Blog

The Individualization of the Customer Experience

One size rarely fits all. It seems obvious, right? Well, apparently it is not, judging by the frequency with which companies have a customer service strategy that forces its agents to treat everyone based on the same template, the same speech, and the same rules... We are in times when customers are empowered. They know what they want, when they…

How to Increase Sales During the Holidays

We just left Halloween behind and Thanksgiving and the Christmas holidays are just around the corner. It is no secret to anyone that this is the busiest season of the year for most businesses. Parties, presents, dinners with friends and family, Black Friday, Cyber Monday... In short, everybody is spending money hands-full. The Holidays are a great opportunity for commerce.…

Business Process Outsourcing: An Important Development Lever

BPO, or Business Process Outsourcing, is a very attractive business management solution. Indeed, although this concept has existed for several years, many companies see it as an important development lever for 2019. But why such a craze for the BPO? To answer the question, discover through this article the missions of a business process outsourcing and the benefits it offers…

How to Say No to A Customer: Difficult but Indispensable

Everyone who works in customer service has been found in the cumbersome task of having to say no to a customer occasionally. There are situations where we can’t avoid this difficult task. Either because we do not provide exactly the service that the client needs, because we do not have the operational capacity at that moment or simply because it…

Virtual Assistants: What Are the Advantages for Companies?

A virtual assistant is the collaborator of a company that provides its services remotely. It can be attached to any department and several missions can be entrusted to him/her. It is common for the employer to ask him to perform time-consuming operations such as entering or updating the databases. The virtual assistant can also provide administrative or secretarial tasks such…

Empathy: A Vital Quality for Customer Service Agents

You can be surprised for all the times you use the word empathy… How did that word get into our vocabulary? This is due to the world of Customer Relations, but also in the HR world and, more broadly, in the managerial literature. Everyone uses it.   But, what is the definition of empathy? Empathy is the ability to feel…

9 Of the Most Effective Techniques to Handle Difficult Customers

An unsatisfied customer can quickly become problematic. As a business, it's not uncommon to have to deal with complicated situations, it's part of the game. But having people who are unhappy is not the end of the world. It can even be beneficial to your business if you know how to manage them. Do you know that old saying that…

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?…