Zakia
74 posts published
Why invest in good customer service today ?
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Summary of key points
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Ethics and transparency of interactions
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Inclusion and accessibility
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Generative artificial intelligence
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Adapted tools and methods
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Case studies : startups vs. large companies
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Concrete examples in different sectors
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NPS, CSAT, CES : definitions and uses
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Average response time
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First Contact Resolution Rate
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Training and development of teams
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Technical skills : CRM, ticketing tools
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Human skills : empathy, listening, patience
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Customer data management (CRM and GDPR)
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Personalization of exchanges
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Automation and AI
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Omnichannel use cases
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Selfcare : FAQ, chatbot, knowledge base
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Social networks and instant messaging
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Telephone, Email, and Live Chat
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Improving brand reputation
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Long-term cost reduction
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Loyalty vs. Acquisition
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Examples of companies according to the chosen models
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When to outsource ? Why ?
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Advantages and disadvantages of internalization
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Post-COVID trends
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The digital era : transformation and omnichannel
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The beginnings : from the counter to the hotline
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