Relational Approach: The Missing Link Between Ambition and Customer Experience
Relational Approach: The Missing Link Between Ambition and Customer Experience Within organizations, there is a lot of talk about customer experience, omnichannel strategies, automation, and conversational AI. Yet what most strongly influences perceived quality is often something that cannot be programmed into tools: the customer service representatives’ interpersonal approach. It is the most visible aspect […]
Quality Management: Leveraging Sustainable Innovation
Quality Management: Leveraging Sustainable Innovation Recent studies show that companies that adopt advanced quality management tools have a customer retention rate that is 55% higher than the market average. In addition, contact centers that integrate voice and emotion analysis see an average increase of 20 to 30% in customer satisfaction, as well as a 25% […]
Réinventer la planification des effectifs grâce au WFM
Reinventing workforce planning with WFM ON THE FEATURE OF THIS ARTICLE: 1. Why rethink your WFM strategy? The 6 main reasons 2. The benefits of artificial intelligence and machine learning 3. Implementing a WFM solution with success Workforce management within contact centers is a crucial issue for guaranteeing high service levels while optimizing costs. In […]
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 […]
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 […]
The Conversational Bot: Enrich, streamline and automate interaction
The Conversational Bot: Enrich, streamline and automate interaction Conversational bots are becoming increasingly popular in contact centers due to their ability to help customers quickly and efficiently. These virtual agents are able to complement the support of human agents to make them more efficient, improve the customer experience and reduce contact center operational costs. According […]