One of the concepts that has been catching and holding my attention in recent years is Future Readiness. Future Readiness refers to the readiness […]
Víctor Manuel Fernández
Gerente Corporativo de Televenta @
Portugal |
Gerente Corporativo de Televenta @ Grupo Konecta – Diplomado en Relaciones Laborales por la Universidad de Oviedo, continúo su formación académica en el ESIC con el Máster en Contact Centers de ICEMD, y se sintió tan atraído por el sector del Servicio al Cliente, que poco después se matriculó en la UNED bajo la titulación de Experto en Mediación de Seguros.
Ahora, Víctor Manuel cuanta con dos décadas de andadura en el sector de los Contact Centers, en el que comenzó desde el escalafón de agente, pasando por coordinador, formador en servicios de atención al cliente y supervisor. Después pasó a ser Gerente de la Unidad de Televenta en Grupo Konecta, y ahora gestiona Opercaciones dentro de la BPO española.
Se define como “escritor enamorado del sector Contact Center, tanto hacia fuera en blogs o revistas, como internamente con mis equipos con una publicación semanal llamada Píldoras de Televenta”.
Posts from Víctor Manuel Fernández
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 […]