by Servion

10, January 2017

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  • News

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, […]

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by Servion

9, January 2017

IOT for contact center
  • Contact Center
  • Customer Experience
  • Technology

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 […]

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by Servion

6, January 2017

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  • Contact Center
  • Customer Experience

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.

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by Servion

9, December 2016

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  • Customer Experience

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 […]

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by Servion

8, December 2016

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  • Contact Center
  • Customer Experience
  • Customer Service

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.

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by Servion

7, December 2016

Happy customer
  • Contact Center
  • Customer Journey
  • Customer Service

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.

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by Servion

1, December 2016

spikemanagement
  • Contact Center
  • Customer Experience
  • Workforce Optimization

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.

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by Servion

23, November 2016

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  • Call Center
  • Contact Center
  • Customer Service

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.

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by Servion

11, November 2016

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  • Customer Experience
  • Customer Service

CX Weekly Roundup is a weekly post on the happenings around the world on all things related to customer experience. This week’s roundup on customer experience features stories about analytics, big data and their use in different domains.

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by Servion

4, November 2016

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  • Analytics
  • Cloud
  • Customer Experience

This week is a glimpse of how the future of customer experience is going to be. From social media to chat bots, here is the interesting line up on the round up here. Keep calm and read on.

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