Balance between service quality and operational efficiency
Sustainable employee engagement
Aligning the operational model with the target experience
Boosted operational and economic performance
Reflection on internalization /externalization
Search for strategic partners
Activeo is here to help you turn these challenges into performance drivers.
Many customer contact centers focus on internal efficiency and seek the best compromise between response quality and contact processing speed. But processing times cannot be reduced indefinitely; there are inevitably limits that cannot be exceeded.
Shouldn’t we instead be looking for a different approach, one that will ultimately be both more satisfying for customers and more profitable for the company? Taking the time to resolve the customer’s problem, and above all understanding where it comes from to prevent it from happening again, are the goals we should be setting ourselves.
The quality of your customer relationships is a key factor in customer loyalty and the success of your business.
Implementing a quality approach (reference system, NF standard, ISO, etc.) offers numerous benefits for the brand, employees, and customers. With NF Customer Service certification and the Service Excellence label, you can demonstrate that customer satisfaction is your top priority!
Revised in 2018, AFNOR‘s NF Customer Service certification is based on international standards ISO 18295-1 & 2. A true guide to best practices, it takes into account new customer expectations and strengthens the link with internal and external contact centers.
Excellence in customer relations is a key element of our positioning. Our consultants support you throughout your certification project, from defining the scope of certification to the pre-admission audit.
Quality Management & AI: a winning combination for customer experience
With AI and Automated Quality Management, organizations are moving from manual control to intelligent management: real-time analysis, personalized feedback, and enhanced compliance.
Read our expert opinion on best practices for getting the most out of QM and boosting performance, quality, and engagement.
