by Roshini Cherian

21, September 2017

Dive into Contact Center Technology insourcing
  • Contact Center
  • Customer Service

We’ve all heard the phrase ‘practice makes perfect’ and this holds true when you attempt to learn a new skill, like riding a bike, surfing or even deep sea diving. While this applies to many industries, the contact center industry, over the years, has seen critical functions and processes making its way back into the hand-holding of enterprises.

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by Roshini Cherian

14, September 2017

contact center evolution big waves
  • Contact Center
  • Technology

A contact center’s (CC) path to providing seamless and proactive customer experience is beset with barriers, large and small. While it seems to be a single point A to point B interaction, there is more to it than just the goal and outcome. This journey can be compared to a surfer’s experience while riding the unpredictable waves in the ocean.

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by Roshini Cherian

5, September 2017

Web_Banner_CustmerJourney
  • Customer Experience
  • Customer Journey
  • Customer Journey Analytics
  • Uncategorized

Each time you visit a restaurant, what matters the most to you? Is it just about the food? Or the service? Perhaps, you are a stickler for the logistics behind the process of eating out. For instance, how long does it take you to pick a restaurant? From narrowing down a restaurant and factoring its […]

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by Roshini Cherian

31, August 2017

CIO-review 2017-Web Banner
  • Contact Center
  • Customer Experience

In the recent Walt Disney-produced film ‘Zootopia’, a scene between a rabbit and a sloth who works at the Department of Motor Vehicles office demonstrates what bad customer experience used to be like. While the rabbit is in a rush to get the license details of a speeding car, but it gets stuck with a […]

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by Roshini Cherian

24, August 2017

2V-Web_Banner_Balancing-Act
  • Uncategorized

Work-life balance means something to every individual. From prioritizing between work and leisure to taking vacations and passionately pursuing other areas of interest, it can vary depending on people are in their careers. And the kind of brands they are associated with. Over the years, at Servion, we have internally advocated the need for a […]

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by Roshini Cherian

3, August 2017

Conversational IVR web banner
  • Contact Center
  • Customer Service
  • Technology

How has your recent call to the contact center been? Great? Good? Or tragic and unresolved? You have all gone through complicated self-service menus when reaching out to contact centers. And have often been frustrated with the multiple menus that need to be dealt with to reach an agent and solve a simple problem or ask a quick question.

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by Roshini Cherian

27, July 2017

5contact center threats in the telecom industry - banner
  • Contact Center
  • Customer Experience
  • Customer Service

In the telecommunications industry, poor customer experience is a deal breaker in the relationship between enterprises and their customers. But, it is no easy feat for contact center managers to ensure meaningful and purposeful customer interactions each and every time. With calls, messages and emails going back and forth, about service offerings, new plans, network usages, etc, things can get heated between the customer and contact centers in the telecommunications industry.

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by Roshini Cherian

13, July 2017

Banner-On the Cloud
  • Cloud
  • Contact Center
  • Customer Experience

Whether Inbound, Outbound, Email, Chat, Mobile, Social or Analytics – it is crucial to engage customers in meaningful conversations in their preferred channel – anywhere and anytime. Especially, in today’s increasingly cloud-powered service ecosystem, it is important to ensure there is no slowdown in the day-to-day operations of the contact center. But, how do you […]

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by Roshini Cherian

4, July 2017

banner memorable omni-channel journeys
  • Analytics
  • Omni Channel
  • Technology

It’s that time of the day when your hands are itching to shop on your favourite ecommerce website. You want to buy something that has been on your mind for some time. Your eyes light up as you stumble upon a few promotional banners with great offers.

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by Roshini Cherian

18, May 2017

Are You High On Enterprise Data And Is It Affecting Your Customers - Banner
  • Analytics
  • Contact Center
  • Customer Experience

There’s data all around you. Everything you see, be it a person, an automobile, or even an electronic device, has valuable data that needs to be collected. As you collect and store piles of it, you start to realise that you don’t know what to do with it.

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