by Roshini Cherian

1, November 2017

Krithika balancing act servion-banner
  • Balancing Act

Growing up, our days must have always been packed. From school to music lessons, tuitions, sports, and homework – our days were teeming with stuff to do. Unbeknownst, we struck a conscious balance between work and play. Of course, we had a lot of help from the adults!

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by Roshini Cherian

24, October 2017

Web_Banner_Fuel
  • Customer Engagement Hub
  • Customer Experience

As a forward-thinking organization, you must be going through a lot of disruption in the way you deliver customer experience. With the influx of new technologies, service ecosystems are taking quantum leaps. And customer expectations have skyrocketed to the moon. It’s all happening so fast that it is no easy feat to ensure proactive, contextual […]

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by Roshini Cherian

28, September 2017

Web_Banner_Wipeout
  • Uncategorized

Customers always want to be a part of the latest trends, rather than being called a paddlepuss. The same goes with enterprises too when they need to upgrade technology in order to service their customers better and stay ahead of competition. Throughout the four waves blog series, we have been talking about how technology in […]

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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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