Enrique de Miguel

Posts by Enrique de Miguel:

3 June, 2016

First Contact Resolution: The Basis of a Great Customer Experience

Helping our customers to measure and improve the First Contact Resolution is one of our main innovation drivers in 2MARES this 2016. In this post we explain how we finally made that decision with the collected feedback of many colleagues, clients and market stakeholders. For many years now, the strategy and operation of 2MARES have been […]

30 May, 2016

Digital Transformation: separating the chaff from the wheat

Enrique de Miguel

Becoming a digital organization essentially requires changing the organizational culture and the processes on which your business operates. A couple of weeks ago at Expocontact 2016 (one of the leading annual events of the Spanish Contact Center sector) I had the opportunity of share, first on a presentation and then talking with some sector colleagues, […]

About Enrique de Miguel

Posts by Enrique de Miguel:

First Contact Resolution: The Basis of a Great Customer Experience

Digital Transformation: separating the chaff from the wheat