As the face of an organisation, customer service agents ensure that potential and existing customers have the best possible experience. They know how to have meaningful conversations with [...]

The most important period for e-commerce is just around the corner. In addition to Christmas and Sinterklaas, Black Friday and Cyber Monday, that follows three days later, are also steadily [...]

There is no doubt that response and average handling time play a major role in customer service and customer satisfaction. So these should not be missed when setting goals and KPI’s for social [...]

Since messaging apps such as Facebook Messenger, Twitter and WhatsApp are being used on a wide scale, it is impossible to imagine organisations without appcare as a service channel. But how do [...]

Conversational is misschien wel hét containerbegrip van 2019. Sprinkel daar een beetje AI overheen en je hebt al snel de aandacht van menig communicatieprofessional. Als je het mij vraagt is het [...]