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
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
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
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
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
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
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
A remote customer relationship management tool, a call center is often the first interface between the company and its external environment. As such, it actively contributes to the construction and development of the corporate image, from first contact through the various stages of the customer experience. Today, as more and
Among the tasks considered to be the most time-consuming by today’s managers and business leaders, email management regularly figures prominently. Indeed, between internal email exchanges with colleagues, external exchanges, advertising, spam, and all the rest, the time devoted to email can quickly become excessive. Besides the time that this requires,
Customer service quality should be a major concern for any company that cares about its brand image and its market competitiveness. Indeed, while a good marketing strategy is essential for developing your presence and acquiring customers, being able to meet expectations and maintain a good satisfaction level is essential for
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