by Vimal Abraham

28, March 2017

Customer Engagement Hub
  • Contact Center
  • Customer Experience
  • Customer Service

As is the case with many technology buzz words, Customer Engagement Hub (CEH) may appear to be more hype than reality. Is it just another jargon marketers use to differentiate themselves in a crowded customer experience market? Will it just remain a box of hollow promises or truly deliver value to the enterprise?

Moving beyond the hype, this blog post will attempt to explain the genuine need for a Customer Engagement Hub and what it means for enterprises today, tomorrow, and beyond 2017.

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by Sheela Narashiman

21, March 2017

You Wouldnt Want To Repeat An Oscar 2017 With Your Customer Service
  • Contact Center
  • Customer Service

We all like to do things right all the time. But life is full of unexpected moments and mistakes do happen. This year the Oscars too were no exception. It was an uneventful affair that sailed smoothly until the moment when Faye Dunaway erroneously declared ‘La La Land’ as the best picture over ‘Moonlight’. Most businesses that are in customer service, do not know how to handle the situation when things go wrong. They try to conceal the mistake which only worsens the relationship and leads to customer churn.

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by Servion

14, March 2017

AI Will Power 95 Of Customer Interactions By 2025
  • Contact Center
  • Technology
  • Virtual Assistants

Artificial intelligence is today’s great obsession. World technology giants like Google, Microsoft, Amazon and Apple are competing fiercely to engage in AI research. As AI is starting to generate huge financial gains, no wonder these organizations are vying each other. Yet most organizations are still lagging behind. Servion’s Shashi Nirale, SVP & GM EMEA, reasons […]

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by Sheela Narashiman

7, March 2017

personalized customer experience
  • Contact Center
  • Customer Experience

Imagine walking into your usual restaurant thinking about your favourite dish. And before you could take your seat, voila, the dish appears in front of you! Just the right combination and the right taste. Wouldn’t you feel great? I know, I would. Whenever something is personalized for your own use, you get a feeling of supreme satisfaction. It makes you feel valued. And, personalization is key for delivering an amazing customer experience!

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by Vimal Abraham

3, March 2017

Customer Experience Lessons from Taoism
  • Contact Center
  • Customer Experience
  • Customer Journey

Lao Tzu was an ancient Chinese monk who worked in the imperial library of the Zhou Dynasty, in 6th century BC. Known as the founding father of Taoism, legends say Lao Tzu was born with white hair having spent eighty years in his mother’s womb. Well, what has Lao Tzu or Taoism got to do with customer experience?

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by Sheela Narashiman

28, February 2017

Virtual Assistants
  • Contact Center
  • Customer Experience
  • Virtual Assistants

In its early days, AI research was mostly attributed for promising much more than what could be delivered. However, the last couple of years has turned the tables and there is a growing interest in the field of AI. Dramatic advances in AI and machine learning capabilities is now shaping the future of customer experience. Virtual assistants, chatbots, virtual concierge and cognitive computing are all set to impact the customer experience.

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by Vimal Abraham

21, February 2017

20-Steps-For-Building-Your-Customer-Care-Center_Banner
  • Contact Center
  • Customer Experience
  • Customer Service

The digital age has irreversibly transformed the way customers connect with enterprises. Disruptive innovations have empowered customers more than ever before, placing them on the driver’s seat. As a result, customers have grown a zero tolerance for a mediocre Customer Experience (CX). As enterprises look to capitalize on digital business opportunities, contact centers need to transform themselves into customer care centers.

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by Servion

16, February 2017

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  • Cloud
  • Contact Center

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 rapidly grow in new markets. They are a promising yet challenging market because they have their own set of limitations. To compete with larger organizations, SMBs have to be able […]

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by Sheela Narashiman

14, February 2017

9-Reasons-Why-You-Should-Consider-Live-Chat_Banner
  • Contact Center
  • Customer Service
  • Omni Channel

The world is changing and with each passing moment, the changes are manifold. As smart technology keeps increasing, customer behavior also keeps changing. Customers are becoming savvier than ever before. According to eMarketer internet adoption will surpass the halfway mark in 2018, when 51.1% of the world’s population will go online, equating to 3.82 billion […]

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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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