Blog

Lockdown 2.0: How to prepare for the second wave of coronavirus

There are two types of people – those who were happy to return to their offices and those who would like to continue working remotely. For some – normality has returned, for others – „normality” will not return for long. A good manager plans in advance and should be […]

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Chatbot vs. AI Busters – it’s about intelligence

Chatbots – like the „mobile year” in marketing – have their mythical place in customer service structures. Chatbot is a computer program, whose task is to conduct a conversation between the user and the computer. The simplest chatbots use a block diagram and are based on ready-made scenarios of […]

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Consumer transformation and how to adapt to it

The coronavirus pandemic has made most of the consumer behaviour analyses focus on comparing people’s behaviour before and after the pandemic. The reports include behavioral analyses, values, priorities and changes in behaviour and decisions of buyers of goods and services in a changing reality. This is […]

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Experienced consultant = white whale?

Many managers have noticed how difficult it is to manage teams after switching to forced remote work. Task distributing, mentoring, ongoing communication, caring for the needs of the teams and even analyzing the results became more difficult, not only because of the change of working mode. Managers […]

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Communication with customers can always be better

That title sounds like truism? For many customer service managers it definitely does. There is always room for improvement of the quality of service and optimize work to achieve the highest possible results. Budget and personnel issues are a limitation – outsourcing of BOK employees is often […]

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E-commerce: more customers, faster service

The Gemius E-commerce in Poland 2020 report is now available and contains a lot of interesting conclusions for everyone interested in the evolution of e-commerce. The most important conclusions refer to the increase in the number of online shoppers by as much as 11 pp per year. In […]

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Customer-centricity 2.0 in the insurance industry

It is known that a satisfied insurance agent’s client recommends his service to friends and is the best source of new leads. This works on a micro scale – in the case of an agent – as well as on a macro scale – in the case of insurance […]

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Development of online customer service in the energy industry

Three years ago, 25% of customers were expected to use electronic customer service channels in the energy supplier industry in 2020. This industry has been considered to be lagging behind in the digital transition for years – in many situations, contact with a stationary service point is still […]

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How to improve Contact Center work in the era of remote work and emerging crisis situations?

In times of crisis, direct contact with the customer is excluded and the operation of stationary service points is limited or completely impossible. The result of this situation is routing customers to on-line service: e-mail, website forms, hotline, etc. The increase in enquiries is visible from […]

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What to invest in in the era of low interest rates?

Recently we have observed another reduction in interest rates, which have come close to zero. Polish Monetary Policy Council claims that this measure will help borrowers to survive difficult times and consumers will find it easier to take out loans. The effect of low interest rates also has an […]

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