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 [...]
Even if it’s not in your DNA, you need to become both a good marketer and negotiator. In fact as a Customer Service Manager, mastering such skills is not less important than excelling with digital ones. Especially if you want to build effective cross-department customer culture bonds within your organization. Here are ‘two moments of [...]
2025 has just started, but it’s already bound to mark a major change in the Digital Customer Service arena. In fact all leading omni-channel providers are promoting their AI agents to their main company clients. Therefore now the ball lies on customer service managers’ court who have to take crucial decisions pretty quickly. So if [...]
99% of us have a natural predisposition towards some activity or knowledge. Nevertheless, if you want to become really smart, you need to study and practice day by day. And when it comes to delivering customer support, digital channels are definitely not for everybody! In fact even seasoned customer service agents need to learn ad [...]
Many organizations have introduced one or more digital support channels during the last 2-3 years. Unfortunately, some of them are suffering from conversational pain points leading to poor customer experiences. In particular there are three common issues that you can fix with training, by getting your customer service team up-skilled on specific engagement scenarios. [...]
