Tools change, but the underlying problem remains Customer service tools evolve quickly. What seems advanced today may become outdated within a few years, especially in an environment shaped by artificial... read more →
Customer service is entering a new phase For many years, customer service was largely understood as an operational function focused on solving problems. Today, however, that perspective is changing rapidly.... read more →
Soft skills are no longer a secondary complement For many years, the business world primarily prioritized technical capabilities. Understanding processes, mastering tools, knowing products and executing tasks efficiently seemed enough... read more →
Service excellence does not happen by accident For many years, customer service was largely understood as a reactive function. Solving problems, answering questions and handling complaints seemed enough to maintain... read more →
Customer service rarely exceeds the preparation level of its teams In many organizations, customer service is still treated as an operational function mainly focused on answering questions, solving problems and... read more →
The visible mistake is almost never the whole story When a service experience fails, the fastest reaction is often to look at the last touchpoint. The agent responded poorly, the... read more →
Three related concepts, but... read more →