(Versión en español en http://www.aeerc.com/noticias_detalle.cfm?id_noticia=2482) People say that everyone is responsible for how he takes the good and bad things that life puts in his way and, although totally true, sometimes it is difficult to control our minds’ reaction to some «black swans» that appear as an uncontrollable Armageddon that turns our expectations and forecasts upside down. […]
Category archives for English
Today I want to make a claim that may seem countercultural or extemporaneous in the midst of all modernizing and futuristic opinions about Customer Service and its future. In a world that is moving towards digitalization and less and less direct relationships, I like to stand up for personal and “human” care. And going even […]
Messaging is the new paradigma in customer care. Taking care and information where customers are instead of the other way around. BUt it´s a new channel that has to be designed and built carefully.
The most repeated word in any presentation from a customer service outsourcing vendor is «partnership«. The word that appears the most in an RFP in which a company asks vendors for collaboration proposals on customer service is «partnership«. It seems to be a perfect matching. What some offer more vigorously is what the others most […]
I would like to comment on a topic that is always on the table when talking about the new Customer Management model , but which is almost never implemented until its final consequences. I mean the struggling concept of «P&L» of the Area. The consideration of the function not only as a cost center but […]
About three or four years ago I bought an «ultrasonic» dust bin from Brabantia. It was one of these bins that open when you run your hand over :-). It was a whim. Even more so because Brabantia is not exactly a brand known for its low price. Well, a few months ago the opening […]
Many years ago (many more than I would like) there was a child’s character on spanish TV called Calimero (an unfortunate black chick with half a shell on his head) a bit depressing, who was always complaining about nobody wanting and understanding him . Well, this «Calimero self pity thought» is a «disease» that often […]
A few months ago the director of a call center site told me that he did not know why and what for the clients called so much (well, he did not say it to me that explicitly, but he let it be clearly understood in his conversation). He was the director of the site, managed […]
These days of summer rest have led me with my family to London to remember the years we lived there more than a decade ago. The children are no longer that young and one of my them had the enormous illusion of visiting the store of a clothing brand («streetwear» as he calls it) that […]
Lately, the question of where the Customer Management function should be within the company organization is very fashionable. Traditionally it has been included in the Marketing or Operations Areas, where it was at the same level of sales, product or distribution management. But in recent years has been taking shape a change and some companies […]
elrecogedor (Miguel Angel Carrasco) 