Tag: Human Resources
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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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Thierry Chamouton, Head of Customer Experience and Inspirer of OswegO Academy OnLine
Thierry Chamouton souligne l’importance de l’humanité dans le management, prônant un « ménagement » qui favorise le bien-être au travail. Il insiste sur la nécessité d’être authentique et solidaire dans un monde marqué par l’anxiété. L’intelligence artificielle doit être au service de l’humain, enrichissant l’expérience client par des valeurs de confiance et d’engagement.
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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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The Reinvented Customer Experience: When Strategy and Technology Unite
The article explores how Customer Experience Management and Customer Tech are revolutionizing business-customer interactions. By combining data analysis, automation, and personalization, these approaches improve customer satisfaction and reduce costs. Concrete examples, such as Amazon and Starbucks, illustrate the tangible benefits of these innovative strategies.
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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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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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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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Inclusion : Mais qu’est-ce qui (dé)bloque ?
L’inclusion professionnelle des personnes autistes demeure un défi majeur, avec 80% touchés par le chômage. DOO Conseil, ancré dans cette cause, mène des recherches pour identifier des solutions. Les résultats révèlent la nécessité de former et d’accompagner les équipes et de rendre les processus de recrutement plus adaptés pour favoriser l’inclusion.
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