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 […]
Category archives for Costs
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 […]
elrecogedor (Miguel Angel Carrasco) 