omnichannel customer journey

In recent years, the importance of providing high-quality customer care service has become critical to the success of companies. Call center optimization has become a key element in improving operational efficiency and customer satisfaction. In this…

The number of channels available for customers to interact with businesses has grown exponentially in recent years, with the advent of chatbots, messengers, mobile apps and more. It has become imperative for companies to manage requests…

In customer care, quality of service is paramount. To ensure that customers receive excellent service, companies rely on specialized professionals such as the Customer Service Quality Analyst. In this article, we will explore the fundamental role…

Customer service is now an indispensable service for companies, whether they are in sales, manufacturing or public administration. Any business that interfaces with end users will need customer service, more or less structured. Today's consumers are…

The everyday life of an average user today is a hybrid of multichannel experiences: we search online for a product, we buy it on a site, we receive a confirmation of the purchase by e-mail or…

Artificial intelligence is increasingly being used in customer interactions, but it is important for companies to be able to explain the decisions made by their systems, to give greater transparency to a world, in some cases,…