Category: Customer Service
-
Introduction In today’s competitive landscape, contact centers are no longer just cost centers — they have the potential to become revenue centers. By adopting upselling strategies that feel helpful rather than pushy, companies can generate additional income and improve customer satisfaction. In this post, I (Carlos Velasquez Rada) will share proven frameworks, best practices, and…
-
El ciclo Order-to-Cash (O2C) es el corazón operativo y financiero que conecta la promesa comercial con la entrega y el cobro.Sin embargo, muchas empresas pierden dinero, clientes y reputación por ineficiencias en este flujo.Este artículo resume 7 palancas prácticas que mejoran OTIF (On Time In Full) y OSA (On Shelf Availability), elevando el servicio y…
-
In most companies, Customer Service and Supply Chain operate in silos — one focused on customer satisfaction, the other on efficiency. But when these two functions truly collaborate, the result is not just smoother operations, but stronger partnerships, faster problem-solving, and higher customer loyalty. 1. Shared goals and KPIs When both areas align on shared…
-
Most companies claim to listen to their customers — but few truly act on what they hear.A Voice of Customer program is not just about collecting surveys or tracking satisfaction scores; it’s about creating a systematic way to change internal behaviors based on customer insights. From my experience leading Customer Service and Collaboration across Latin…
-
En un entorno donde los errores de pronóstico pueden costar millones, el área de Customer Service emerge como un socio estratégico clave.Su rol va mucho más allá de resolver incidencias: aporta data de primera línea, visión del cliente y sensibilidad al mercado que permiten elevar la precisión del forecast y, con ello, la eficiencia de…
-
Managing a multicultural customer service team isn’t just a “nice to have,” it’s a competitive advantage. When teams bring different languages, contexts, and ways of thinking to the same table, problem-solving accelerates and customer empathy scales. Let’s be clear: diversity without structure creates friction. The challenge is turning cultural variety into consistent performance. Here’s the…
-
Customer feedback is not a box to tick after an issue. Treated correctly, it becomes a real-time engine for product, service and process improvement that compounds week after week. Teams that operationalize feedback move from reactive firefighting to proactive value creation: reducing effort, increasing loyalty, and making the business more resilient. Capture the right signals…
-
Why S&OE matters now S&OE (Sales & Operations Execution) turns strategy into action. While IBP sets the monthly plan, Supply Chain S&OE keeps the business on track every day by aligning demand, supply, and service decisions in real time. What great Sales and Operations Execution in Supply Chain looks like Key S&OE Metrics in Supply…
-
Collaboration as the new competitive advantage In today’s volatile environment, customer collaboration in supply chain is becoming the new competitive advantage and supply chains face disruptions from every angle: geopolitical tensions, transportation bottlenecks, and demand fluctuations. The companies that survive and thrive are not the ones with the leanest processes, but the ones that build…
-
Moving beyond the numbers Customer Service has traditionally been measured with indicators such as Average Response Time, Fill Rate, or OTIF (On Time In Full). While these metrics are useful, they do not capture the true impact of Customer Service on the business. Focusing solely on efficiency can lead organizations to forget the ultimate goal: customer loyalty.…