by Archana Sangili

17, February 2017

cx-weekly-roundup_edition-17
  • Customer Experience

This week’s customer experience roundup focuses yet again, on Artificial Intelligence and its awesome capabilities which will change the way we go on about our daily lives. Dive straight to the roundup where you find interesting insights on analytics, IoT and contact centers.

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by Servion

16, February 2017

SMB Contact Centers
  • Cloud
  • Contact Center

Small and medium-sized businesses (SMB’s) are considered the backbone and life blood of the contact center industry. They are responsible for generating growth creating jobs and using innovation to grow in new markets. They are a promising yet challenging market because they have their own set of limitations.

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by Sheela Narashiman

14, February 2017

Chat for contact centers
  • Contact Center
  • Customer Service
  • Omni Channel

The world is changing and with each passing moment, the changes are manifold. As smart technology keeps increasing, customer behavior also keeps changing. Customers are becoming savvier than ever before. Instead of relying on traditional mediums of communication, organizations have to make use of ‘Live Chat’, one of the trends in customer support. While live chat has been around for quite sometime it was only used as chat rooms in the early days of the internet. Now it has become a powerful tool to provide differentiated customer experience.

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by Archana Sangili

10, February 2017

cx_ed16-blog
  • Customer Experience

It’s Friday again. Time for show and tell. The stories from different technologies that dictate our common goal – customer experience. Tales of success, advises preventing failure, what’s hot and some articles that seem fable from the future.

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by Roshini Cherian

9, February 2017

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  • Customer Experience
  • Omni Channel
  • Technology

A world run by robots, at our constant beck and call, this was something that we had foreseen. What we once called the technology of the future, has now become a reality. And with each passing day, the power and capabilities of it are increasing. With the usage of smart devices and digital platforms rising, Artificial Intelligence is taking over and bridging the gap between enterprises and customers.

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by Sheela Narashiman

7, February 2017

iot_banner2
  • Customer Experience
  • Technology

The IoT (Internet of Things) is no longer a distant dream. The digital world is converging with the physical world. We are now moving into a smarter world where just about anything can be connected. Enterprises have to see how best they can utilize IoT to provide effortless customer experiences that ultimately results in customer loyalty, additional revenues, and optimized efficiencies.

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by Archana Sangili

3, February 2017

CX Roundup Edition15
  • Customer Experience

We are already dazed by how January went by, yet we loving the vibes this month brings along. We are also hoping this year, especially this month, customer experience will jump a few levels. This week the spotlight is on artificial intelligence and the undeniable role of being an agent of transformation as far as CX is concerned. Hope you enjoy this post as much as we enjoyed putting it all together for you.

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by Roshini Cherian

3, February 2017

ecommerce customer love
  • Customer Experience
  • Customer Service
  • Technology

What if the brands that you shop at or use on a daily basis surprised you out of nowhere? Wouldn’t you feel special? I certainly would. And that’s when you wouldn’t feel like just one of the million customers of that brand. Perhaps, the chosen one among that million.

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by Christy Bharath

1, February 2017

Workforce optimization for contact center
  • Contact Center
  • Customer Experience
  • Workforce Optimization

In recent years, given the changing role of technology in bridging the gap between brands and their customers, new expectations are being set around workforce optimization. Organizational WFO goals have shifted from being solely focused on operational efficiency to playing a critical role in leading to better customer care. So, here are four best practices that you can follow or recommend to strike a balance between agent productivity and superior customer experience.

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by Servion

25, January 2017

CCaaS customer experience
  • Cloud
  • Contact Center
  • Customer Experience

Gartner predicts that cloud adoption is expected to reach a whopping $250 billion by the end of 2017. Cloud computing that was previously confined to the consumer web space is now evolving to encompass all other fields as well. As expectations for better and faster service is increasing among customers, the contact center industry too is forced to embrace this technology.

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