17, February 2017
This week’s customer experience roundup focuses yet again, on Artificial Intelligence and its awesome capabilities which will change the way we go on about our daily lives. Dive straight to the roundup where you find interesting insights on analytics, IoT and contact centers.
10, February 2017
It’s Friday again. Time for show and tell. The stories from different technologies that dictate our common goal – customer experience. Tales of success, advises preventing failure, what’s hot and some articles that seem fable from the future.
9, February 2017
A world run by robots, at our constant beck and call, this was something that we had foreseen. What we once called the technology of the future, has now become a reality. And with each passing day, the power and capabilities of it are increasing. With the usage of smart devices and digital platforms rising, Artificial Intelligence is taking over and bridging the gap between enterprises and customers.
7, February 2017
The IoT (Internet of Things) is no longer a distant dream. The digital world is converging with the physical world. We are now moving into a smarter world where just about anything can be connected. Enterprises have to see how best they can utilize IoT to provide effortless customer experiences that ultimately results in customer loyalty, additional revenues, and optimized efficiencies.
3, February 2017
We are already dazed by how January went by, yet we loving the vibes this month brings along. We are also hoping this year, especially this month, customer experience will jump a few levels. This week the spotlight is on artificial intelligence and the undeniable role of being an agent of transformation as far as CX is concerned. Hope you enjoy this post as much as we enjoyed putting it all together for you.
3, February 2017
What if the brands that you shop at or use on a daily basis surprised you out of nowhere? Wouldn’t you feel special? I certainly would. And that’s when you wouldn’t feel like just one of the million customers of that brand. Perhaps, the chosen one among that million.
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.
20, January 2017
CX Weekly Roundup is a weekly post on the happenings around the world on all things related to customer experience.