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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

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.

Customer Service: How to LISTEN to what your customers are really saying?

26/10/16 13:09 Célia Cerdeira

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.

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