Category archives for Costs

This corpse is very much alive! (face 2 face Customer Care)

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 […]

Partnership ;-)! (english version)

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 […]

Customer Care P&L

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 […]