Picture your average working day: I bet that you handle dozens of interactions through a vast array of channels. Regardless of they are with external or internal customers, make sure that your interlocutors are aware of the scenario and actions (taken or to be). Otherwise both of you will have doubled efforts and interactions! That’s [...]
What’s the department in charge of solving problems? I bet that you’d answer it’s customer service, regardless of the company or industry you’re thinking about it. Well, that’s partially true because the scenario we are in requires us to let evolve into a broader vision because customer service can’t fix everything. And customer culture plays [...]
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? [...]
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 [...]
Many Customer Service Managers are wondering how to integrate and harness Artificial Intelligence. In particular, what’s the ultimate goal? Who would benefit from it? Shall we use GenAI during or after the conversation? In this podcast I’m sharing the results of a laser-focussed survey that I launched a couple of weeks ago, just on these [...]
