9, December 2016
Welcome back to THE CX ROUNDUP, the once a week summary of the hot happenings in the world of customer experience. What are you waiting for? Let’s take a deep dive. Analytics The digital age has amplified the super power of analytics. There is no stopping, it will continue to dominate 2017. Here are the […]
8, December 2016
“Hey, why did you cut the call you received just now even before answering it?” “I think it must be from one of those contact center agents trying to offer me either a credit card or a loan”. “Thank you so much, you’ve been patiently listening to my queries”. “It’s my pleasure ma’am to always […]
7, December 2016
Customer experience may be defined as the sum total of the emotions evoked and the senses stimulated during a person’s interaction with the brand. This interaction as we know could be interactive (chatting with a contact center executive) or non-interactive (listening to or viewing a campaign on social media) for the customer. Nevertheless interactive or […]
2, December 2016
This week a lot of talks has been about Visual Analytics. We bring you on this segment how it can help business. There is a section on Chatbots as usual, our obsession with them is becoming a never ending saga. So let’s dive into this week’s most happening news on all things related to customer experience.
1, December 2016
For enterprises, the contact center is the heart of customer engagement. But a contact center job is a demanding one. Anything can go wrong. Especially when agents face a sudden spike in volume of calls coming in. However, seasonal spikes is perhaps the lesser even when compared to its twin – the dreaded unplanned spike. It can lead to revenue losses and additional stress on customer service. It can also prove to be deal-breaker to your customers and make them switch their loyalties. Here are some tips to manage spikes – both planned and unplanned.
29, November 2016
Maintaining a good relationship is difficult. It involves lots of intuition, goodwill, and concern. Now, if that doesn’t happen, then it’s time to call it quits. After all, it takes two to tango. Noticing the signs, therefore, is crucial. Not just in our personal life, but in the business world too. For instance, nurturing an effective engagement with your Managed Services Partner (MSP) can be no bed of roses, if there is no chemistry.
25, November 2016
Black Friday, the annual shopping madness season is upon us, full swing. The fight for the best deal is the motto of the season. And this time of the year poses the biggest challenge in terms of customer experience. As a cue, we decided to focus on this love-hate shopping fest as the highlight of this week’s roundup.
It’s Black Friday Special, y’all.
23, November 2016
Here is a list of the most commonly used lexicon in the contact center industry which will help you understand these seemingly difficult terminologies. What’s more, we have simplified the language for you too.
11, November 2016
CX Weekly Roundup is a weekly post on the happenings around the world on all things related to customer experience. This week’s roundup on customer experience features stories about analytics, big data and their use in different domains.
by Renil Mohan
8, November 2016
It was a bustling Friday evening in Mumbai with traffic buzzing everywhere. People were moving about with their busy lifestyles. After, in India, this was the city that reportedly had a sleeping problem. But it didn’t seem like a problem to me. In fact, it had just the kind of energy we were expecting for the joint event hosted by Servion and Cisco.