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Articles

What are the keys to an efficient transformation of the organization?

31 October 2022 par Activeo

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 measure the RESULTS. Our team sought to find and analyze the common success keys to the transformation projects that have … [Read more...] about What are the keys to an efficient transformation of the organization?

Filed Under: ARTICLES, Articles, Non classé

Sentiment analysis: a new trend in the service of the customer experience

10 June 2022 par Activeo

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 information from recordings of customer conversations in an efficient and fast way. In this article, we discuss sentiment … [Read more...] about Sentiment analysis: a new trend in the service of the customer experience

Filed Under: Articles, Non classé

Succeed in your Cloud Contact Center project: Accelerate the transformation of organizations

2 March 2022 par Activeo

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 transformation, they need to offer their businesses high-performance, agile and scalable tools, and IT needs to be able to control the security of data and flows. The Cloud responds to … [Read more...] about Succeed in your Cloud Contact Center project: Accelerate the transformation of organizations

Filed Under: Articles

Quality Monitoring for customer experience and employee commitment

17 December 2021 par Activeo

For several years now, the customer experience has been at the heart of the concerns of the vast majority of companies and organizations, regardless of their sector of activity, their field of intervention or their size. This challenge has given rise to real transformation projects, aimed at placing the customer and the employee interacting with the customer at the center of all concerns. Moreover, today and even more so tomorrow, when a customer decides to contact a consultant, it is … [Read more...] about Quality Monitoring for customer experience and employee commitment

Filed Under: Articles

From Service Quality to Service Excellence

28 September 2021 par Activeo

Aiming at "customer delight" for each interaction with its customers has become a priority objective for companies wishing to differentiate themselves on their market through customer experience. This is the purpose of the new ISO standard "Service Excellence", currently being developed at the international level, in which Activeo is actively participating as a member of the Afnor standardization committee. Its scope will aim at accompanying companies from "customer satisfaction" to … [Read more...] about From Service Quality to Service Excellence

Filed Under: Articles

Align the relational stance with the company’s brand promise and customer orientation

15 June 2021 par Activeo

The brand-customer relationship is evolving and the brand promise put forward must above all reflect the commitment to sincere and concrete actions, proposed in an intelligent way according to the different interaction channels.Respecting this promise can have a significant impact on the quality expected and the satisfaction felt by the customer. However, as customers are increasingly informed, demanding, receptive and even defiant, we can all testify that this brand promise is not always … [Read more...] about Align the relational stance with the company’s brand promise and customer orientation

Filed Under: Articles

Conversational agents: Why such a craze?

1 June 2021 par Activeo

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?

Filed Under: Articles

The keys to rethinking your multi-channel strategy

18 March 2021 par Activeo

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

Filed Under: Articles

New models for the new world! A once in a lifetime opportunity for change.

24 July 2020 par Activeo

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.

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Compliance Solutions

26 March 2020 par Activeo

articles

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

Filed Under: Articles

What does it take to “make things easy” for your customers?”

6 June 2019 par Activeo

articles

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?”

Filed Under: Articles

Contact Centre in the Cloud – the Multi Partner Way

28 February 2019 par Activeo

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

Filed Under: Articles

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