A few weeks back a client asked me: “Paolo, where do you take so much inspiration from to create fresh, weekly content?” So I went: “firstly working with my client companies, mainly big ones. Then from my personal customer experiences, whenever I need to ask for support or information“. And I happen to do that

Optimizing time io crucial, for you as a manager and also for your customer service team. So, what are the main intrusions you want to prevent or erase to protect your agents’ time? As more than one I have worked on that delivering training & up-skilling sessions, most of the times the bottleneck lies in

“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

In customer service it’s normal getting some complaints. That’s why most companies have procedures to manage them – in some cases with a specific area in charge for that (‘complaints department’). What happens instead if the customer vents his frustration towards your top management?  Well, whenever the customer reaches the CEO, you can forget about

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