by Archana Sangili

20, January 2017

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  • 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 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 Archana Sangili

23, December 2016

cx_ed11-blog
  • Customer Experience
  • Technology

This week we had the shortest day of the year, yet we had nothing short of an eventful week as far as CX was concerned. We have for this week – Soccer, superheroes and our recent obsession, chatbot. We happen to think it suits the mood of this holiday season. So, this is what happened last week in the world of CX.

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by Archana Sangili

2, December 2016

cx_ed_blog-9
  • Customer Experience

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.

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by Archana Sangili

25, November 2016

cx-roundup-blog-2511
  • Customer Experience

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.

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by Archana Sangili

17, October 2016

shutterstock_373039207
  • Customer Experience
  • Customer Service

The phrase – “Wait on hold” has inadvertently caused brands across domains to lose customers. This is because the measures to cut the average hold time are difficult to install. Most customers try to be patient and wait in the queue. But data reveals that the hold time is proportional to the volume of calls abandoned.

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by Archana Sangili

16, May 2016

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  • Analytics
  • Contact Center
  • Customer Experience
  • Technology

Millennials can recite brand names and take personal pride in flaunting them. For such walking and talking brand advocates, enterprises need to go the extra mile by lending a personal customer care through an actual human being.

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by Archana Sangili

5, May 2016

16_11th-hour
  • Customer Service

How can brands deal with the moment of truth? Is it through staying ahead of times or by taking out time to understand and resolve customer needs? Well, I think that it has to be a combination of the two.

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