author by Roshini Cherian

27, July 2017

5contact center threats in the telecom industry - banner

In the telecommunications industry, poor customer experience is a deal breaker in the relationship between enterprises and their customers. But, it is no easy feat for contact center managers to ensure meaningful and purposeful customer interactions each and every time. With calls, messages and emails going back and forth, about service offerings, new plans, network usages, etc, things can get heated between the customer and contact centers in the telecommunications industry.

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author by Sethuramalingam B.

25, July 2017

following three C's-Banner

The power rests with the customer and to make sure enterprises thrive in competition, enterprises need to undo certain ways of handling customers and build newer ways to ensure that they not only stay with them but also promote them.

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author by Archana Sangili

21, July 2017

CX_ED-37-Blog

Welcome to the 37th edition of the CX Roundup. In this blog post, we bring to you the best of customer experience news, trends, and insights around the world.

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author by Christy Bharath

20, July 2017

2V Web_Banner-banking on the future

The rise of bots into the service ecosystem is enabling enterprises to reimagine the way they deliver customer experience. By now, you must have heard it through the grapevine, irrespective of which customer service industry you belong to.  While some still consider it to be a case of setting the cat among the pigeons in […]

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author by Archana Sangili

18, July 2017

2V Web_Banner-Bye Bye Queues

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. This can cause the brand’s reputation to plummet. Besides sending existing and potential customers in the direction of competitors.
That’s where Courtsey Call Back(CCB) can come to rescue. This feature can help to reduce call waiting time and improve customer experience.

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author by Archana Sangili

14, July 2017

CX_ED-36-Blog

Welcome to the 36th edition of the CX Roundup. In this blog post, we bring to you the best of customer experience news, trends and insights around the world.

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author by Roshini Cherian

13, July 2017

Banner-On the Cloud

Whether Inbound, Outbound, Email, Chat, Mobile, Social or Analytics – it is crucial to engage customers in meaningful conversations in their preferred channel – anywhere and anytime. Especially, in today’s increasingly cloud-powered service ecosystem, it is important to ensure there is no slowdown in the day-to-day operations of the contact center. But, how do you […]

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author by Christopher Joel

11, July 2017

Banner-Channeling predictive analytics

Predictive analytics have been put to extensive use to find out what customers like and what they don’t. Armed with this knowledge, organizations have aligned their campaigns to promote the curate products and solutions based on the insights.

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author by Archana Sangili

7, July 2017

CX_ED-35-Blog

Welcome to the 35th edition of the CX Roundup. In this blog post, we bring to you the best of customer experience news, trends and insights around the world.

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author by Sriram Sampath

6, July 2017

how-to-debunk-myths-banner

Customer Journey Analytics is probably the most clichéd phrase in the customer experience ecosystem today. During the course of my discussions with several organizations, I realized that there is a handful who have got it right – both the meaning and the execution. And there are those who are eager to get it right but they lack clarity in execution.

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