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 [...]
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 [...]
