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Last week I spent a wonderful week in Ireland enjoying stunning landscapes a chatting with friendly people. Then, as I got back to work, such an idyllic picture was swept away having the first conversations with client companies. In fact, most customer service managers are struggling to integrate Gen AI solutions into their operations and [...]
Some companies respond to customers over digital channels, others instead invest in tools and skills with a strategic goal: enhancing every conversation to consolidate customer’s trust. And the latter get their Digital Customer Service optimized also because they set up a clear road map! Having helped some of these organizations over the years, learn about [...]
After reading them, I’m sure that you’ll enjoy great insights and inspiration. That’s why I’m glad to share my selection of 10 top customer service books. To each of them you’ll find a brief introduction note and a good reason to read them – because your time values! So, which ones have you read yet? [...]
When it comes to Digital Customer Service you can’t change things overnight. However, if you are a tenacious manager with a clear vision, purpose and goals, you can build up an effective conversational service model that works. Just like the special guest of this podcast, Darko Popovic, Chief Operations Officer at Multitude Bank. Darko shares [...]
Digital Customer Service is here to stay. That’s why getting both support managers and teams digitally up-skilled has become vital for any smart organization. Accordingly it’s not a matter of if, rather how to do it – meaning the approach that works best for you in terms of results. That’s why I’ve prepared an overview on [...]
Planet Earth, year 2021. More and more organizations have integrated new platforms and up-skilled their staff to cope with a huge, sudden demand for digital support. Accordingly, as new channels such as video are now being used for customer service in many industries, let’s have a look at this great opportunity to deliver superior experiences and consolidate customer’s [...]
Whenever we have an issue we get emotional in a negative way. Then, we try to get in touch with the customer service as fast as possible (not always succeeding ) to get the problem fixed. During such conversations frictions are very frequent due several reasons: high effort procedures / bureaucracy, lack of agents’ training [...]
Time waits for no oneIf you want to go onLeave me something to grow on - Time's up [Living Colour] People love using digital channels because they are easy to be used and FAST. In fact when it comes to asking for support sending tweets, Whatsapp messages or having live chat often is the best [...]
“Half the work is done behind the scenes.” My music teacher used to say it to stress the importance of the preparation in order to offer a great performance. And he was so right! In fact many years later, such a mantra is valid for Digital Customer Service managers and teams because developing focussed skills [...]
“The night brings wisdom” – they say. True or false it be, when it comes to embarking on innovative journeys it takes way more than that. Picture a company saying they are customer-centric, but then act erratically: I bet you’ll easily spot one at least. Conversely, if you want to spread Customer Culture effectively you [...]
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