Contact Centers are getting the attention they deserve Excellence in customer relations has become an imperative for companies. Long considered as separate element, Contact Centers are now seen as central element of the customer journey, and are ... ( Read more )
This year, Kiamo is pleased to participate to the Call & Contact Exhibition! See you on the 16th & 17th of November at ExCel London! What is the Call & Contact Center London? The ... ( Read more )
We exchange 1.4 billion of emails every day in the UK and spend five hours sending, reading and answering to them. 51% of people prefer this channels to exchange with their contact ce,ters but ... ( Read more )
While we might think that the telephone relationship is old-fashioned, outdated and outmoded, and that it has been overtaken by emerging communication channels, the unprecedented health and economic situation we are experiencing proves the ... ( Read more )
Did you say omnichannel ? The "omnichannel" concept is on everyone's lips. Offering the possibility for customer services to mobilise all channels to better respond to consumers, it now includes innovative media that are ... ( Read more )
Employee Experience. An actual topic on which we were able to discuss with several experts: how can we deliver meaning and get employee buy-in with respect to corporate values? How can we validate the ... ( Read more )
Employee Experience. An actual topic on which we were able to discuss with several experts: how can we deliver meaning and get employee buy-in with respect to corporate values? How can we validate the ... ( Read more )
The year 2020 will have at least had the merit of making almost everyone who didn’t already have a webcam buy one. Working from home as the new normal and social distancing have made ... ( Read more )
Seen as a way to attract empowered customers and to ease the burden on Contact Centers, Customer Self-Care is the new trend. However, the concept is not new. It is only a slight exaggeration ... ( Read more )
As controversial as it may be, this is an important question when seeking to improve the performance of a Customer Service department. The two options are far from being contradictory - they both aim to ... ( Read more )
Customer Orientation. A topic of current interest we were able to discuss with several experts. Please meet Nam Tran, Global Head of Client Experience at The Kooples, who shares with us his feedback and ... ( Read more )
Customer orientation.A topic of current interest we were able to discuss with several experts: how to implement it? What are the concrete benefits for organizations? Read the interview with Christophe Carrère, Customer Engagement Director ... ( Read more )
Who hasn't heard of Symmetry of Attention? The equation is simple: a happy adviser = a satisfied customer (and it's a virtuous circle) In other words, trained agents who are respected, empowered and equipped ... ( Read more )
Kiamo will be present at Stratégie Clients in Paris for the 12th consecutive year! This tradeshow is always a great opportunity for our team to discuss with our partners & users. A time for ... ( Read more )
« I either win or learn » What have we learned in the last few months in our contact center activities? The period has been rewarding, to say the least, with a focus on ... ( Read more )
One of Kiamo's great strengths is that our solution is built with our users. We have set up numerous systems to develop our successful co-construction strategy. We invite you to discover the resources we ... ( Read more )
Customer Relations reveals its importance in crisis situations. Customer Relations stakeholders have worked behind the scenes to ensure continuity of service during the lockdown. Looking back at this unprecedented period. Customer Relations have long ... ( Read more )
As part of its development strategy, the company continues to internationalize. The team works on a daily basis to facilitate exchanges and proximity with our partners and international users. Among the different initiatives: already ... ( Read more )
50% of the new features in Kiamo 7.5 have been carried by our user community. We attach great importance to feedback from our customers to adapt our solution as closely as possible to business ... ( Read more )
We were looking forward to unveil our new product release: it's here! Scalability, adviser care, internationalization... A new version imagined with you, as close as possible to business needs. Our team is at your ... ( Read more )
The quality of Customer Relations is a key issue today. This is taken for granted for many organizations. Gartner estimates that almost 90% of businesses will focus on customer experience this year. More and ... ( Read more )
Kiamo was at CCW2020 Berlin from March 2 to 4. What a strange edition! The Coronavirus COVID-19 is shuffling the cards and forcing event organisers & exhibitors to review their strategy or adapt to ... ( Read more )
Today, it is usual to manage email flows via messaging tools such as Outlook, Gmail and Lotus. Indeed, exchanges with customers often go through a dedicated email address (generic or not) and this can ... ( Read more )
March, a month to meet Kiamo's team! After our participation to many events of Customer Relations last quarter (Amsterdam, Vienna, Porto, Milano, Cannes...), Kiamo's team continues our roadshow of the "must" of 2020 and ... ( Read more )
KIAMO was Gold Sponsor of CX 2020 3rd edition which was held in Milan on October 17th, 2019. We led a workshop to present our customer interactions management solution and discussed with Italian leaders ... ( Read more )
In our daily lives as consumers and customers, were are now familiar with the terms of simplified journey, successful experience, satisfaction, etc. but where do we stand as citizens? We all use various public ... ( Read more )
After London and Glasgow in the last few years, Customer Contact Week (CCW) took place from 5th to 8th October 2019 in Amsterdam (Netherlands). KIAMO is proud to have partnered with this international event as a ... ( Read more )
For the 11th consecutive year (time flies!) Kiamo will be present at the Customer Strategy Show on 9, 10 and 11 April in Paris, Porte de Versailles. You can find us on booth I28-J29 ... ( Read more )
In my previous article, I talked about the numerous quality indicators related to Customer Relations: we discussed produced quality and perceived quality. I would now like to take a more detailed look at perceived ... ( Read more )
To improve the quality of its customer experience in its customer relations centers dedicated to its natural gas and electricity activities, the multi-energy supplier Butagaz chose the Kiamo solution, edited by Conecteo. Butagaz considers ... ( Read more )
Part. 1: the essentials: produced quality Produced quality, perceived quality, performance, satisfaction,… terms frequently used in customer relations vocabulary. Their common denominator: indicators. All these aspects must be measured to understand, control and ... ( Read more )
Part. 2: Innovating indicators: perceived quality In the first part of this article, I described several key indications of customer relations focusing on performance and control. As mentioned, these quantitative KPIs are meaningless if ... ( Read more )
Dear Customer Relations or Customer Experience Directors, Customer Service Managers, We are pleased to invite you to the breakfast organized by Kiamo and AFRC on the following subject: “Advantages of an omnichannel approach in the customer experience.” ... ( Read more )
Currently, only 28 % of French people declare that they are loyal to a particular brand. Consumers tend to diversify their choice and not stick to just one brand. At the same time, to ... ( Read more )
What gave you the idea about taking the ITIL certification course? Initially, it was a request from the management. Since all the Kiamo teams are involved in a “process industrialisation” approach, it was obvious ... ( Read more )
Can humans resist robots in Customer Relations? This is the main theme of the 2018 Customer Experience Gala, the profession’s annual event which, this year, will be attended by 160 customer relations and customer experience ... ( Read more )
History is always repeating itself. Today, it is the customer experience which creates value and makes the difference. And as we all know, the relation with our customers is far more than the purchase ... ( Read more )
For the 3rd consecutive year, Kiamo took part in the Call Center World fair in Berlin, Europe's flagship event for customer service and communications. A big thank you to our teams in Germany, Markus Deutgen and Maria ... ( Read more )
Read the article published in Les Echos in partnership with Bpifrance. In just a few line, you will discover the inspiring story of Conecteo , our vision of Customer Relations and our international and CSR project. Read ... ( Read more )
Read the article published in L’Usine Nouvelle! It illustrates perfectly the approach adopted with our customers, that set up internally, especially thanks to Bpifrance, which also supports our export strategy => read the article
#keep in touch !
