One of the concepts that has been catching and holding my attention in recent years is Future Readiness. Future Readiness refers to the readiness […]
Benoît Duché
Head of Global Contact Center @
OK Mobility
España |
Benoît Duché cuenta con más de 20 años de experiencia en Contact Center, atención al cliente y gestión de operaciones, principalmente en los sectores turístico y de movilidad.
Inició su carrera en 2004 como agente y ha evolucionado hasta la dirección de equipos y operaciones, combinando visión comercial, gestión de personas y transformación de modelos de servicio.
Durante su trayectoria ha trabajado en compañías como Air Europa y OK Mobility, liderando equipos y operaciones tanto internas como externalizadas en entornos internacionales.
Actualmente es Head of Global Contact Center en OK Mobility, donde dirige las operaciones de atención al cliente y ventas, impulsando la eficiencia, el rendimiento de los equipos y la evolución de los modelos de servicio.
Su visión del Contact Center pone a las personas en el centro, buscando siempre el equilibrio entre negocio, equipos y cliente.
Posts from Benoît Duché
When we want to transform the culture of an organization, much is said about how we transform behaviors. This makes sense because behaviors are […]
(26) Claudia Serra – Are internalization processes out of fashion? – YouTube […]
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: […]
Ladislau Batalha: We spoke with Ladislau Batalha, founder of Lab Experience and blogger at CX Blog. Ladislau is recognized as passionate about the sector, […]
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 […]
Statistics published by Eurostat tell us that 50% of Portuguese companies already have a presence on social networks, and we have seen these numbers […]
I recently read that adverbs are one of the most common classes of words we say in our lives, and that the most used […]
A couple of days ago I needed to schedule a doctors’ appointment, so I called my hospital. As usual, the called was picked up […]
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 […]
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 […]
