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 […]