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by | Jan 22,2018
Incontournables dans le domaine de la relation client, les centres de contacts sont aujourd'hui au cœur de la chaîne de valeur d’une entreprise. Industrialisation des diagnostics clients et des plans d'actions personnalisés constituent des atouts clés. En prise dir...
by | Jan 19,2018
Call centers are known for having extremely high turnover rates. In 2016, the rate was between 30 and 45 percent, nearly half of the workforce. It becomes a big customer service concern, as new agents often do not get the proper training needed to address client concern...
by | Jan 18,2018
Offshore, nearshore, transfert d’équipes, travail à distance… autant de qualitatifs liés à cette tendance économique poussée par la mondialisation et la recherche de productivité des entreprises. Certains métiers, plus que d’autres, sont directement intéressés par cette...
by | Jan 16,2018
Investment in omni-channel customer service is a prominent corporate trend. Companies are looking to text, Web self-service, instant messaging and just about any other method they can find to deliver a better customer experience. But while all of those channels can be u...
by | Jan 15,2018
Souvent confondus, ces deux services sont pourtant différents tout en étant complémentaires. Il est important de bien connaître les solutions proposées par ces deux types de structures afin d’être certain de répondre à vos besoins et à vos attentes. Qu’est-ce qu’u...
by | Jan 12,2018
Call-centre workers have it tough. Like retail staff, we are frontline cannon fodder. We have the task of dealing with people who are in the majority of cases lovely and reasonable but also sometimes disgruntled and short of patience. If you work 40 hours a week, the la...
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