by Archana Sangili

23, December 2016

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  • Customer Experience
  • Technology

This week we had the shortest day of the year, yet we had nothing short of an eventful week as far as CX was concerned. We have for this week – Soccer, superheroes and our recent obsession, chatbot. We happen to think it suits the mood of this holiday season. So, this is what happened last week in the world of CX.

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by Vimal Abraham

21, December 2016

New Key Performance Indicators
  • Contact Center
  • Customer Experience
  • Customer Service

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

9, December 2016

cx_ed_blog-10
  • Customer Experience

Welcome back to THE CX ROUNDUP, the once a week summary of the hot happenings in the world of customer experience. What are you waiting for? Let’s take a deep dive. Analytics The digital age has amplified the super power of analytics. There is no stopping, it will continue to dominate 2017. Here are the […]

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by Servion

8, December 2016

cx-roundup-blog123
  • Contact Center
  • Customer Experience
  • Customer Service

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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by Servion

7, December 2016

Happy customer
  • Contact Center
  • Customer Journey
  • Customer Service

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.

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by Archana Sangili

2, December 2016

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  • Customer Experience

This week a lot of talks has been about Visual Analytics. We bring you on this segment how it can help business. There is a section on Chatbots as usual, our obsession with them is becoming a never ending saga. So let’s dive into this week’s most happening news on all things related to customer experience.

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by Servion

1, December 2016

spikemanagement
  • Contact Center
  • Customer Experience
  • Workforce Optimization

For enterprises, the contact center is the heart of customer engagement. But a contact center job is a demanding one. Anything can go wrong. Especially when agents face a sudden spike in volume of calls coming in. However, seasonal spikes is perhaps the lesser even when compared to its twin – the dreaded unplanned spike. It can lead to revenue losses and additional stress on customer service. It can also prove to be deal-breaker to your customers and make them switch their loyalties. Here are some tips to manage spikes – both planned and unplanned.

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by Sheela Narashiman

29, November 2016

ms-relationship-blog
  • Contact Center
  • Managed Services

Maintaining a good relationship is difficult. It involves lots of intuition, goodwill, and concern. Now, if that doesn’t happen, then it’s time to call it quits. After all, it takes two to tango. Noticing the signs, therefore, is crucial. Not just in our personal life, but in the business world too. For instance, nurturing an effective engagement with your Managed Services Partner (MSP) can be no bed of roses, if there is no chemistry.

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by Archana Sangili

25, November 2016

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  • Customer Experience

Black Friday, the annual shopping madness season is upon us, full swing. The fight for the best deal is the motto of the season. And this time of the year poses the biggest challenge in terms of customer experience. As a cue, we decided to focus on this love-hate shopping fest as the highlight of this week’s roundup.

It’s Black Friday Special, y’all.

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by Servion

23, November 2016

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  • Call Center
  • Contact Center
  • Customer Service

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.

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