Tag: Finance
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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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Develop Leadership and Management Skills in Contact Centers
The article discusses the importance of training operational managers in contact centers to improve performance and employee satisfaction. It highlights the challenges related to their training, as well as the benefits of a structured approach, by using experts like DOO Conseil to develop effective and inspiring skills.
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Transition Management: Debates and Realities
Interim management is experiencing strong growth in France, especially in sectors like finance, but remains underutilized in client operations despite its proven effectiveness. Although perceived as expensive and sometimes disruptive, it can positively transform customer services with proper integration and supervision.
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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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