Operational Management

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.

July 3, 2017

The Implementation of Workforce Management Software: A Process to Take Seriously To Ensure Optimal Results!

Organizations are facing growing challenges when it comes to offering an outstanding customer experience, especially with a management style that…

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…

June 4, 2016

Workforce Management: Say goodbye to EXCEL and opt for an automated solution made for 2016!

Looking for a way to make your contact center more productive, to waste less time and talent and to meet your forecasting efficiently? Workforce Management software is the best solution to help you meet your objectives!

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!