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.
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.
8, December 2016
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.
7, December 2016
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.
23, November 2016
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.
11, November 2016
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.
by Renil Mohan
8, November 2016
It was a bustling Friday evening in Mumbai with traffic buzzing everywhere. People were moving about with their busy lifestyles. After, in India, this was the city that reportedly had a sleeping problem. But it didn’t seem like a problem to me. In fact, it had just the kind of energy we were expecting for the joint event hosted by Servion and Cisco.
3, November 2016
Call center agents, though, are the lifeblood of your business. The first and last line of defense of your brand – as far as many of your customers are concerned. Hence, it is crucial to take a prescriptive approach to handling agent retention. Losing a good agent is akin to losing a valued customer.
1, November 2016
For companies that strive to be among the best care takers of their customers and deliver service excellence here is the ultimate list of quotes. These are the wise words from business legends, customer experience crusaders, inspiring authors and marketing geniuses. We believe the below quotes speak essential yet simple truths, some to abide by and others for display as a daily reminder.