Omnichannel Customer Experience = Omnipresent + Omniscient Agents

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Digital is the new norm, and it’s disrupting the way customers communicate with brands. With the proliferation of newer digital devices and channels, customers prefer to reach brands through digital channels rather than voice channels. But companies deploying and promoting digital customer service channels, like chat or SMS, are not seeing the results with NPS, […]

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customer expectations

7 Tips to Manage Customer Expectations

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Today’s customers are digitally savvy, more demanding and expect instant service. Contact centers face a constant challenge in managing customer expectations.   Here are some key customer expectations and some tips towards managing them  Save my time – Have your customers spend less time on wait times by providing a self-service option where the use case is […]

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agent productivity

5 Tips to Improve Call Center Agent Productivity

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Agents are the biggest asset in any contact center. Ironically, contact center agent turnover is seen as the number one challenge for contact centers. Contact center executives are always looking at ways to invest in agents – hire the best agents, train them better and retain them longer. An increased agent productivity is a proven […]

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cloud option

Cloud, Cloud, What Cloud do You Choose?

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The term cloud computing dates back to 2006. Fast forward and there has been a phenomenal growth and evolution in this space. Every business understands the cloud imperative and their enterprise stack has very many flavors of cloud. Contact centers have traditionally been slow in cloud adoption, currently about 49% of contact centers have some […]

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Contact Center Customer Experience

7 Tips to Improve Contact Center Customer Experience

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We are entering an experience economy where customers are not just looking for the right service at the right time but looking for one that is engaging and immersive. Contact centers are a powerhouse to deliver that exceptional experience across the entire customer journey starting from awareness, interest to purchase, service and advocacy.  Contact Center Customer Experience […]

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voice of the customer

Amplify the Voice of the Customer and Multiply Revenue

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Customer Experience (CX) is the new battleground for companies to differentiate and win in the experience economy. Great experiences have a direct correlation to revenue. Satisfied customers buy more, are less likely to churn and bring in more referrals. Companies are starting to see tremendous value, investing in organization wide CX programs. While CX design, […]

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