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 […]
Live Chat and Conversational AI: The Complete Guide to Transforming Your Customer Relationship
This guide gives you the keys to building a successful chat strategy—from human-AI hybridization to the optimization of your customer journeys. Share In a context where 72% of customer interactions now take place through digital channels (compared with just 11% in 2017), live chat has become a powerful differentiator. But between technology and human connection, […]
First-Time Customer Service Outsourcing: How to Maintain Control and Performance
Share on Outsourcing customer service for the first time is a major strategic milestone for any organization. This decision often brings both excitement and caution: How can you ensure a high-quality customer experience? How do you maintain strong operational control and performance oversight? How can you be sure your partner truly shares your culture, values, […]
How to Improve Your CSAT: 10 Actionable Levers You Can Activate Today
Share on Your CSAT score is stuck at 65% while your competitors proudly display 80%? You’re not alone. Thousands of companies hit the same ceiling, convinced that boosting customer satisfaction takes months of transformation and a huge budget. The truth? It doesn’t. I’ve helped dozens of teams increase their CSAT by 15 to 20 points […]
How a Leading Media Group Boosted Panelist Engagement and Retention
How a Leading Media Group Boosted Panelist Engagement and Retention Context A major player in audience measurement wanted to improve perceived service quality among its panelists and secure the reliability of its data. Industry Media Scope & Channels Surveys, Technical Support Results Improved participation continuity thanks to faster resolution of first‑level incidents. Increased perceived quality […]
