author by Archana Sangili

17, October 2016

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The phrase – “Wait on hold” has inadvertently caused brands across domains to lose customers. This is because the measures to cut the average hold time are difficult to install. Most customers try to be patient and wait in the queue. But data reveals that the hold time is proportional to the volume of calls abandoned.

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author by Servion

14, October 2016

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This new featurette will lend a new perspective on what’s going around the world in CX. Tips, trends, events and interviews will be among those featured. And every week will have different flavors. Come back for stories that you wouldn’t want to miss!

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author by Servion

7, October 2016

weekly-roundup3

This new featurette will lend a new perspective on what’s going around the world in CX. Tips, trends, events and interviews will be among those featured. And every week will have different flavors. Come back for stories that you wouldn’t want to miss!

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author by Sheela Narashiman

4, October 2016

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Being a popular brand doesn’t guarantee that customer service representatives are properly trained to differentiate between being polite and being annoying. Sometimes they just fail to understand the customer’s requirement and end up sounding impolite and indifferent All brands, whether they are popular, multi-storied or small should ensure that their service reps are properly trained to handle customers.

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author by Servion

30, September 2016

weekly-roundup

This new featurette will lend a new perspective on what’s going around the world in CX. Tips, trends, events and interviews will be among those featured. And every week will have different flavors. Come back for stories that you wouldn’t want to miss!

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author by Abhilash Patri

28, September 2016

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Customer experience stories and word of mouth play an important part in how the brand is perceived , but today is the impact restricted to the brand alone or does it have an impact on other brands operating in the same space. Sometimes brands have to bear the brunt of an unhappy customer experience created by a competitor.

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author by Roshini Cherian

21, September 2016

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Cloud computing (commonly referred as cloud) has been a buzzword doing the rounds over the last couple of years. It has transformed the way customer data is managed. It has given organizations the opportunities to pave the way and push customer experience to new fronts.

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author by Sreeram Nambiar

15, September 2016

title-blog-presales-chess

One of the greatest openings in the game of chess is the Ruy Lopez (also known as the Spanish Opening). In this move, if the starting players plan it correctly, he will carry a huge advantage. Much like a discovery meeting (what’s the customer’s business problem, pain points, roadmap, etc.) during a project, which is the first step in a presales consultation. This meeting lays the groundwork for long-term engagement. It’s an opening move!

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author by Vimal Abraham

6, September 2016

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Marketing has always been about creating a dialogue with customers. Unfortunately, many marketers continue to believe sending as much information as possible to the client is the best way to build engagement. The explosion in digital marketing & automation technologies has just made their job easy.

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author by Parameswaran E.K

29, August 2016

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The business of sharing feedback has come a long way. Called by new and fancy names now, it has several variations such as ratings, review, feedback, evaluation or recommendation and is gaining increasing momentum.

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