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GMI at a glance

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Customer service quality in crisis management: the advantages of a call centre

Whether it’s during the holidays, sales, or any other period involving a spike in traffic, commercial enterprises are generally faced with special needs with regard to customer service. Indeed, the sporadic influx of interactions, prospects, and customers on these occasions imposes certain operational constraints, particularly with regard to front office activities and incoming call management. To better handle these difficult periods, relying on a call

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Emotional Commitment: How to Create a Strong Bond with your Customers

Hyper-connected, resourceful and well informed, customers are also highly solicited. To set themselves apart, brands need to create a long-lasting bond with its customers, encourage dialogue and engage them emotionally.   An emotional connection is a strong bond between two entities. A business must be able to create this long-lasting, authentic and profitable bond with its customers. Why? Because the consumer is more volatile and

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7 Tips to a Successful Customer Experience

Customers are increasingly demanding and volatile, so ensuring their loyalty and retention is a daily challenge for any business. To stand out from the competition, businesses must make sure their customers enjoy an exceptional experience.   A study conducted by Forbes Insight indicated that the two strategic priorities for company executives were customer acquisition and retention, 42% and 32% respectively. Gaining customer loyalty is a big

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6 tips for strategic incoming calls management

Managing incoming calls is a real challenge for any company that cares about its image and its relations with its external environment. How these calls are handled is indeed often a deciding factor in the initial evaluation of the customer experience. In order to optimize this contact that – it should be noted – does not arise from the company’s initiative, here are 6 tips

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