16, February 2017
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.
25, January 2017
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.
10, January 2017
We are pleased to announce that Shashi Nirale has joined Servion, as the Senior Vice President and General Manager for the Europe, Middle East, and Africa businesses. In his new role, Shashi will be responsible for continued revenue growth, further strengthening customer expansion and consolidating Servion’s position in the industry across these geographies. Sameet Gupte, […]
9, January 2017
The only constant is change. Be it an evolving customer service or the contact center industry. The contact center is no different. It has seen and survived, the major transitions from being a call center to becoming a contact center. This transformation was possible and stable because of the adoption of innovation and advanced technology. Innovation is […]
6, January 2017
We are so excited to share our first roundup post for this year with you. From driverless transportation to movie theaters, we have an interesting bunch of news on CX.
9, December 2016
Welcome back to THE CX ROUNDUP, the once a week summary of the hot happenings in the world of customer experience. What are you waiting for? Let’s take a deep dive. Analytics The digital age has amplified the super power of analytics. There is no stopping, it will continue to dominate 2017. Here are the […]
8, December 2016
Organizations that care about delivering high-class customer experience and benefit from long-term profitable growth, should focus on tracking contact center metrics. This will help them understand how their contact center is performing, what needs to be done to improve its standards, how it can improve its employee performance, how to identify weaknesses prevalent in the system and set goals for both the individual and the organization.
7, December 2016
Customer Experience is already the buzz word in the C-suite. If you are not providing a great customer experience, you are simply not in the race. Customer experience may be defined as the sum total of the emotions evoked and the senses stimulated during a person’s interaction with the brand. This interaction as we know could be interactive (chatting with a contact center executive) or non-interactive (listening to or viewing a campaign on social media) for the customer.
1, December 2016
For enterprises, the contact center is the heart of customer engagement. But a contact center job is a demanding one. Anything can go wrong. Especially when agents face a sudden spike in volume of calls coming in. However, seasonal spikes is perhaps the lesser even when compared to its twin – the dreaded unplanned spike. It can lead to revenue losses and additional stress on customer service. It can also prove to be deal-breaker to your customers and make them switch their loyalties. Here are some tips to manage spikes – both planned and unplanned.
23, November 2016
Here is a list of the most commonly used lexicon in the contact center industry which will help you understand these seemingly difficult terminologies. What’s more, we have simplified the language for you too.