Until recently, organizations have hired people based on what they did in the past. HR specialists analyzed C.V.s, then asked in job interviews: ‘what’s your previous experience in this role?’ Today the game has changed, especially when you hire your digital support team because you build a brand new know-how. So, how can you choose [...]
When worries become too frequent they let the stress level increase too much, so far as to make you feel sick. Nobody wants that, but unfortunately it may happen. If you are a customer service manager, chances are that you’re already thinking about some sticky situations you have faced. That’s why these nine frequent digital [...]
If you use al least one online channel to get support you are a digital customer – and you’re in good company. In fact millions of consumers are doing the same. From a brand standpoint, while before the pandemic digital support was provided only by a limited number of big companies, today also small and [...]
I know that this title is pretty ambitious. Actually I did it on purpose because I want to set the record straight from the very beginning, stressing out two debated concepts: the first one is budget for customer service and the second one is frequency. Now, let’s join the dots if you really want to [...]
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 [...]
