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Célia Cerdeira

Célia has been part of product marketing team at Altitude for the past 5 years. Her focus area is the improvement of the customer journey and the adoption of customer centric measures for companies to engage with their clients. You can reach Célia at celia.cerdeira@altitude.com

Célia fait partie de l’équipe Marketing Produit chez Altitude depuis maintenant 5 ans. Son domaine d’expertise est l’amélioration du parcours client et l’adoption de stratégies centrées sur la satisfaction client par les entreprises pour pouvoir les fidéliser.

Recent Posts

Altitude: Contact center technology at the service of the people

03/08/18 11:44 Célia Cerdeira

Altitude is celebrating its 25th anniversary! For the past 25 years we´ve imagined, brought to life, installed and implemented solutions, first for call centers, then for contact centers, and now working on the new wave..

Together with our customers we´ve been able to accumulate knowledge and expertise that we use to keep improving and innovating. And how do I know this you wonder? I know it because I´ve been here for 19 of these 25 years! I do dare to say that the key to our success is due to the people who work here and the commitment they have with the other people: both the agents that use our software and the customers that interact with the contact center. It´s not rocket science, nor big news to anyone in the contact center business that there is an increasing focus on replacing human agents with “machines”. However, I strongly believe that machines won´t be able to feel something very human: empathy, at least not in the near future. Yes, I´m well aware of the technological advances, Big Data, AI, and an ever growing list of great technologies, but here at Altitude, we have people´s well being into account in everything we do.

Are your customers in love with your company?

21/06/18 17:47 Célia Cerdeira

Customer engagement is all about the emotional and psychological attachment of customers to a brand, company, or product. 

According to a study made by Gallup Customers who are fully engaged represent an average 23% premium in term of share of wallet, profitability, revenue and relationship growth compared with the average customer.” 

Xmas is coming: is your contact center ready?

11/12/17 18:32 Célia Cerdeira

 Unlike the idyllic, festive, and calm scenario that the idea of Xmas brings into the mind of all of us, for the most part of businesses it is quite the opposite. According to Statista, the holiday season accounts for 20% of the retail Industry´s annual sales, and can account for as much as 30% of an individual retailer´s total sales. Things do get hectic.

Good Bye Cold Calling, Hello Proactive Calling

13/11/17 11:43 Célia Cerdeira

Which of us doesn’t have a pet hate for those annoying people that call us at the most inappropriate times, such as the middle of dinner, to sell us something that we couldn´t care less about?

How can I help you?

13/10/17 18:29 Célia Cerdeira

Are your contact center agents still greeting your customers with this line?

The 4 Essential Routing Strategies in The Contact Center

01/08/17 11:24 Célia Cerdeira

Are you undecided about the routing strategy that you should use to meet the current needs of your business?

Should Your Contact Center Agents Have All the Answers?

17/07/17 11:40 Célia Cerdeira

According to an American Express survey, 99% of consumers surveyed say that getting a satisfactory answer or being connected to someone knowledgeable (98%) are the most important prerequisites to a great customer experience.

How To Start a Contact Center in 5 Steps!

29/06/17 17:23 Célia Cerdeira

After analyzing your business, you have identified that a contact center is the answer to your purposes and objectives. But do you know what to do next? Where to start?

How Well Do You Know Your Customers?

22/02/17 12:23 Célia Cerdeira

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.

Preview, Power, Predictive Dialing, How to Tell Them Apart?

26/01/17 13:12 Célia Cerdeira

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.

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