Automation or customization? Or maybe both…

According to the dictionary, personalization is “the action of designing or producing something to...

The AHT of my Call Center is increasing, but it turns out that it is good

A few days ago we had a webinar session with a significant number of customer service managers from...

Can your chatbots serve as the best of your agents?

In Customer Service, as in many other fields, digitization is an unquestionable trend. Not only for...

Trying to solve a client problem whose cause you don't know is trusting to luck

A specialist doctor asks questions and performs diagnostic tests until reaching the cause that...

The real key to get a customer service that works

Are you aware of what you know and what you don’t know? If not, you may be missing the key

"Be...

Listening to the customers is good: having to listen to them to solve a problem, not so much...

As users of services in many sectors, we are used to dealing with very uncomfortable situations: