Blog

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 […]

Social networks have become a great place to find prospects. The advantages of social platforms are that they are easy to access, free or almost, fast and without secretary or assistant filtering. Moreover, they constitute an immense pool of information on prospects (professional relations, interests …) and allow direct access to decision-makers. Since there are […]

Successful sales on incoming call is beneficial for both customer relations and turnover. It is an operation that combines customer relations with the development of turnover. The call center operator who handles incoming calls informs and advises clients, at the ADV or in the hotlines. Since it is the customer who calls, it is the […]

Order processing is part of the services offered by a call center. It is an activity that can be carried out both inside a contact center and at home because it requires only a telephone. Unlike prospecting, which involves sending calls, calls are made on the basis of calls received. In short, it is a […]

A recent survey highlights the problems that come directly from the company, particularly its customer service. Consider the case of Verint. Ipsos-MORI surveyed a sample of 7,000 consumers in 6 different countries (United States, United Kingdom, France, Poland, Germany, Russia) to measure their satisfaction with the service ‘they received. While 34% of clients say they […]