One of the concepts that has been catching and holding my attention in recent years is Future Readiness. Future Readiness refers to the readiness […]
Manuel Alçada
Managing Director @
Portugal |
Managing Director @ Happy Work – Fundador e Managing Director da Happy Work, trabalha desde 1997 nas áreas do serviço ao cliente e contact center. No seu percurso profissional, já trabalhou em e com algumas das maisconceituadas empresas nos setores das telecomunicações, utilities, outsourcers, entidades públicas e empresas tecnológicas – e nas mais diversificadas funções, desde assistente de apoio ao cliente, passando por gestor de qualidade, gestor de projeto, diretor, formador, consultor ou account manager. Licenciado em Geografia pela Universidade do Porto, pós-graduação em Sociologia do Trabalho e das Organizações pelo ISCTE e um MBA do ISEG. Formador e Coach certificado. Autor do livro “Eu atendo! 610 dicas para um contact center de excelência”.
Posts from Manuel Alçada
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 […]