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 over 20 different sectors, and how they reduced their spending with the supplier […]
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 keys to transformation, as the challenges are first and […]
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 to Gartner, by 2026, one in 10 agents […]
What are the keys to an efficient transformation of the organization?
Articles How is transformation defined? It is “the action of transforming, the operation by which one transforms, the resulting modification”. The 3 important elements here are: action, operation and result. For a qualitative transformation, an organization must ACT in a more or less conscious way, define and set up the PROCESSES and/or procedures, coordinate and […]
Sentiment analysis: a new trend in the service of the customer experience
Customers are the greatest source of learning for a business. If a customer is unhappy or happy, there’s something about the company, product, or customer service experience that made them that way. With millions of calls recorded, contact centers contain valuable information about a company’s customers. Unlike manual investigation, Sentiment Analysis tools can extract this […]
Succeed in your Cloud Contact Center project: Accelerate the transformation of organizations
A successful Cloud Contact Center project Accelerating the transformation of organisations The cloud environment today offers many options and facilitates innovation and agility. Nevertheless, to respond to the concerns of IT and the business, which combine performance, security, cost control and innovation, cloud contact center solutions have many advantages. As companies embark on their digital […]
