“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

“It’s the ability to recognize, understand, and manage one’s own emotions, as well as recognizing, understanding, and influencing the emotions of others.” That’s the definition of a person being emotionally intelligent. So why on earth as a customer service manager do you need to strengthen and leverage such a skill? And why emotional is bound

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