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The 15 Most Fantastic Steps to Improve Your Customer Service

Sometimes considered a source of problems to be swept under the carpet, customer service should be a central element of your strategy: it is the showcase of your business. Because good customer service is a source of purchase, referral, differentiation, and continuous improvement. Here are 15 critical tips for striving for the best.   Take agents who enhance you... If…

Omni-channel Customer Experience: 5 Reasons to Make It A Priority

The way that companies handle customer service has changed dramatically in recent years. More than a decade ago, there were only two ways to contact a company – by phone or by fax. Whether chatting, SMS or social networks... nowadays the channels available for customer service are increasing. But is it really necessary for your brand to use them all?…

The Best 5 Strategies To Really Understand Your Customers

The success of any business depends on its capacity to understand the desires and necessities of its customers. Today, with big data and artificial intelligence, one might think that technology is the key to reaching the customers. However, while these instruments offer key statistics about the behavior and preferences of the customers, they do not necessarily provide a comprehensive view…

The Ultimate 7 Tips to Excel at First Contact Resolution

By increasing means of communication (chat, email, text and social media) First Call Resolution (FCR) have become on the First Contact Resolution. While technology has driven ever-changing customer service practices, customer expectations for service speed and efficiency have changed very little. Resolution at first contact is more than ever an essential performance indicator to which call centers must pay the…