24
May 2019
by Groupe Marketing International
in Centre d’appel, GMI at a glance, Our solutions, Service à la clientèle
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 often periods of stress and internal tension. Indeed, given the stakes, and due to the
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07
May 2019by Groupe Marketing International
in Centre d’appel, GMI at a glance, News, Our solutions, Service à la clientèle
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 and is still the method most often used by the majority of customers who want
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07
May 2019Call 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 forget how important good infrastructure is to achieving the desired results. This is especially important
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24
Apr 2019Customer 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 them to optimize certain jobs — in particular those related to customer service quality —
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