- By Ladislau Batalha
- | 29 August, 2023
One of the concepts that has been catching and holding my attention in recent years is Future Readiness. Future Readiness refers to the readiness […]
Ana Gonçalves
General Secretary @
Portugal |
General Secretary @ Associação Portuguesa de Contact Centers (APCC) – Degree in Marketing from Instituto Superior de Línguas e Administração. In the Contact Center Sector since 1997, she worked in the Customer Support Services of PT and Vodafone. She joined APCC in 2006 and has been General Secretary since 2018.
Posts from Ana Gonçalves
- By Carolina Sordelli
- | 23 June, 2023
When we want to transform the culture of an organization, much is said about how we transform behaviors. This makes sense because behaviors are […]
- By Cláudia Serra
- | 7 September, 2022
(26) Claudia Serra – Are internalization processes out of fashion? – YouTube […]
- By Carolina Sordelli
- | 24 August, 2022
Attracting and motivating employees is one of HR’s major challenges. Although it is certainly not an easy challenge, this approach can help you succeed: […]
- By Ladislau Batalha
- | 20 July, 2022
Ladislau Batalha: We spoke with Ladislau Batalha, founder of Lab Experience and blogger at CX Blog. Ladislau is recognized as passionate about the sector, […]
- By Carolina Sordelli
- | 5 May, 2022
In marketing, the churn rate or cancellation rate is the percentage of customers who cancel service after a certain period. In the transformation of a […]
- By Eduardo Matos
- | 14 January, 2022
Statistics published by Eurostat tell us that 50% of Portuguese companies already have a presence on social networks, and we have seen these numbers […]
- By Luís Ferreira
- | 26 November, 2021
I recently read that adverbs are one of the most common classes of words we say in our lives, and that the most used […]
- By Carlos Gonçalves
- | 20 August, 2021
A couple of days ago I needed to schedule a doctors’ appointment, so I called my hospital. As usual, the called was picked up […]
- By David López Pitts
- | 18 August, 2021
Back in 2007, the term “hyperconnectivity” emerged to refer to the widespread and regular use of internet-connected devices. Looking back, we probably could not […]
- By Ladislau Batalha
- | 29 July, 2021
Have you heard of Boreout? No, this is not a typo. It’s not Burnout, it’s really Boreout. It was the consultants Rothlin and Werder […]
