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
Insurance: Automating Without Dehumanizing Claims Management When journey design makes all the difference Share Two insurers deploy the same AI technology to automate their claims management. Same algorithm, same budget, same ambition. Six months later, the first shows 20% adoption with declining customer satisfaction. The second achieves 60% adoption with rising NPS scores. What changed? […]
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 […]
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 […]
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 […]
What Is CSAT and How Do You Measure It? The Complete Guide
Share on By We live in an era of immediacy and complete transparency A dissatisfied customer no longer keeps frustration to themselves. They share it with thousands of people in a few clicks. Customers now expect quality standards similar to those found in healthcare, where transparent communication and empathy have become the norm. Unlike other […]
E-commerce: Your Loyal Customers Are Worth 14x More (Here’s How to Keep Them)
E-commerce: Your loyal customers are worth 14 times more (here’s how to keep them) Share on Here’s the eye-opening stat every e-commerce leader needs to hear: A truly satisfied customer generates 2.6 times more revenue than one who’s just “content.” And 14 times more than a dissatisfied one. This isn’t linear growth—it’s exponential. In online […]
What Is a Good CSAT Score? Discover Your Industry Benchmarks
Share on You measure customer satisfaction with CSAT, but one question persists: is my score really good? Between raw numbers, industry averages, and result analysis, knowing where you stand isn’t always easy. This article helps decode your CSAT score, benchmark it against industry standards, and analyze it for concrete improvement actions. Sommaire: Sommaire: What Makes a Good […]
First customer service outsourcing: how to succeed without losing control and performance
First customer service outsourcing: how to succeed without losing control and performance Share on Outsource your customer service for the first time is a major strategic step for any business. This decision sparks both excitement and caution: how to guarantee customer experience quality? How to maintain precise, effective oversight? How to ensure the provider shares your […]
