Tag: Skills
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Why short formats are becoming dominant in improving the skills of Customer Experience managers.
Dans les opérations client, le temps est devenu la ressource la plus rare.Les données sont désormais bien établies : les formats courts affichent des taux d’achèvement supérieurs à 80 %, contre 20 à 30 % pour les dispositifs longs. Ils permettent également une amélioration de la rétention des connaissances pouvant atteindre +50 %, tout en réduisant le temps de formation de 40…
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Marc Langlois: Customer Experience, Performance, and Inclusion
Marc Langlois, Associate Director at OswegO, discusses the importance of optimizing customer and patient journeys while integrating inclusion as a driver of performance. He emphasizes the need to structure operations, use key performance indicators, and train managers in including autistic talent to improve the customer experience.
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Neobanks versus traditional banks
For several years now, neobanks and fintechs have established themselves as bold challengers to traditional financial institutions. Driven by their agility and technological innovation, they are redefining the customer experience and capturing a growing market share. In response, traditional banks are intensifying their transformation efforts to remain competitive. But who will emerge victorious from this...
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Human Resources, a Strategic Pillar in Contact Centers
The article explores the crucial role of human resources in contact centers, highlighting their impact on the customer experience and the challenges associated with turnover, absenteeism and scheduling. It highlights the importance of investing in employee well-being to ensure service excellence, supported by technological solutions.
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Patient relations: 5 tips from customer relations to improve the user experience
The patient experience is based on the importance of positive language and rephrasing to strengthen the relationship with users. Anxiety-laden words should be avoided, and precise commitments promote serenity. Listening and clear communication are essential to defuse misunderstandings and improve the overall experience.
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Europe, Land of the Customer Experience
Europe presents a complex market of 24 languages, offering challenges and opportunities for optimizing customer operations. Companies need to manage cultural diversity, choose between centralization and decentralization, integrate advanced technologies, and measure performance with appropriate KPIs to succeed and grow in this diverse environment.
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Choosing and Optimizing an E-Learning Platform for Contact Centers
This article discusses the importance of e-learning platforms in the ongoing training of contact center teams. It proposes selection criteria, best practices for optimizing use, and mentions several effective platforms. Successful integration can improve team efficiency while reducing logistics costs.
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Develop Skills to Reinvent the Customer Experience
In a context where customer experience is crucial, skills development in contact centers is strategic. Employees must master technical and human skills to meet evolving consumer expectations. Initial and ongoing training, supported by managers, is essential to ensure quality interactions and retain customers.
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WFM – The Economic Face of Customer Operations
Workforce Management (WFM) is essential for optimizing the utilization of human resources in contact centers. It is not only a planning tool but also a strategic process that improves employee productivity and satisfaction. WFM connects operational and economic objectives to transform contact centers…
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