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 [...]
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, [...]
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 [...]
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 [...]
Have you ever had a feeling of being stuck in traffic? Whatever the the reason, that’s not a nice sensation. And if you manage Digital Customer Service operations, chances are you may have that kind of unpleasant feeling – even for a short while. So, if you have the responsibility of a customer support team [...]
