About Cindi Neves

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So far Cindi Neves has created 26 blog entries.

Arnaud de Lacoste – Acticall: Building a digital transformation

With $ 1.7 billion revenues in 2017, 75,000 employees in 22 countries, and more than 146 contact centers, Acticall-Sitel is today a key player in integrated business services and customer relations. Leader in sectors such as customer experience, digital technology, and training, the group founded in 1994 by Arnaud de Lacoste, Laurent Uberti and Olivier [...]

By | 2018-03-15T13:27:58+00:00 March 15th, 2018|Interviews|0 Comments

Genesys, official partner of Dial Once

Sébastien Marie (Genesys): "Selfservice is what customers expect" Leader in omnichannel and customer experience, Genesys was one of the key players at the last Paris customer relationship show. With a presence on five continents and an expertise of almost 30 years, the group is today one of the structuring companies of its market.We therefore took [...]

By | 2018-03-15T11:40:08+00:00 March 15th, 2018|Interviews|0 Comments

Salon Stratégie Clients 2017: Overview

On the 18, 19 and 20th of April 2017 the Salon Stratégie Clients took place in Paris at the Porte de Versailles. This is the annual get-together of all the players in the customer relationship management ecosystem where the latest innovations in customer experience and digital solutions are on display. The ultimate objective of all [...]

By | 2018-03-06T14:52:24+00:00 March 6th, 2018|Events|0 Comments

Digitising phone calls: the win-win gamble over customer relationships

Delivering quality service is a key challenge for all those involved in customer relationship management. However, this observation is crying in vain in contact centres: wait times are getting longer, call centre agents have less and less time to deal with incoming call requests and quality is getting worse. 67 % of French people have [...]

By | 2018-03-06T14:48:04+00:00 March 6th, 2018|Use cases|0 Comments

Carglass: Digitisation of incoming and outgoing phone calls

The Salon Stratégie Clients will take place in Paris at the Porte de Versailles. The Salon Stratégie Clients has agreed to let one of the leading vehicle glass repair companies present its findings: Carglass. The workshop has agreed to let Carglass share the results of a Dial Once evaluation. The biggest challenge for Carglass: arranging [...]

By | 2018-03-06T14:45:40+00:00 March 6th, 2018|Interviews|0 Comments

Customer experience meets your Contact page before any others

Whatever stage of digital maturity your company has reached, your customer service team will find itself facing a major challenge, namely the customer experience. It is not only frustrating for the customer, but also for the business to deal with customer queries, knowing that incoming calls cost the business on average EUR 5-12. However, a [...]

By | 2018-03-06T14:38:57+00:00 March 6th, 2018|Tools|0 Comments

Banks: improve the customer experience by increased use of digital technology?

Mobile application, website, visual IVR, or even Chatbot; there are plenty of digital tools available to support banking organisations delivering customer relationship management. However, how can they derive business benefit from these new tools without compromising their customer base? A study conducted by Eptica on the subject of customer experience in 2017 found worryingly that [...]

By | 2018-03-06T13:54:22+00:00 March 6th, 2018|Use cases|0 Comments

The top 7 Contact Centre events in France

What can be better than to focus on events dedicated to customer relationship management and the improvement of the customer experience. Here is a selection of the 7 events you should not miss: 1. Salon Stratégie Clients Twitter: @strategiec Website: www.strategieclients.com Dates: 10-12 April 2018 Location: Porte de Versailles, Paris Format: Stands, conferences, round-table events The [...]

By | 2018-03-06T10:52:41+00:00 March 6th, 2018|Events|0 Comments

How does Messenger interface with a visual IVR?

Companies currently in the throes of implementing digital transformation, are battling with telephony and digital departments, which in the past, worked in silos with conflicting strategies. However, these two departments had shared objectives and had to rely on existing technology. Chatbots and a greater take-up of artificial intelligence, offer these two departments a new opportunity [...]

By | 2018-03-06T10:18:30+00:00 March 6th, 2018|Trends|0 Comments