outsourcing

advantages and benefits of video for a call centre

Advantages and benefits of video for a call centre

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 ...

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The customer is the centre of the universe?

The customer is the centre of the universe?

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 ...

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The customer is the centre of the universe?

Chatbots. Their use in 2022.

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 ...

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How our customers increase their confidence in Essentiel

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 ...

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Forecasting. First episode - Basic concepts and practical example

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), ...

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Can outsourcing be challenging? Don't you think so

 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 ...

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So, you want to outsource. Fine. You are in the right place. :)

What can we offer you? Efficiency, Cost reduction, Expertise, and Staffing flexibility Sounds good so far? Great! We can offer you different locations or even a combination of these: Portugal, Barcelona, Mexico, Vietnam, and/or Croatia. What location is best for you? So it depends. We put different locations in your hands In terms of management, ...

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