Within customer service organizations, back office is frequently the poor relation in terms of process efficiencies. Too often we find that tools are focused on functionality and not on [...]
For years we’ve been hearing customer service leaders talking about “end-to-end customer service” without really seeing a satisfactory level of practical application. Today, we can see a concrete example [...]
To say that COVID-19 profoundly altered our working lives is a little like pushing on a door that's already wide open. This is especially true in the world of [...]
We're grateful for the opportunities we've had, proud of what we've achieved, and looking forward to building an even better employee and customer experience in 2021 and beyond. Like [...]
Want to realize a drastically reduce turnaround time and realize a rapid ROI in customer service? Here's how it worked for Sogetrel, fast-growing network infrastructure company, using the Sitel [...]
Cooperation and coordination between the front-office and back-office—representing two distinct but essential facets of a company—is often taken for granted. While the front-office is the “face” of the company [...]
Brands have developed the conversational to be closer to their customers, but all collide today to the same difficulties - optimize the digital customer relationship and manage all social [...]
From social media to iMessage and SMS, messaging is now an indispensable part of everyday life, fundamentally shifting how we communicate with each another. There are 2.5 billion people using Facebook every [...]
As channels multiply, businesses and customers lose the flow of their conversation. A customer only has to contact the wrong service, not use the right channel or need a [...]
Over 70 Customer Relationship Management leaders and Tech-intensive industry experts gathered in Paris on September 19th for the second annual Innso Day. The agenda was clear. Demystify new technologies. [...]