Optimiser ses Centres de Relation Client

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[Infographie] – Service Client en ligne : les attentes des internautes

5 Avr 2016 | Optimiser ses Centres de Relation Client

Habitat, mode, électroménager, téléphonie... les consommateurs se dirigent de plus en plus vers internet. Que ce soit pour effectuer directement leurs achats ou pour rechercher...

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Quel est le canal préféré des clients ?

16 Mar 2016 | Optimiser ses Centres de Relation Client

Le Big Data a complètement chamboulé la Relation Client. À commencer par les canaux de communication utilisés. Là où le téléphone, le courrier et, depuis une quinzaine d’années,...

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Les 7 pays les plus sollicités pour l’offshore

10 Mar 2016 | Optimiser ses Centres de Relation Client

Avoir un Service Clients offshore est entré dans les mœurs. Les raisons d’externaliser ce service à l’étranger sont nombreuses et (souvent) justifiées. Par contre, le choix du...

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Savez-vous mesurer la qualité de votre Service Client ?

12 Oct 2015 | Management de la Qualité, Optimiser ses Centres de Relation Client

L’objectif de votre Service Client est de laisser une bonne impression à vos clients. Et pour cela, il est essentiel de savoir le mesurer correctement. La qualité est un élément...

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Cross Selling et Service Client

25 Août 2015 | Optimiser ses Centres de Relation Client

Le cross selling est une technique de vente croisée à laquelle nous sommes chaque jour confrontés, en tant que consommateurs, sans même s'en rendre compte. Elle consiste à...

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Entrées suivantes »

RESSOURCES & EBOOKS GRATUITS

[Ebook] – L’Audit de Service Client : Comment Optimiser les process et la Satisfaction Client

[Étude de cas] – L’Optimisation de la Relation Client d’un Géant de la Presse

[Ressources] – 5 modèles de Questionnaires Satisfaction Client

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