How to apply the Lean Six Sigma method to drive better Customer Experience
How to apply the Lean Six Sigma method to drive better Customer Experience ON THE FRONT PAGE OF THIS ARTICLE. 1.Understanding Lean Six Sigma 2. Understanding Lean Six Sigma 3. Applying the method As part of the Qualtrics XM Institute’s Global Study 2023, over 28,000 consumers talked about their recent bad experiences with organizations from […]
Activeo supports Eutelsat in defining and selecting its multichannel Contact Center solution
Activeo assists Eutelsat in defining and selecting its multichannel Contact Center solution “The methodology used by Activeo provided us with a state of the art to frame the mission upstream in terms of technical and functional expectations, while at the same time challenging us.” Thierry FOURQUET Head of Operations & Development – Eutelsat Partager ce […]
The Digital Workplace, your lever for transformation and acceleration
The Digital Workplace, your lever for transformation and acceleration ON THE FRONT PAGE OF THIS ARTICLE. 1. Sharing best practices 2. Launch a transforming project 3. Achieve long-term success Collaboration is extending to the entire workplace, whether face-to-face or remote, as organizations become ever larger and more digitalized. Technology and applications are not the only […]
Armatis entrusts Activeo with the implementation of its Calabrio WFM project
Armatis entrusts its WFM Calabrio project to Activeo “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.” Ouahid EL HEDJAJ Director of Operations at Armatis Share this testimonial: Armatis Founded: 1989 Industry: Outsourced Customer Relations Locations: 21 […]
AI-powered WFM: a relevant contribution to resource planning
AI-powered WFM: a relevant contribution to resource planning ON THE FRONT PAGE OF THIS ARTICLE: 1. Using data and predictive analysis to optimize planning.2. The contribution of AI in improving team engagement.3Anticipating resource requirements to cope with fluctuations. In customer relations centers, the challenges are many, and the priorities in terms of operational efficiency revolve […]
The power of sentiment analysis in Contact Centers
In customer service, every interaction between the customer and the agent has the potential to build or deteriorate the company’s image. Data analysis can be a determining factor by examining these interactions on a large scale and providing insights on how to optimize these exchanges. In this article, we will address the significant role of […]