Don’t worry, nobody’s got lost nor is missing. What I’m addressing instead is a positive signal because a rising number of companies have realized that they need customer-centric managers to foster and spread Customer Culture. Therefore they are actively looking for them internally, within the organization, or externally. Let’s focus on the latter scenario to [...]
“We need to convince them that customer experience is everybody’s job”. That’s what a client told me in our first conversation one month ago. Music to my ears! Then, after the excitement, it comes to deciding how to raise awareness on Customer Culture by optimizing company’s efforts and investments. And since I happen to receive [...]
As you may know, a few weeks ago I attended the Contact Centre Summit in Madrid, Spain. It was such an inspiring conference thanks to the variety of contents and experiences being shared from international customer service managers. I mention it because the key areas arisen in this conference coincide with recurrent critical points affecting [...]
As a customer service manager, choosing the ‘right metrics’ has always been a hot topic. Whether it comes to monitoring the performances of your team or getting to know about customer’s feelings. In recent years most companies have had a miscellaneous approach towards KPIs, based on conversational channels (traditional vs. digital ones). Today with the [...]
As I’m writing this, chances are that you’ve already integrated some AI-features in your department. Whether it comes to co-pilot purposes for your customer service team or other forms, genAI is here: and most of the times it’s even embedded in major omni-channel platforms. That being said, while as a manager you may be focussed [...]
