by Sheela Narashiman

24, January 2017

Call monitoring practices
  • Contact Center
  • Customer Experience

Customer service representatives now have a greater purpose to fulfill in the battleground of obtaining and retaining customers. It is indeed an uphill task to provide world-class service to customers. Given the fact, that there is hardly 5 minutes of conversation within which they have to enter the customer information/details, assess the problem, scout for an acceptable solution, wrap up the call and meet metrics. Therefore, it is important for organizations to make sure that their representatives speak the right language. One way of assuring this is through effective call monitoring process. While the term call monitoring may sound simple it involves greater nuances. We have captured 11 best practices that organizations must adapt to win the customer loyalty battle.

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by Archana Sangili

20, January 2017

cx_ed13-blog
  • Customer Experience

CX Weekly Roundup is a weekly post on the happenings around the world on all things related to customer experience.

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by Roshini Cherian

19, January 2017

Successful Manager
  • Contact Center
  • Customer Service

Running a contact center is a herculean task, especially in telecommunication, banking, e-commerce, airline industries. A good rapport with your agents, co-ordination skills, quick decision-making abilities along with problem management capabilities and sound industry expertise are barometers for success as a contact center manager. It means that they have created an environment that is hassle-free, productive and customer-centric.

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by Archana Sangili

17, January 2017

Contact center training
  • Contact Center
  • Customer Experience
  • Customer Service

Customer Experience, going forward, is going to be the biggest game changer for businesses. Historically, it has been delivered through human interactions. This business is now different, additional technological tools have changed the traditional way of how conversations happen.

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by Shashi Nirale

12, January 2017

Digital customer Experience
  • Cloud
  • Customer Experience
  • Mobile
  • Technology

Every brand is focused on unlocking the full potential of its Customer Experience (CX) strategies. In this increasingly digital economy, businesses – no matter the geography or domain – are looking to keep their customers engaged, happy and loyal. Today, all you need to do is blink for a second and you may miss out on what your customers want. By the time you can react to it, your competitors may have already stepped in. That’s how rapid the evolution of Customer Experience Management (CEM) has been, over the past few years.

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by Servion

10, January 2017

banner-shashi
  • News

We are pleased to announce that Shashi Nirale has joined Servion, as the Senior Vice President and General Manager for the Europe, Middle East, and Africa businesses. In his new role, Shashi will be responsible for continued revenue growth, further strengthening customer expansion and consolidating Servion’s position in the industry across these geographies. Sameet Gupte, […]

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by Servion

9, January 2017

IOT for contact center
  • Contact Center
  • Customer Experience
  • Technology

The only constant is change. Be it an evolving customer service or the contact center industry. The contact center is no different. It has seen and survived, the major transitions from being a call center to becoming a contact center. This transformation was possible and stable because of the adoption of innovation and advanced technology. Innovation is […]

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by Servion

6, January 2017

cx-weekly-roundup_edition-12
  • Contact Center
  • Customer Experience

We are so excited to share our first roundup post for this year with you. From driverless transportation to movie theaters, we have an interesting bunch of news on CX.

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by Badri Sampath

3, January 2017

Gamification to learn and solve problems
  • Contact Center
  • Customer Experience

The root word Game means amusement or fun, directly linking it to the pleasurable activity or indulgence. What is fun differs from person to person. Gamification is, therefore, the act of involving individuals to experience in a fun way to memorize, learn things over time and be rewarded for doing so.

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by Christy Bharath

27, December 2016

resolution 2017
  • Contact Center
  • Customer Experience
  • Customer Journey

With every New Year arrives the urge to come up with resolutions that we vow to stand by. Pragmatic aspirations that are essential to creating moments of personal triumph. It is human nature, after all. Everyone is on a journey to constantly pursue a better life.

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