If you want to :
Activeo can help you meet these challenges by addressing all the components of your customer service operating model.
Certified training courses
Users
Clients
Customer support
Many customer contact centres focus on internal efficiency and seek the best compromise between quality of response and speed of contact handling. But you can’t reduce processing time indefinitely; there are inevitably limits that can’t be crossed.
Shouldn’t we instead be looking for a different approach, one that will ultimately be both more satisfying for customers and more profitable for the company? Taking the time to solve the customer’s problem, and above all understanding where it comes from so that it doesn’t happen again, are the objectives that should be set.
Undertaking a quality initiative (reference system, NF or ISO standard, etc.) offers numerous benefits for the brand, the employee and the customer. With NF Service Relation Client certification, and the Service Excellence label, you can demonstrate that customer satisfaction is at the heart of your concerns!
Revised in 2018, AFNOR’s NF Service Relation Client certification is based on international standards ISO 18295-1 & 2. A genuine guide to best practice, it takes account of new customer expectations and strengthens the link with internal or external contact centres.
Excellence in customer relations is a key element of our positioning. Our consultants will support you throughout your certification project, from defining the scope of certification to the pre-admission audit.
The LOGEPAL technology relies on real-time visualization of strategic information to tele-advisers and supervisors, thus ensuring optimal quality of service and the reduction of calls waiting.
Designed to drive activity, animate teams and analyze performance, Logepal combines the modernity of a user-friendly interface with power in its calculation and analysis functions.
In recent years, a groundswell of activity driven by digital technology has led companies to initiate real transformation projects aimed at putting the customer at the heart of their concerns.
These projects have resulted in the redesign of the experiences that these companies want their customers to enjoy in the short, medium and long term, in particular by seeking to “simplify” the customer journey.
Today, employee commitment is a major issue. Changes in managerial practices, collaborative and digital tools, skills management, employee involvement and feedback are all essential points on which companies can act to develop their employer brand.
Activeo, through its feedback, has identified 10 pillars on which employee commitment is based.
WFO solutions are becoming an essential part of customer services.
And while choosing the right technological solution, the right publisher and the right integrator is crucial to the success of such a project, because it commits companies for some time to come, it is not the only factor in the success of a WFO project – quite the contrary.
Activeo, a certified partner of the publishers Calabrio, Verint and Nice, is involved in WFM projects, supporting business and technical teams throughout all phases of a project – from initialisation to user training. Activeo also offers a 24/7 support and managed services centre to resolve all issues.
"As part of the Calabrio solution roll-out, the Activeo team helped to map risks and opportunities and maximize the implementation timetable, while securing the weak points identified."
