by Christy Bharath

17, August 2017

Web_Banner_GoRobotGo
  • Artificial Intelligence

Process automation is the new frontier of proactive customer experience. The big kahuna of delivering rock-and-roll customer experience. Sure, the hype is real. Domains such as Retail, BFSI, and Telecom are incorporating virtual robots to perform definable, repeatable and rule-based tasks with greater accuracy and substantial cost savings.

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by Christy Bharath

20, July 2017

2V Web_Banner-banking on the future
  • Artificial Intelligence
  • Customer Service
  • Omni Channel
  • Robotic Process Automation
  • Technology

The rise of bots into the service ecosystem is enabling enterprises to reimagine the way they deliver customer experience. By now, you must have heard it through the grapevine, irrespective of which customer service industry you belong to.  While some still consider it to be a case of setting the cat among the pigeons in […]

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by Christy Bharath

20, June 2017

Robots vs Humans-banner
  • Artificial Intelligence
  • Technology
  • Virtual Assistants

I have a sneaky suspicion that some people might be confusing the rise of artificial intelligence in the job market with the story-line from the Terminator trilogy. It has been gaining a fair amount of notoriety as the ultimate job killer. And if you believe the soothsayers – you can assume it is all over, folks. Better learn how to grow your own fruits and vegetables. Or buy a lottery ticket. Perhaps, your only hope is that, at some point, Arnold Schwarzenegger drops in to save you from a bleak future.

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by Christy Bharath

27, April 2017

Zen and The Art of Proactive Customer Support - banner
  • Contact Center
  • Customer Experience

“Know what your customers want most and what your company does best. Focus on where those two meet.” As a reputable brand, all you want from your customers is for them to be happy. It even sounds endearing when you say it aloud. You want a big smile on the face of customers whenever they […]

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by Christy Bharath

1, February 2017

Four-Best-Practices-in-Workforce-Optimization_Banner-1
  • Contact Center
  • Customer Experience
  • 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 Christy Bharath

27, December 2016

Blog_Resolutuin2017
  • 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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by Christy Bharath

3, November 2016

blog-callofduty
  • Contact Center
  • Customer Service
  • Optimization

Call center agents, though, are the lifeblood of your business. The first and last line of defense of your brand – as far as many of your customers are concerned. Hence, it is crucial to take a prescriptive approach to handling agent retention. Losing a good agent is akin to losing a valued customer.

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