As you may know, a few weeks ago I attended the Contact Centre Summit in Madrid, Spain. It was such an inspiring conference thanks to the variety of contents and experiences being shared from international customer service managers. I mention it because the key areas arisen in this conference coincide with recurrent critical points affecting [...]
As a customer service manager, choosing the ‘right metrics’ has always been a hot topic. Whether it comes to monitoring the performances of your team or getting to know about customer’s feelings. In recent years most companies have had a miscellaneous approach towards KPIs, based on conversational channels (traditional vs. digital ones). Today with the [...]
As I’m writing this, chances are that you’ve already integrated some AI-features in your department. Whether it comes to co-pilot purposes for your customer service team or other forms, genAI is here: and most of the times it’s even embedded in major omni-channel platforms. That being said, while as a manager you may be focussed [...]
When it comes to Digital Customer Service up-skilling, no one shall be left behind. However, some organizations focus just on some beneficiaries whilst underrating others. Consequently, the skill-gap amongst people of the same area increases! Others way smarter instead, plan ahead their investment and get both the manager and their team up-skilled together, at the [...]
These past few weeks have been rich and intense for me, with lots of travels and activities at client companies (coaching sessions, workshops and keynote speeches). Some experiences have been instructive and challenging, others instead have validated previous ones. Among these, a situation where once again 3 key requirements turned out to be essential to [...]
