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The Advantages of Remote Agents for Contact Centers

Customer service is a challenging job. Customer service agents are usually found to be overburdened with multiple challenges, with high dissatisfaction rates which can be owed to low pay scale, overload of work, lack of motivation and not so congenial workplaces. Burnouts are inevitable and many statistics show that call center attrition rates are high […]

The Importance of Agent Empowerment in Overall Contact Centre Performance

The first and most significant interface of customers is with the front-end staff of a contact center. Even as artificial intelligence is replacing human interaction for FCR (first contact resolution) and self-service is becoming a demand from the customers themselves, human agents are still around in many contact centers who have not climbed the technological […]

The Increase in Self Service Customer Experience

The unveiling of Amazon Go to Seattle in 2016 opened up a new vista in the customer-centric shopping experience. Their mantra, “No lines, no checkout – just grab and go” set an unprecedented trend for self-service that grabbed customer delight like never before. Self-service capabilities first made an appearance in 1917 in physical retail stores […]

Customer Engagement and Two-way Social Media Communication

Social media has been around for almost two decades now. It has had a huge impact on connectivity, engagement and free sharing of expression. The 21st century woke up to a boom in online networking with LinkedIn, Flickr, MySpace and Photobucket followed by Facebook, Twitter and more recently Instagram & Snapchat, that have become the […]

The Transition of Call Centers to Experience Hubs

The future of customer experience can be described in one word – seamless. The 21st century has inundated businesses with the tech advantage and the scramble for digital adoption for products and services is at its peak. E-commerce has played a major role in designing great digital customer experience and smartphones have shrunk physical touchpoints […]

Top 5 Ways to Increase Customer Experience

The expansion of digital and internet landscapes has ensured that every virtually reachable human becomes an informed and empowered customer. We are surrounded by experiences in our existence, especially within walking digital environments created by the speedy advances in mobile technology. The power to adopt or reject a brand is in the palm of consumers […]

Success Factors of Cloud Communication in Contact Centers

Telecommunication has undergone a digital revolution which has affected the consumer and commercial world equally. When we look around us, we find that products and services are engaged in a battle of being digital-first. Digital consumption has grown leaps and bounds in the past few years as consumers have been able to afford individualized content […]

Speech Analytics for Effective Customer Experience

When Apple introduced Siri, speech recognition by machines found humanization that became quickly and immensely popular. Speech recognition may be a modern perceived phenomenon of the 21st century, but its roots can be traced back to the early 1950s. In fact, Siri might not be the foremost personification of speech analytics technology. In 1952, Bell […]

Improving Customer Experience Through Customer Data

Customer experience is everywhere. Digital landscapes are creating fervent opportunities for finer marketing potential. Smartphones, tablets and wearables have transformed customer expectation and populated multiple touchpoints across devices, giving way to omnichannel customer journeys. According to a survey, 70% of buying experiences are based on how the customer feels they are being treated. By 2020, […]

Best practices for data security in a call center environment.

Businesses that are keenly invested in personalization of customer experience are leaving no stones unturned to tailor highly targeted and individualistic experiences, whether online or in-store. According to a research by the Boston Consulting group, brands that integrate data, analytics and advanced digital technologies are showing a rise in profits by 6-10%, which is two […]