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When the customer respects you

As there are good and bad persons on this worlds, every customer is not a good customer. Despite that, still some companies allow bad customers’ behaviors because they are afraid to lose them, making the worst mistake: tolerating what they’d never accept by their own employees! Conversely when the customer respects you, you’re on the [...]

By | 2024-03-27T10:17:55+01:00 March 27th, 2024|Digital Customer Service|0 Comments

Is your customer team dehumanized?

“When customers read our responses, they feel more empathy with our chatbot than with our human agents!” It may seem a paradox, but it’s exactly what some managers are complaining about these days. Of course I refer to those who carry out quality checks over Digital Customer Service conversations on a regular basis. As some [...]

By | 2024-03-13T18:45:05+01:00 March 13th, 2024|Digital Customer Service|0 Comments

How is your customer culture doing?

Did you know that sometimes customer service managers feel lonely? It happens whenever they realize that the organization they’re in is not much committed to improving customer experience. Accordingly, if such a disconnection continues overtime, it’s bound to undermine the customer manager’s trust and determination! Briefly speaking, if your customer culture is not evolved in [...]

By | 2024-02-28T16:18:07+01:00 February 28th, 2024|Digital Customer Service|0 Comments

Run a digital skill-matching check

Like it or not, we’ve just entered a new Digital Customer Service phase where balancing AI and human interactions is key. On top of that, your customer service team already delivers over digital channels but conversational expectations are ever-changing. So do you run digital skill-matching checks? Here are the main benefits and why you’d better [...]

By | 2024-02-14T16:44:34+01:00 February 14th, 2024|Digital Customer Service|0 Comments

Balancing AI and human interactions

We’re in the midst of a revolution but most people still don’t know what direction to take. That’s my answer whenever I got asked about the spread of artificial intelligence in customer service. Briefly speaking, my take is the result of many conversations that I’ve had these past few months with customer service directors and [...]

By | 2024-01-31T09:01:09+01:00 January 31st, 2024|Digital Customer Service|0 Comments