Gamification & Customer Relationship : from consumer to customer service commitment
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 […]
Customer Feedback : True or False?
Customer Feedback : True or False? Are you familiar with the principle behind Customer Feedback applications? It’s very simple: a customer is asked to answer an automated voice questionnaire following contact with a call center agent. The aim is to collect customer feedback in “real time”, and it’s easy to see why this type of […]