Michał Misiak
Teleconferences are so popular because companies seek to improve work performance by reducing time (and money) spent on business travel. Therefore, when preparing a teleconference, we have to put a lot of emphasis on effectiveness.
Maciej Krol
The rapid growth of new client communication channels, such as chats, Facebook or mobile applications, seems to indicate that telephone service will no longer be necessary soon. So, in that case, is it worth improving corporate telephone helplines? Do customers, also the younger ones, still need quality telephone service?
Cezary Małuj
Omni-channel retailing, i.e. enabling customers to communicate with a company via different channels and allowing smooth transfer between them, is the next stage, after multi-channel communication, of developing customer service. Is your company already prepared for the omni-channel approach?
Włodzimierz Sumiński
Routing of incoming calls and redirecting them automatically to appropriate departments are today’s basis for efficient customer service. Thanks to special solutions, the major customers are served immediately, difficult problems are forwarded to the most competent agents straight away, and external consultants engage to provide support in case of long queues.
Maciej Krol
A few customers telephone a company at the same time, which completely prevents others from making a connection. On top of that, other customers ask questions on the chat, and there are e-mails and website contact forms to be answered… Who to serve first? And who should serve them? The routing function provides a solution here. Routing was first used for managing telephone calls, therefore it is quite often referred to as ‘call routing’. Explained below are the routing principles, […]
Maciej Krol
Long, confusing, riddled with attachments and graphics, without key information – such e-mails are a disaster when dealing with customers. They leave a terrible impression and effectively discourage purchase. Which errors in e-mail correspondence with customers should be avoided at any cost?