What is BPO (Business Process Outsourcing)? Definition, How It Works and Key Benefits
Here is a complete, practical definition — and what it actually means for your organisation. Share on Table of contents BPO is one of those terms that gets used constantly in business strategy discussions but is rarely explained clearly. Simple subcontracting? Offshore cost-cutting? Or a genuine transformation lever? Here is a complete, practical definition — […]
How to Choose the Right Customer Service Outsourcing Provider in 2026
This guide gives you a clear methodology, concrete selection criteria, and an overview of the key players operating across Europe. Share on Table of content Outsourcing your customer service is one of the most significant strategic decisions a company can make. It directly impacts customer satisfaction, brand perception, and operational performance — and it ties […]
How a pension consortium optimizes member management
Securing and streamlining relationships with thousands of members across France through a flexible, real-time managed solution. Results Significant improvement in response time for service quality. 0 % Member satisfaction. Clarity of responses and relational quality. 0 % Introducer satisfaction. Smooth and professional support. 0 % Industry Insurance / Savings Since 2022 Location France CONTEXT A […]
How a European banking player optimizes its commercial performance with Armatis
Accelerating prospecting and service quality in a demanding banking environment. Results Significant increase in conversion rates Reduced processing time and customer friction Rapid campaign deployment Continuous quality improvement Industry Retail banking & financial services Since 2021 Location Poland CONTEXT A fast-growing banking player A major European banking player, committed to developing its credit and bank […]
What is the AHT (Average Handling Time) in Customer Service? Understanding, Measuring, and Optimizing it.
From tracking interactions to optimizing processes: mastering every minute Share on Sommaire : You’ve been tracking AHT for years. Perhaps even too much. In contact centers, this historical KPI shapes team organization, scheduling, and outsourcing contracts. But one essential question arises: does AHT still truly reflect your customer service performance? Or has it become a counterproductive obsession? […]
Insurance: Automating without dehumanizing claims management
Automating insurance claims management: how to do it right When journey design makes all the difference Share on Table of contents Automating claims management is achievable, cost-effective, and fully compatible with European regulation — provided you do not focus solely on operational efficiency. Insurers who succeed at this transformation work on three dimensions simultaneously: the […]
Essential Customer Experience Acronyms in 2026
45 CX acronyms decoded for 2026: classic metrics (NPS, CSAT), generative AI, agentic AI. The complete glossary for customer experience professionals. Share on “DToC,” “Agentic AI,” “RAG”… In a meeting last week, these terms were used and you nodded, hoping no one would ask you to explain. You’re not alone. The vocabulary of customer experience […]
How a B2B Healthcare Player Secured Its Professional Client Relationships End-to-End
Context A player in the B2B healthcare ecosystem needed to renew a fleet of equipment, maintain service quality, and support professional users across the entire value chain (assistance, after-sales service, renewal, commissioning). The operation required a commercial approach adapted to portfolio maintenance and proven multi-channel coordination. Résultats Industrialized quality trajectory through targeted satisfaction surveys and […]
Energy & Utilities: Outsourcing Customer Service to Reduce Technical Interventions
Context A natural gas distribution company decided to outsource part of its customer service activities related to network operations, with the objective of better managing situations where customers had no supplier contract and significantly reducing unnecessary technical interventions. Since 2024, Armatis has been operating a dedicated contact center to handle customer requests and critical notifications. […]
Omnichannel Customer Service: Create a Seamless Customer Experience
Omnichannel Customer Service:Create a Seamless Customer Experience Delivering a fluid and consistent experience across all channels has become a major challenge for customer-centric brands. Share Imagine this now-common scenario: a customer contacts you via Instagram in the morning with a product question, continues the conversation via live chat on your website at noon, then finalizes […]
