Happy Agent, Loyal Customer

Tomorrow’s customer service agents will be versatile, autonomous, proactive people, who will be able to handle written and spoken requests across channels. Eric Dadian, president of Association Française de la Relation Client (AFRC—the French Association for Customer Relationships), shares insights on how organizations can empower their employees and customer service agents to improve their customer […]

Considerations for Implementing a Global Contact Center

Internet access and/or a phone number are enough for any contact center agent to be connected to a “global virtual contact center. With voice still the most important channel of customer engagement, and given that traditional phone networks don’t work well across long distances, any company considering setting up a global virtual contact center should […]

#strategiec, Customer Strategy Tradeshow

2016 edition of the Customer Strategy Tradeshow is coming to an end and we would like thank you all for visiting our stand. During these 3 days, we had the opportunity to exchange experiences, meet with you for the first time or, in some cases, meet again those of you who we already know, present […]