Why a 360-degree customer view grows your business
A good product is not enough anymore. You also need great (customer) service. And that service is not only realized by the customer service department itself, but actually goes through the entire organization: customer service, marketing, sales, finance and so on. Every contact moment makes or breaks your brand. That is why it is essential […]
The 6 customer contact trends of 2023 within contact centers
We mentioned it in the customer contact trends of 2022: customers want the best service as well as personal contact. This year that has only increased. Partly due to the crisis of recent years, consumers have raised the bar for customer service. They are more likely to switch to a competitor after just one bad […]
The power of knowledge management
Why organizations must ”do something” with knowledge management The term knowledge management is most likely one you hear often within organizations. You have to do something with it. But what? And what does the reality look like in many companies? Knowledge is often scattered throughout the organization. Why? Because it is in the heads of […]
The perfect omnichannel strategy in 5 steps
The customer decides where, when and especially how they buy products and services. They browse products, do research, ask questions, compare, make purchases and return products to the channel that is most convenient for them at the time. They expect that there are multiple roads that lead to Rome, at least to your organization. And […]
3 tips for optimal customer contact within your customer service
The way we contact each other has changed dramatically because of the pandemic. So has how organizations interact with their customers. Research by Gartner (2020) shows that the pandemic has increased consumer interest in contacting customer service digitally, it is expected that by 2023 60% of contact moments with service teams will be digital. According […]
5 customer contact trends within the contact center
As an organization, you want to keep up with the times and make sure that you are accessible to both your customers and other important stakeholders, such as parties you work with. Change happens very quickly these days. What is successful today may be useless tomorrow. Now is the time for the expectation of best […]
Customer contact in education
Communicating effectively to parents The days when a class full of students were presented with exactly the same lessons, content and guidance are far behind us. Nowadays, individual learning paths are used and the coach helps the student in the learning process. Whether or not in a traditional grade system or a mix of students […]