Outsourced customer relations: Contact centres, creators of value for their partners, at the service of the end consumer
Paris, le 13 September 2022 – The Union of Contact Centre Professionals (SP2C) and EY have unveiled the 2022 edition of the barometer of the economic, social and territorial impacts of outsourced contact centres in France. “After a 2020 marked by the health crisis, the French outsourced customer relations market ended a highly dynamic 2021, […]
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 […]
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 […]
Amazonisation of services is no longer inevitable
It’s no secret that our society is riddled with contradictions in all areas – and consumption is no exception. Recent analyses demonstrate evolution towards a more local, sustainable and responsible approach that goes hand-in-hand with a kind of “search for meaning” observable above all among millennials, for whom a brand’s impact and image tend to […]
Customer Relations in a tourism sector tested by the crisis
Within a context severely affected by the health crisis, how are customer relations redefined within an industry where people matter most? Cancellations, grounded planes, border closures… The Covid crisis has brought its share of travails to the tourism sector. Brands, travellers and customer advisers alike have faced an unprecedented situation. Regarding customer relations, the proliferation […]
First Contact Resolution, the Customer Experience holy grail
In this digital age, many brands are offering their customers an omnichannel experience: calls, e-mail, live chat, social networks, messaging, etc. This strategy allows them to meet a strong expectation: proximity to the brand. Anytime, anywhere any device… Yes, but! 89% of consumers believe that getting a quick, accurate answer to their questions is the […]
The customer experience, a major concern for companies.
INIT carried out an innovative survey among 600 French customer relations companies and professionals on behalf of the 2020 Customer Strategy Show. The study*, which was carried out in partnership with AMARC (Association for Management of Customer Complaints) and the Sens du client blog, aims to: Here are its key findings 1- Encouraging planned investments […]
