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by | Jan 25,2018
Proper staffing, training and strategies can make social media channels work wonders in a contact center, according to industry observers. Chances are contact center agents are not strangers to social media. Most probably use Facebook, Twitter and other social networ...
by | Jan 24,2018
L’essor des chatbots est impressionnant : 80% des entreprises projettent d’investir ou d’en installer un sur leur site ou page Facebook d’ici 2020*. Le compte à rebours a déjà commencé. Mais avant tout, qu’est-ce qu’un chatbot ? Il s’agit d’un programme automatisé ...
by | Jan 23,2018
Businesses adopt call center technology—any technology, really—to accomplish two goals: lower costs and grow profits. Sometimes referred to as the double-sided coin of efficiency and productivity, managers and executives are constantly seeking new ways to drive more val...
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...
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