Julien Rio

Customer Service: How To Encourage The Autonomy Of Advisers?

The growth of remote working concerns all departments, including customer service. This helps to develop practices around the role of a customer service agent and to give it more importance. Supervisors realize that teams do not lose productivity and gradually grant them greater autonomy,...

How Connected Conversations Across All Devices Create Better Customer Experiences

In the era where companies are competing primarily on customer experience, providing customer service of the highest quality and even exceeding it is defined by two factors, choice and convenience. Retailers know so many changes have happened in the past year, and for many,...

Optimize Your Digital Customer Service During Sales

Sales periods have always been important for retailers. This year has been no exception and in many, probably one of the most significant in the UK and Europe since many services moved online. In 2020, 87% of British consumers stated utilizing online channels...

What Lies Ahead for Customer Experience in 2021?

The digital transformation of businesses accelerated significantly in 2020. They had to quickly adapt to remote work and further develop their usage of digital channels. A recent study by McKinsey illustrates that this circumstance could have saved five years on the adoption of digital...

5 Uses of Artificial Intelligence in the Contact Center

Artificial intelligence isn’t just a science fiction concept anymore. You can find it everywhere, from helping medical teams analyze results to personalized advertisements on social media. It has a ton of benefits for your contact center agents, too, and here are some great ways...

How Conversational Commerce can Transform the Shopping Experience

Social networks have been changing for some time to be more than just a way to communicate in our private lives - promptly satisfying the needs of both businesses and consumers. Significant messaging apps like Facebook Messenger and Apple Messages are presently being adapted...

5 Steps to Create a Customer Service with a Sales Focus

Consumers have never had a greater choice of products and services to choose from. This, in turn, means that providing exceptional customer service has become a greater challenge. Putting the customer first is imperative and dissuading customers to switch from one provider to another...

4 Ways to Improve Telco Contact Centre Productivity

There is rapid innovation taking place within the telecoms industry, as many operators are differentiating through customer experience. The main criterion of choice today is CX because price and product no longer change from one competitor to another. The processing of large volumes of messages...

6 Ways to Enhance CX in 2020

Customer behaviours and expectations develop quickly. To distinguish themselves, companies have to adjust their strategy continuously. The need to fulfill outstanding customer service has nevermore been more significant than now - customers use digital channels more than ever. They expect seamless journeys through their...

5 Mistakes to Avoid for a Modern Digital Customer Service Strategy

Image credits: Shutterstock Today’s customers want to interact with brands using the same tools they enjoy for personal communication. As customers rely less on voice communication and more on messaging, social applications, and other mobile apps, brands have quickly realized they need to adopt these...

10 Tips for using Messaging Apps in Customer Care

Messaging apps can be hugely advantageous for digital customer engagement strategies, offering a multitude of benefits such as increased privacy, an alternative to live chat, new message notifications, “message read” statuses, image messaging and providing geolocation data. In a recent survey, 67% of...

Six Trends Shaking Up Customer Care in 2019

Source: Shutterstock As 2018 comes to a close, it’s time to reflect upon this year’s Customer Care industry highlights, and to think about what’s expected to happen next year. To help you plan for 2019, we report on six major trends that are set to...

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