Le net promoter score (NPS) demeure pertinent pour toute entreprise dès lors qu’il a un objectif spécifique. Les marques doivent comprendre qu’il s’agit avant tout d’un outil parmi d’autres...
Guides et conseils
Customer experience is a key differentiator in driving brand loyalty, but what is the driver of differentiation in delivering customer experience? Artificial intelligence, especially conversational intelligence, makes a pivotal...
Chaque jour, le conseiller client doit jongler avec de nombreux outils. Face à plusieurs écrans et interfaces, il doit faire preuve d'efficacité et de bienveillance envers les clients. Comment...
Over the past twenty years, technologies have grown at an incredible rate, reshaping the expectations of customers and the means available to contact centers to meet them. While channels...
Ces vingt dernières années, les technologies ont progressé de façon exponentielle, transformant les attentes des clients et les moyens mis à disposition des centres de contacts pour y répondre....
Automated encounters are becoming an ever bigger part of the customer journey in industries such as retail and banking. Efforts to integrate human intelligence into automated systems, through using...
Les récents événements qui ont conduit à la généralisation du télétravail auraient pu causer de gros problèmes aux entreprises. Cependant, une majorité d’entre elles a su faire preuve de...
The global events that caused the mass shift to work-from-home operations could have ended badly for brands worldwide. However, it was proof of how resilient and flexible they can...
The net promoter score (NPS) is relevant because it has a specific purpose. While it should be paid attention to, it should be used to guide CX strategies rather...
Voice is still the dominant channel in customer service, which means optimizing speech recognition software using the latest best-in-class technology is a must. The good news is that solution...