Tag archives for call centre

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 […]

“Self pity”: a destructive feeling for a Customer Care professional

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 […]

Especialistas… en qué?

A la hora de configurar y crear un Servicio al Cliente se plantea siempre la cuestión del grado de especialización y fraccionamiento con el que lo queremos diseñar. Intentamos evaluar la dificultad y variedad de las cuestiones que se pueden plantear por parte de los clientes, y lo separamos en bloques conceptuales de manera que podamos […]

Pensamiento Calimero

Hace ya muchos años (muchos más de los que me gustaría) había un personaje infantil en TV llamado Calimero (un desafortunado pollito negro con medio cascarón en la cabeza) un tanto deprimente que siempre se estaba quejando de que nadie lo quería y nadie le entendía. Pues bien, este pensamiento Calimero es una “enfermedad” que […]