One of the concepts that has been catching and holding my attention in recent years is Future Readiness. Future Readiness refers to the readiness […]
Óscar Luis Marruenda
Responsable de Contact Center @
España |
Responsable de Contact Center @ Clínica Baviera – Licenciado en Filología Hispánica, ha centrado y dirigido su trayecto profesional al mundo de los Contact Centers. Cuenta con 15 años de experiencia en el sector, con fuertes matices en ventas, atención a pacientes y CX. Es un profesional que se ha hecho a sí mismo y que tiene una visión completa de las operaciones, puesto que empezó como agente comercial al teléfono, y ha pasado por todos los puestos posibles de un Contact Center: coordinando, supervisando y dirigiendo a equipos. Esta experiencia le ha servido para aprender lo mejor de cada una de estas posiciones, y de los profesionales con los que las ha trabajado dando un prisma global de lo que supone este sector.
En 2015, cursó un Máster en implantación, gestión y dirección de Contact Center en Inesem Business School, para completar su formación. Desde 2016, trabaja en Clínica Baviera, optimizando y gestionando el departamento de atención al paciente, y coordinando toda la atención telefónica de la compañía, además de aportar sus ideas en las áreas Comercial y de Experiencia de paciente.
Posts from Óscar Luis Marruenda
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 […]