by Sanjay Kalra
6, July 2016
Everyone seems to be doing it – the UC and PBX vendors, the Unicorn startups, the Communications Service Provider & Telecom Companies. What does this mean to the market?
1, July 2016
Congratulations. The cloud solution you selected comes with a package of benefits. But it is bound to give you many a sleepless night before your decision is proven right. Here’s how you can minimize them.
31, May 2016
Millennials expect customer service to be offered to them in ways different that are a far cry the traditional approach to assisting customers.
23, May 2016
Omni-channel marketing experience driven by hard analytics will be the reason behind every successful customer interaction, for the retail industry.
11, May 2016
Considering the mass digital consumption of services, has customer experience changed drastically as opposed to when it was delivered from brick-and-mortar stores?
10, May 2016
While politeness definitely helps calm the nerves of a customer, unnecessary delays due to ‘getting details’ can be quite unnerving. Any ‘valued’ customer of an organization would love to have information pulled up immediately and with minimum wait time.
by Sanjay Kalra
28, April 2016
While ‘Digital’ has transformed processes that impact every part of an Enterprise’s functioning, it has only magnified the importance of Customer Experience as the key differentiator for today’s businesses.
21, April 2016
Research has proven that while enterprises focus on providing customer service across multiple channels, they are unable to offer a consistent, contextual and personalized service. Omnichannel is not an option; it is a need.
14, April 2016
The growing usage of technology is affecting how companies across conduct their businesses. Exciting digital landscapes have opened up all over the world, with more than half of the population engaging in social media activity through their mobile phones.
10, February 2016
Customers share an enormous amount of data with any brand they interact with. And every minute, such customer data is collected from channels such as IVR, CTI, ACD, diallers, email and other social channels.