Interesting article on @lemagit.fr The customer experience can be improved by adding a video-based communication channel. Several providers are pushing this option. Often with good reason, given the advantages of video technologies for call centres. When you call your operator because the Internet is down and you can't get through to your ...
Advantages and benefits of video for a call centre Read more "
We start the year confirming expectations and closing deals to help new and existing clients. We are pleased to welcome clients from different sectors: medical/insurance sector, e-mobility sector, conversational digital marketing sector. And we are also pleased to see that our clients trust us more and more. Some of our clients ...
The customer comes first but it is true that not all customers are easy customers. So, the customer is the centre of the universe? The first thing to keep in mind is proactivity. Customers need solutions. Customers need us to be proactive, not reactive. I learned this many years ago. I had a client with ...
The use of chatbots has become more widespread in recent years and the trend is for them to become a necessity for both consumers and businesses. Chatbots offer customers to resolve certain types of queries without waiting, when they choose to, and this helps to increase their customer satisfaction by providing them with the ability to ...
One of our customers in the air conditioning sector, based in the United States, extends its confidence in us by adding a new customer service channel in its expansion in Europe. Up to now we have been providing customer service through the chat channel and from now on we are adding the call channel in 5 ...
How our customers increase their confidence in Essentiel Read more "
Forecasting is essential if we do not want to impact customers with less resources than necessary. (see the article on KPIs) But before we start talking about how we calculate the Forecast, let's define some key concepts: - Workload: The volume of contacts (incoming messages) is multiplied by the average time of contact (incoming messages), ...
Forecasting. First episode - Basic concepts and practical example Read more "
Here is our first podcast where we present the company and our main values. We encourage you to follow us on podbean and we also remind you that you can follow our social networks : twitter Instagram Linkedin More information
There are different billing models. None is better than the other : it is simply a matter of choosing which model best suits your needs. Basically there are 3 billing models: per event, per hour or mixed. With us, you will never have to choose a single model or keep it if it no longer suits you or if it is no longer ...
Introduction: Outsourcing through a call centre, a call centre has become a big part of most companies' business strategy. Call centre outsourcing (bpo) is the business strategy of outsourcing some departments or tasks of a call centre to a third party, and it is a way of ...
Why do companies outsource their call centre services? Read more "
For some companies it is an unexplored scenario. For others it brings back not so good memories from a past experience with a telemarketing campaign. But Outsourcing is much more than this. What are the core advantages of outsourcing: 1) Focus on your core business Outsourcing non-core activities like back-office operations or administration frees up your ...
Can outsourcing be challenging? Don't you think so Read more "
