Once a product reaches the market, the work of learning and improvement is only just beginning. At this stage, talking to real users is one […]
Tag: Customer Experience
Users vs. Customers: How the Product Manager Should Navigate Between Two Types of Feedback
Introduction In the world of product management, one of the biggest challenges is balancing the needs of those who pay for the solution (customers) and […]
The 7 Phases of a Product Life Cycle: From Idea to Final Decision
A Practical Look at Product Lifecycle and Management Frameworks: Connecting Strategy, Execution, and Critical Decisions Introduction Every product — whether physical or digital — follows […]
The Product Life Cycle
What Is a Product? Before understanding the life cycle, it’s essential to clarify what “product” means in the context of management and marketing. Broadly speaking, […]
Productivity KPIs in a Digital Contact Center
Productivity KPIs in a digital contact center measure the effectiveness of agents and systems in efficiently handling customer interactions while achieving business objectives. These KPIs […]
Performance Indicators (KPIs) in Digital Contact Centers: Measuring Efficiency and Quality in Customer Service
Performance Indicators (KPIs) are essential tools for measuring the efficiency and effectiveness of a contact center, especially in a digital environment where multiple channels are […]
Digital Contact Center: Evolution and Operational Model
A Digital Contact Center is an evolution of the traditional call center, designed to interact with customers through various digital channels such as WhatsApp, Web […]