GMI: CUSTOMER RELATIONSHIP CENTRE BASED IN QUÉBEC

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The effectiveness of a customer relationship centre depends on its level of automation

The multiplication of communication channels with customers (email, chat, phone, social media, etc.) and their desire to have quickly answers have led to an explosion of information volumes and the need to process them in real time. Conventional ways of customer service management are no longer sufficient. To solve this

Customer service in crisis management: 4 good reasons to rely on an external call center

The holiday season, Black Friday, seasonal sales, or even back to school – these are some of the special periods or events that grab the full attention of managers of commercial enterprises every year. However, while these occasions are particularly favourable to raking in exceptional profits, they are also quite

Incoming calls: how to handle customer expectations

The way a company handles its incoming calls is an excellent indicator of its values and performance. Indeed, even if – in the wake of the internet boom and the democratization of certain messaging applications – there are now many ways to communicate online, the telephone remains an essential tool

Call processing: the importance of a strong call center’s infrastructure

For any company concerned about optimizing the way it handles calls both to and from its customers, implementing strong infrastructure is a major challenge today. Indeed, if the importance of qualified human resources to the different stages of customer relationship management is often mentioned, it’s also essential that you don’t

Customer service: the importance of perceived value

Evolving with the times and the new realities of their environment, the consumer of today is clearly more demanding than ever before. They expect a lot more from their act of purchasing than the simple acquisition of a product or service. Redefining the priorities of businesses, this new normal requires

The Call Centre: Your Secret Weapon to Customer Loyalty

Some would like to see it die, and yet, the call centre is very much alive and its positive impact on customer loyalty is more real than ever. The fact is that call centres are evolving to the pulse of technological innovations and the needs of consumers. However, it remains

Omnichannel, for a successful customer experience

Do you know what the real expectations of your customers are? Do you know their journey, their new habits, and what they hope to get out of each purchase? In the current environment, which is marked by intense competition and where the customer is at the heart of every marketing

Multichannel vs. omnichannel: what’s the difference?

The digital revolution of the last few decades is at the heart of the development of a wide variety of increasingly effective new digital tools. Adapting to them and adopting these various technological advances, today’s consumer has greatly evolved, as much in their appropriation of the different products and services

Private sales: an effective technique for building customer loyalty

Increasingly demanding, today’s consumer is constantly looking for an appreciation of their status as a buyer, special privileges, and a more advanced consideration of their expectations. In such a context, an effective sales strategy requires merchants (both physical and online stores) to get more and more creative – first to

Growing your business with events: still profitable?

An essential activity in traditional business strategies, today, business development takes different forms and makes use of many channels. Indeed, the internet and social media have greatly modified customer behavior, forcing sales teams to adapt to the expectations of customers who are proactive, mobile, and always seeking out innovation. Such

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