Whether you are in Customer Relations, Marketing, Digital, IT or Communication, you have not been able to escape either the sudden and generalized rush of these applications or the abundance of actors and initiatives in this field.To go beyond the buzz, we propose to understand this manifestation of digital disruption from all angles…. Like many people, to varying degrees, you may be wondering about the scope, relevance and conditions for implementing a conversational agent (also called a … [Read more...] about Conversational agents: Why such a craze?
STIME – Groupement les mousquetaires: How to rethink the experience of the members during their interactions with the support?
As drivers of digital transformation, the STIME teams deliver and ensure the performance of information systems for nearly 3,000 Les Mousquetaires Group sales outlets, logistics bases and support services. Three main missions are carried out on a daily basis by the Support Department for members in France, Belgium, Poland and Portugal: Listing and marketing of software and hardware solutionsDeployment, installation and maintenance of solutions at the point of saleAssistance to users Based … [Read more...] about STIME – Groupement les mousquetaires: How to rethink the experience of the members during their interactions with the support?
The keys to rethinking your multi-channel strategy
Respond to new customer expectations, hypertrophied by the promises of digital technology In recent years, a wave of funds driven by digital technology has led companies, both large groups and mid-sized companies, to initiate real transformation projects by placing the customer at the heart of their concerns. These transformation projects have resulted in the redesign of the experiences that these companies want their customers to have in the short, medium and long term. Today, the … [Read more...] about The keys to rethinking your multi-channel strategy
RETRAITES POPULAIRES – Starting from the customer experience to redefine the multi-channel strategy
A historical and recognized brand Since 1907, Retraites Populaires has been a public law institution whose mission is to facilitate access to pension provision for all. Active in life insurance, occupational benefits, real estate, loans and pension fund management, the institution provides individuals, companies and institutions with a platform of expertise and know-how. As a major player in the Vaud economy, Retraites Populaires' policy is to give priority to investments in the local … [Read more...] about RETRAITES POPULAIRES – Starting from the customer experience to redefine the multi-channel strategy
How to reconcile customer experience, quality of service and remote employee engagement?
Feedback from OVHcloud - Testimony of Stéphanie Jacquet - Head of Contact Center Coordination In partnership with the AFRC (French Association of Customer Relationship Management), Activeo and Cisco hosted a webinar on Tuesday, June 30, 2020 based on the theme "How to reconcile customer experience, quality of service and employee engagement remotely? ». During this session, Stéphanie Jacquet, Head of Contact Center Coordination gave her feedback on the adaptation of the OVHcloud group to the … [Read more...] about How to reconcile customer experience, quality of service and remote employee engagement?
New models for the new world! A once in a lifetime opportunity for change.
Never waste a good crisis As many organisations entered the COVID crisis they were forced to work in new ways and achieved changes in three weeks that many said would normally take three years. The crisis tore down change barriers and sped decision making as only a good crisis can do. The sudden move to working from home wasn’t the only thing that happened. The restrictions also forced customers to interact with companies in new ways. This caused a one-off spike in use of digital solutions … [Read more...] about New models for the new world! A once in a lifetime opportunity for change.
Compliance Solutions
Financial services and investment firms are under pressure to keep pace and comply with ever-changing regulations and the increased scope of regional legislation, such as MiFID II in Europe and the Dodd-Frank Act in the U.S. Businesses that fail to meet these stringent demands run the risk of lawsuits, penalties, costly fines, and reputational damage. Verint® Verba™ can help you navigate the complexity of this regulatory landscape and take an efficient approach to enterprise compliance. … [Read more...] about Compliance Solutions
RAJA: Logepal at the service of real-time monitoring and management indicators.
If RAJA has more than 700,000 satisfied customers in Europe, it is above all thanks to its commercial offer, the quality of its service, its multi-channel strategy and its international development. Established in 18 European countries and with the largest product catalogue in this market with nearly 120,000 products, the RAJA Group has become the undisputed leader in the distribution of packaging, supplies and equipment for business. Very early on, RAJA integrated multi-channel into the … [Read more...] about RAJA: Logepal at the service of real-time monitoring and management indicators.
What does it take to “make things easy” for your customers?”
Providing customer with seamless and enjoyable support experience is important in terms of serving customer effectively and distinguishing companies’ brand from competition. Unfortunately, there’s still a wide gap between aspiring to be it and achieving it. Customer did what was told and forward the email to customer service to acknowledge the termination of service. Then , an email was received from customer service indicating that the case was resolved. After which, an email from … [Read more...] about What does it take to “make things easy” for your customers?”
Contact Centre in the Cloud – the Multi Partner Way
As a part of their Cisco Live activities, Tata Communications and Cisco would like to invite you to an exclusive event where Contact Centre experts Activeo and Bucher + Suter will demonstrate how adopting the Multi Partner model can overcome many of the challenges of migrating your on-premise installation to the Cloud. These include:• How do I convince my CFO to replace an on-premise installation which has already been written off?• Am I not better off waiting for the next IT refresh and … [Read more...] about Contact Centre in the Cloud – the Multi Partner Way
Gamification & Customer Relationship : from consumer to customer service commitment
WIn recent years, the term gamification is being increasingly used in management manuals, marketing and more generally in literature related to business. In 2011, the American firm Gartner predicted that at the end of 2015, 50% of companies with innovative processes would « gamify » these processes. Yet the concept remains vague or unclear for many. What is it about? Is it just a transposition of the gaming universe to areas of marketing, sales or recruitment? What usage … [Read more...] about Gamification & Customer Relationship : from consumer to customer service commitment
HOMEFRIEND : A certification process to serve and engage
Created in 2016 from the expertise of the Veolia Group, Homefriend stands as the specialist in customer relations and the acceleration of digital usage in water, energy and territorial services. It offers a customer relations center and digital solutions that favor dedication and service to its clients, operators and local authorities. "Homefriend offers a range of digital solutions such as mobile applications, a chatbot, a commitment platform to compare consumption, for example, or … [Read more...] about HOMEFRIEND : A certification process to serve and engage
