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 of… Continue reading How does Messenger interface with a visual IVR?
What is self-care? Times are changing and we are no longer obliged to make a phone call to get assistance (to check the progress of a claim, change account details, or further information etc.). Nowadays, the customer can address a number of issues using different access channels into the company : mobile apps, FAQs, customer… Continue reading How to calculate self-care rate?
Insurance companies are facing an ever-more competitive marketplace as a result of several factors (a growing number of products, new players who are 100% digital, and the French consumer protection legislation known as Hamon’s Law). At the same time, customers have completely integrated digital technology into their purchasing techniques on a daily basis. Customer relationship… Continue reading Visual IVR for insurance: three use cases
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… Continue reading Arnaud de Lacoste – Acticall: Building a digital transformation
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… Continue reading Carglass: Digitisation of incoming and outgoing phone calls
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… Continue reading Salon Stratégie Clients 2017: Overview
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… Continue reading Digitising phone calls : the win-win gamble over customer relationships