If your answer to this question is “men, women, between the ages 18 and 50” etc I have bad news. You cannot define your customers by generic data, such as age and gender anymore, or you will run out of customers. Most companies have an intelligence center that is often disregarded and still not used as such. It has precious information for assessing what is being done and what can be improved.
We strive to help our customers achieve maximum business profit while at the same time providing their own customers with the most excellent service. I´m going to take this opportunity to give you a little insight on how to use each dialing mode to achieve that objective.
Lean method has enabled small and medium companies to compete against big corporations. This management model is more popular year by year, and is based on launching a product or service requested by the market, see how it works and apply changes suggested by the client to improve it.
Having one of the most important tech events happening in your city is something big. As soon as the news came out that the Web Summit was coming to Lisbon (more than a year before), and being a web, social media and content marketing enthusiast, I knew I could not miss it. So, I joined the Women in Tech movement and got a special ticket, a year before the event happened.
We live in a world of interconnectivity. We interact with our friends and family over several channels and devices and we expect to be able to the same when communicating with businesses.
The Altitude North America Summit, that took place recently, was a great experience, with top level management, at the iconic CN Tower in Toronto, Canada!
Perceiving the quality of your customer service, communicating it effectively to all players, and learning how to improve it is a real challenge, especially now that buzz words such as customer journey and customer experience are stronger than ever.
Home agents is not a new concept, but still a very relevant one, due to the rising numbers in cloud contact center deployments. Companies operate on a global world and need agents across the several regions and with different skills to be able to achieve customer retention and loyalty regardless of the agent´s location.
Calls over Skype and Whatsapp. Messages over Google Hangouts and Facebook. Posts and Tweets.
It really can get confusing sometimes, can´t it?
I know from my own experience that sometimes when I haven’t had time to reply to a message right away, I´m having a hard time finding on which platform I had received it. Was it a normal sms? A Facebook chat message? Something on Whatsapp? Or maybe it was Snapchat?