by Sethuramalingam B.

22, June 2017

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Technologies, platforms, solutions and application together witnessed this magnificent evolution of customer service. And if we look closely, there are many technologies that come to mind but three out of those specifically stand out.

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by Vimal Abraham

28, March 2017

Customer Engagement Hub

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

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 Vimal Abraham

21, February 2017

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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 Sheela Narashiman

14, February 2017

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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 Roshini Cherian

3, February 2017

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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.

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by Roshini Cherian

19, January 2017

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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.

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by Archana Sangili

17, January 2017

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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.

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by Vimal Abraham

21, December 2016

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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.

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by Servion

8, December 2016

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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.

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