author by Archana Sangili

10, February 2017

CX_ED16-Blog

Hi there, 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. Read this CX saga right away.   Cloud More businesses are discovering the benefits that […]

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author by Roshini Cherian

9, February 2017

Is Self-service the Icing on the Cake

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. Artificial Intelligence (AI) has made our lives a little bit easier. Gartner research states that AI continues to drive change in how businesses and governments interact with customers and constituents. It has, of course, automated activities and processes. But there’s more to it than virtual assistants like Alexa, Siri, Cortana or Google Now.

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author by Sheela Narashiman

7, February 2017

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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.

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author by Archana Sangili

3, February 2017

CX_ED15-Blog

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.

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author 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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author by Christy Bharath

1, February 2017

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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.

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author by Servion

25, January 2017

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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.

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author by Sheela Narashiman

24, January 2017

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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.

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author by Archana Sangili

20, January 2017

CX_ED13-Blog

CX Weekly Roundup is a weekly post on the happenings around the world on all things related to customer experience.

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author 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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