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.
20, January 2017
CX Weekly Roundup is a weekly post on the happenings around the world on all things related to customer experience.
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.
12, January 2017
Every brand is focused on unlocking the full potential of its Customer Experience (CX) strategies. In this increasingly digital economy, businesses – no matter the geography or domain – are looking to keep their customers engaged, happy and loyal. Today, all you need to do is blink for a second and you may miss out on what your customers want. By the time you can react to it, your competitors may have already stepped in. That’s how rapid the evolution of Customer Experience Management (CEM) has been, over the past few years.
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.
27, December 2016
With every New Year arrives the urge to come up with resolutions that we vow to stand by. Pragmatic aspirations that are essential to creating moments of personal triumph. It is human nature, after all. Everyone is on a journey to constantly pursue a better life.
23, December 2016
This week we had the shortest day of the year, yet we had nothing short of an eventful week as far as CX was concerned. We have for this week – Soccer, superheroes and our recent obsession, chatbot. We happen to think it suits the mood of this holiday season. So, this is what happened last week in the world of CX.
21, December 2016
Delivering an outstanding customer experience becomes critical to every organization and this responsibility comes down to the contact center. This customer experience revolution has changed the way contact centers are measured.