As Gen AI is forcing managers to re-shape their digital customer service models, it’s crucial avoiding dangerous curves. In fact, this constant rush is generating ‘AI hallucinations’ – both from organization and customer’s perspectives! That’s why it’s time to focus on goals first, then on tools to achieve them. In this critical process, it’s in [...]
I like helping people and that’s the main reason why I’ve been working in customer service for so many years. However, when I was a youngster I remember that my first ‘customer experiences’ in job interviews were pretty bad. I was not considered, sometimes even not respected, because I had not any previous professional experience! [...]
In customer service, March is the first milestone of the year bringing along Q1 results. And on top of that, the rising integration of Gen AI solutions is mixing things up! So if you are a manager, chances are that you feel the pressure trying to balance AI solutions and your current customer service model [...]
Even if it’s not in your DNA, you need to become both a good marketer and negotiator. In fact as a Customer Service Manager, mastering such skills is not less important than excelling with digital ones. Especially if you want to build effective cross-department customer culture bonds within your organization. Here are ‘two moments of [...]
Over the years there’s been much talk about breaking down the silos between customer service and sales operations. And I’ve attended several meetings where managers use to say “we should communicate better and cooperate more!” Then, this topic went out of main radars until last year. In fact in the last 12 months I’ve been [...]
