Why Your AHT Is Rising (And Why That’s Fine)
Before sounding the alarm on a rising AHT, it’s worth checking whether it reveals a real problem, or simply that selfcare is finally doing its job. Share on Table of contents When simple requests shift to selfcare, the math is unavoidable: Average Handling Time (AHT), the average time an advisor spends resolving a customer request […]
How AI Is Changing Customer Service in Europe: What BPO Providers Actually Deliver
Adoption is nearly universal. Integration is not. The gap between the two is where most of the real story about AI in customer service actually lives. Share on Table of contents Eighty-eight percent of contact centres report using AI in some form. Only 25% have fully integrated it into daily operations. That gap, more than […]
KYC Outsourcing in Europe: GDPR Compliance, Operations and Provider Selection
Not every KYC task can be handed to a provider. Knowing exactly where that line sits, before signing a contract, is what separates a compliant outsourcing setup from a liability waiting to surface. Share on Table of contents Six categories of AML/CFT tasks cannot be outsourced under the EU’s new Anti-Money Laundering Regulation, including the […]
Outsourcing Customer Relations: What “How Much Does It Cost” Actually Means
There’s no universal price list for customer relationship outsourcing. The cost depends on too many variables for a single figure to mean anything. What is possible, though, is understanding how that cost is structured, which variables move the price, and above all how to compare it honestly against the real cost of managing it in-house. […]
CES: the metric that tracks what your customers won’t say out loud
Le Customer Effort Score mesure à quel point il a été facile pour un client d’accomplir une tâche ou de résoudre un problème. Introduit en 2010 par une étude publiée dans la Harvard Business Review, il repose sur une idée contre-intuitive : ce qui fidélise les clients, ce n’est pas de les enchanter, c’est d’éviter […]
NPS: the metric that measures what your customers won’t tell you
The Net Promoter Score is one of the most widely used metrics in the world to measure customer loyalty. Created in 2003, adopted by thousands of companies, it relies on a single question. But reading it well, and using it well, is another story entirely. Share on Table of contents The Net Promoter Score (NPS) […]
Contact Centre KPIs: The 15 Essential Metrics for Performance and Customer Experience
Stop drowning your teams in numbers. The 15 indicators that actually make a difference, and what to do with them. Share on Table of contents The 15 essential contact centre KPIs fall into four pillars: accessibility (service level, abandonment rate), efficiency (FCR, AHT, repeat contact rate), quality and customer experience (CSAT, NPS, quality compliance), and […]
Agentic AI in Contact Centres: Between the Promise and the Reality
Agentic AI is everywhere in conferences, analyst reports and vendor pitches. It exists, it works, and it already delivers measurable results in certain contexts. But between what it does in demos and what it actually deploys operationally in a contact centre, there is a gap that few articles take the time to measure honestly. This […]
How to Improve Your CSAT Score: An Operational Framework for CX Teams
Your CSAT is below target? This guide covers the precise levers that produce measurable, data-backed improvements: first contact resolution, response time, and structured agent coaching. Share on Table of contents To improve your CSAT score, you need to act on the precise moments where your customers lose confidence: unresolved contacts, forced channel transfers, interactions where […]
Chatbot or Human Agent: The Right Tool at the Right Moment
Chatbots now handle 30% of customer service cases autonomously, according to Salesforce. But 61% of consumers still prefer a human agent for complex situations. This is not a contradiction: it is the map that every CX leader needs to learn to read. Share on Table of contents A chatbot responds in seconds, available 24/7, with […]
