Telesales: what are the new relational approaches?
Over the course of the last few years, the customer relations sector has been shaped by a combination of new expectations, new behaviours, digital transformation and the search for unique, positive experiences. A whole range of relational approaches coupled with ever more innovative technologies are revolutionising the sector, enabling it to meet its countless challenges. […]
Anticipating, innovating, advising: the three trends shaping the future of customer relations
France has been seeing a genuine renaissance in the world of work over the last few years, with consequent disruption of practices and usages. In an ever tighter market remodelled by universalisation of telework, our relationship with work has changed: hybridity, flexibility and empowerment have all become priorities in most sectors – and the customer […]
Making contact centres sustainable cybersecurity ecosystems
All companies involved in customer contact, call centres in particular, analyse huge quantities of data whose management and security are of crucial importance. Managing these data, ensuring their governance and mapping the risks to which they’re exposed in order to better prepare for them is the daily responsibility of cybersecurity professionals in such companies. Ensuring […]
4 pieces of advice to managers and employees to help foster intrapreneurship
The innovation race has now reached all activity sectors, bringing a whole range of projects in its wake, designed to boost our companies’ performance and competitiveness – sometimes in unexpected places. Very different from the dusty old image of gloomy, listless workspaces, outsourced customer relationship centres are also following the trend and have become true […]
Why and how do you manage multilingual customer relations?
In the digital age, providing a multilingual customer service is no longer regarded as a competitive advantage but rather as a sine qua non condition for satisfying and retaining customers and ensuring that each and every one of them receives the same quality of service, irrespective of their language, culture or location. The importance of […]
Hybridisation of customer relations as seen by employees: always more of the human touch!
Interview with Mehdi Mazeas, Armatis’ Digital Project Manager. Your career so far in a few words I’m currently Digital Project Manager in Armatis’ Digital Data Division. I’ve been with the Group for 19 years now, with several highpoints in my career. I started out as a sales representative in the telecommunications sector and went on […]
How do you integrate advisors’ multi-skills into a digital environment?
A look back at the speech made by Armatis’ Partnership Director, Elvira Cekovic, on the occasion of the Pépite Café organised by AMARC in collaboration with NICE. Elvira took the opportunity to share her strategic experiences in setup of efficient organisations between employees’ specialisations and versatility. Consumers’ habits have evolved and these days customers prioritise […]
4 pieces of advice for effective, human digitisation of customer relations
The relationship between companies and their customers is constantly evolving. With development of communication channels and the consequent emergence of new usages, customers now have greater and more specific expectations. The acceleration of companies’ digital transformation has intensified this issue, and they must make every effort to keep up with the pace of innovation, avoiding […]
From startup to scaleup: the challenges of customer relations
Unicorns and new rising stars, fintech, foodtech, travel and healthtech have no need of introduction these days – embodied by audacious teams and offers that seek to make a place for themselves within traditional ecosystems as much as to disrupt them by providing effective resolution of “pain points” encountered among historical actors. These actors in […]
Millennials and the customer experience: digital or nothing!
Zoomers, millennials, digital natives… all terms that refer to the new ultra-connected generations well-versed in online commerce and digital interactions. France estimates its millennials (or Gen Y), born between 1980 and 2000, to number over 13 million. They represent strong potential for companies but also a daunting challenge. These millennials, and the Gen Z that […]
