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The BRICS (Brazil, Russia, India, China, South Africa) have a dream potential. Teleperformance is also very optimistic about the opportunities offered by these countries for outsourcing call centers. The leader in customer relationship management services believes in the development of these markets in which it has been present for some fifteen years. The Ovum research […]

Sometimes, the telephone reception is sufficient to give an idea of the professionalism of the company. Similarly, telephone reception is an opportunity to impress callers. It therefore requires a personalized and highly performing welcome. Here are the recommended practices to have an effective telephone call. Customization The pre-hook voice message must present the company. When […]

Driving the culture of the company: this is the mission of the community manager. So does it make sense to use an external provider to manage online communities? The answer. Having a thorough knowledge of the company is a necessary condition so that the community management is done for the best. This implies that it […]

At a time when social rank is increasingly on the rise, webmasters tend to forget about trust rank, another “off-site” criterion that Google put in place a few years ago. Social Rank is a classification criterion that takes into account social signs to order research results. Some website managers focus so much on this one […]

Interactive Intelligence, an expert in call center solutions, provides an update on its strategy. In the wake, the French leader Olivier Silberstein emphasizes that “It is the end of the complex projects of contact centers“. The American publisher of customer relations solutions has recently opened an office in France. Founded in 1994, the company is […]

With the always steady rise of the Web, it is to be expected that the customer relationship will soon undergo a profound change. At a time when online sales account for 20% or more of the total volume, we may wonder what the future of telephone call centers will be: will they really be drained […]

In order to adapt to the evolution of customer relations, which now includes many activities requiring a certain capacity for writing, contact centers must train their tele-consultants. Accustomed to oral work, these agents must abandon certain reflexes and learn new formulations. At a time when 16% of consultants’ working time is spent writing letters, e-mail, […]

The quality of the customer relationship has become as important as the product or service itself. It is therefore important to consider qualitative indicators to further improve the service provided to clients. Qualitative KPIs are the new trend in the customer relationship market. These indicators make it possible to assess customer satisfaction and loyalty. Quantitative […]