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GMI AT A GLANCE

GMI at a glance


Middle-aged man holds telephone while woman screams at it

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


Determined businessman talking on red phone handset

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


businessman looking through a telescope

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 them to optimize certain jobs — in particular those related to customer service quality —


call centres increase customer loyalty

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 the most efficient (and cost-effective) means for a business to ensure customer loyalty, regardless of



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