Customer Experience

August 28, 2017

Customer experience, an integral part of strategic planning

Strategic planning is a process that allows you to visualize the ideal future positioning of your business, establish business strategies to achieve it, and define actions to take, depending on your company’s ability to execute. Customer experience is an important part of it.

January 17, 2017

Does your quality assurance program have the required qualities … in your clients’ eyes?

This article provides you with some benchmarks to help you develop a quality assurance program that will encompass all your business channels. By closing the gap between internal and external indicators, you will be able to measure what really counts for your customers and make the interactions with your clients a successful customer experience!

October 30, 2016

Why play the gamification game?

The twofold challenge of gamification In constant growth since 2008, gamification is a business trend that strategically implements elements of…

April 19, 2016

Optimize service delivery channels– alone you go fast, together we go far

the objective of this publication is to demonstrate the financial importance of integrating your omnichannel strategy effectively

March 22, 2016

What service level should we offer in 2016 in a omnichannel environnement ?

Provide an experience on multiple communication channels is what we call being multi channel. In 2016, it is not enough to be available everywhere, you have to be present everywhere. Today, companies must provide a consistent global experience that is effortless for their customers. Discover how to set the right level of service for every channel.

February 8, 2016

A bullseye kind of customer experience!

Considering that companies today are now offering several products from several points of contact, measuring the customer experience may sound complex, but it doesn’t have to be!

November 17, 2015

Mapping the customer journey: A travel through customer experience enhancement

Mapping the customer journey may seem like an abstract concept, that comes from major business schools. However, it represents an…

October 8, 2015

Why Opt for Intraday Automation?

Intraday automation is the best way to successfully overcome the real time challenges contact centers face while improving customer experience.