there’s been much talk about breaking down the silos between customer service and sales operations. And I’ve attended several meetings where managers use to say “we should communicate better and cooperate more!” Then, this topic went out of main radars until last year. In fact in the last 12 months I’ve been [...]
There are many hot topics on customer service managers’ agenda. One of them has rapidly evolved into a key goal: “how can we optimize Artificial Intelligence improving quality and consistency on the customer’s end?” Starting from this question, I’m going to show how the customer service team is called upon to constantly sharpen their digital conversations [...]
2025 has just started, but it’s already bound to mark a major change in the Digital Customer Service arena. In fact all leading omni-channel providers are promoting their AI agents to their main company clients. Therefore now the ball lies on customer service managers’ court who have to take crucial decisions pretty quickly. So if [...]
