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 [...]
In the 70’s Bruce Springsteen used to sing ‘it’s hard to be a saint in the city’. Today some managers struggle to maintain focus and clarity, due too a plethora of goals and projects. Which sometimes are apparently not linked one another, nor 100% coherent. That’s why even seasoned customer service managers put more effort [...]
“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 [...]
The moment that you integrate Gen AI in any of its forms, you realize its impact on internal processes, digital conversations handling and quality checks. In a nutshell, it re-shapes what and how things need to be done. While it’s evident that striking a balance between human and AI agents is key, don’t forget about [...]
There are many hot topics on customer service managers’ agenda. One of them has rapidly evolved into a key goal: “how can we optimize Artificial Intelligence improving quality and consistency on the customer’s end?” Starting from this question, I’m going to show how the customer service team is called upon to constantly sharpen their digital conversations [...]
