Blog & Podcast 2020-04-04T23:00:16+02:00
adding value
It may seem a paradox, but the rush towards digital support channels has been so fast that some companies are losing focus on the customer. In fact many organizations had (wrongly) expected that new support channels such as social media, live chat or messaging would instantly generate 5-star customer experiences. Today they feel disappointed because
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team purpose
During a period of my life I used to hate Mondays because I considered my job as meaningless. Conversely today I look forward to starting off the week because I do love what I do, helping organizations as a consultant. These totally different sentiments also set apart winning organizations from laggards, based on their customer
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As in the last 24 months a growing number of companies have started delivering video chat support, most of them need now to fine-tune customer experiences. The reason why? It’s a brand new customer service channel for organizations, with relatively poor internal know-how to draw from. Accordingly, support agents need to be equipped with ad
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digital customer conversations
As more and more organizations and industries embrace Digital Customer Service, they become aware of a vast array of business opportunities. Some of them though, get stuck when facing the first difficulties questioning their whole journey (!). Main reason for that is that they lose sight on the bigger picture. Those instead who have enjoyed
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digitally up-skilled
Everyday your support agents represent the voice of your brand dealing with a vast array of customers queries. Regardless how experienced they are over traditional channels, having conversations over social media, live chat, video chat or messaging channels is a different sport. That’s why you need to get your customer service team digitally up-skilled to
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