Tag: Operational management
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Can the ROI of customer experience be measured?
Customer experience has become essential in business strategies, but its return on investment (ROI) remains unclear. OswegO offers concrete methods to measure this ROI and improve the performance of customer operations, demonstrating that quality and sustainability can generate a positive economic impact. The white paper «CX: Invest, Measure, Win» offers insights…
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Maghreb. Client. Transformation.
Oswego announces its expansion into the Maghreb region to transform customer operations, in partnership with Altiluz. Facing evolving expectations and the growth of the middle class, the company aims to develop tailored services while considering local specificities. Ahmed Soulaïmani has been appointed Vice-President to lead this initiative.
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Patient Pathways : The Patient-Centered Approach
A well-designed patient journey improves the care experience by reducing wait times and ensuring continuity of care. A structured approach, involving healthcare professionals, optimizes information management and reduces costs by anticipating patient needs.
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Outsource? WFM?
Imagine an e-commerce company dedicated to excellence in customer experience. Its operations span Europe and beyond. With a clear strategy, it invests heavily in its website, constantly improves its user interface and optimizes its supply chain to guarantee fast, smooth deliveries. Its customer service teams are well-trained and...
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Customer Success Manager: A Strategic Pillar of the Company
The Customer Success Manager (CSM) plays a crucial role in customer retention and satisfaction by optimizing the user experience and collaborating with various departments. Thanks to their skills in management, empathy, and strategy, the CSM contributes to the company's profitability by building trusting relationships with customers.
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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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BPO vs. IA? Enter the Customer Experience Showdown
Customer operations outsourcing, while still strategic, is being challenged by the rise of artificial intelligence (AI). Companies must adopt a hybrid model that combines technology and the human factor to maximize the customer experience. Humans remain crucial for sensitive interactions, while AI handles simpler tasks.
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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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