Blog

Posted at 18 February 2024

Operations, human resources and technology management

Operations, human resources and technology management “After returning to what appears to be the new normal, what difficulties arise in managing operations?” The post-pandemic “new normal” has already led to the War in Ukraine, the return of inflation in force and now Chat GPT, which even has good grades at College. Between the moment this article is being written and the moment the reader is reading it, who knows what el... Read More Posted at 18 February 2024

The future of teleworking and digitalization

The future of teleworking and digitalization “After almost 2 years in which teleworking fluctuated between mandatory and recommended, what operating model do you plan for the new normal?” In good Consulting Company fashion, we answer “it depends”. In Portugal alone there are 1,300,000 companies (INE, 2021). Each model will depend on the Company, the workers, the sector of activity, the type of function, the managers,...... Read More Posted at 18 February 2024

contact center image and work from home

“What is your perspective on returning to the Company’s facilities?” This period in which a good part or all of the teams were working from home proved that it is a model that works for most situations. But it causes important challenges in the integration of new employees, in some type of training action, in coaching teams or in the ability of supervisors to act, for example. It was a paradise for introverts and a terror fo... Read More Posted at 18 February 2024

COVID-19 pandemic and the contact center

“Due to the pandemic, what are the main challenges facing Companies in the Sector and how were they overcome?” Companies with contact centers were forced to send all or most of their teams home in a very short space of time. A challenge like few this sector has faced, but one that went incredibly well. Cloud solutions facilitated this transition, which does not mean that a great deal of commitment from the supplier teams, int... Read More Posted at 18 February 2024

Contact Center evolution for the next decade (2020-2030)

“How will Contact Center activity evolve in the next decade?” 10 years ago, Obama, Lula, Berlusconi and Sócrates were in power. There had not yet been a Euro crisis nor had the word Brexit been invented. The topic of the moment was bird flu, which turned each of us into little hygiene paranoids, always with a bottle of disinfectant in our pocket. Android, iPhone or Facebook were in their infancy. General Motors declared bankr... Read More Posted at 18 February 2024

Contact Center future and bots (2017)

“Considering the theme of the 2017 APCC Conference “Bots or Humans? Or Both?”, what is your Company’s prediction for the evolution of Contact Centers in the next decade.” It's a shame APCC only gives us 1500 characters. It would be excellent to be able to dedicate pages and pages to the transformations in employment that occurred in each of the industrial revolutions, or to discuss the end of work, which Human Beings cyclic... Read More Posted at 13 June 2021

5 rules for using the client name during a call (google translate from Portuguese)

In this article, we've discussed the importance of using the name properly when talking to the customer on the phone. 1. Our name must be clearly presented at the beginning of the call. We never ask for a name without giving our own name. This applies whether you are making or receiving a call. We ask the customer for the name right after we provide our own name. It makes no sense to ask for it in the middle or at the end ... Read More Posted at 7 June 2021

Telework and the pandemic (translated from Portuguese through Google translate)

How have the pandemic and telework changed the relationship between companies and their customers? Well, this question alone would be enough to write a real encyclopedia. To simplify, I would say that, in a first phase, companies and customers came together in a movement “we are all in the same boat”. People became much more understanding even in their relationship with companies, given the difficulty of delivery they were u... Read More Posted at 5 June 2021

20 tips to create an incentive scheme - tips 11 to 20 (GOOGLE TRANSLATE FROM PORTUGUESE)

Setting goals for awarding teams is a highly sensitive topic If they are done well and – just as importantly – if they are well communicated, we can make them an incredible engine for productivity and quality of work. If they are poorly designed, we run serious risks of having high demotivation. It's worse to have a poorly set up incentive system than simply having nothing and letting people do their jobs without that stimulus... Read More Posted at 9 May 2021

20 tips for your incentives scheme - tips 1 to 10 (google translate from Portuguese)

20 tips for an effective reward system Setting goals for awarding prizes to teams is a highly sensitive topic If they are done well and - just as importantly - if they are well communicated, we can make them an incredible driver for productivity and quality of work. If they are poorly designed, we run a serious risk of high demotivation. It is worse to have a poorly built incentive system than to have nothing at all and let... Read More