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.
14, February 2017
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. Instead of relying on traditional mediums of communication, organizations have to make use of ‘Live Chat’, one of the trends in customer support. While live chat has been around for quite sometime it was only used as chat rooms in the early days of the internet. Now it has become a powerful tool to provide differentiated customer experience.
1, February 2017
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.
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.
24, January 2017
Customer service representatives now have a greater purpose to fulfill in the battleground of obtaining and retaining customers. It is indeed an uphill task to provide world-class service to customers. Given the fact, that there is hardly 5 minutes of conversation within which they have to enter the customer information/details, assess the problem, scout for an acceptable solution, wrap up the call and meet metrics. Therefore, it is important for organizations to make sure that their representatives speak the right language. One way of assuring this is through effective call monitoring process. While the term call monitoring may sound simple it involves greater nuances. We have captured 11 best practices that organizations must adapt to win the customer loyalty battle.
19, January 2017
Running a contact center is a herculean task, especially in telecommunication, banking, e-commerce, airline industries. A good rapport with your agents, co-ordination skills, quick decision-making abilities along with problem management capabilities and sound industry expertise are barometers for success as a contact center manager. It means that they have created an environment that is hassle-free, productive and customer-centric.
17, January 2017
Customer Experience, going forward, is going to be the biggest game changer for businesses. Historically, it has been delivered through human interactions. This business is now different, additional technological tools have changed the traditional way of how conversations happen.
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.
3, January 2017
The root word Game means amusement or fun, directly linking it to the pleasurable activity or indulgence. What is fun differs from person to person. Gamification is, therefore, the act of involving individuals to experience in a fun way to memorize, learn things over time and be rewarded for doing so.