Building a Customer Experience Driven Contact Center

In September 2013, Harvard Business Review published a detailed article titled “The Truth About Customer Experience”. In this article, they described a situation where a contact center was engaged in on-boarding a new pay-TV customer. Their business was stagnating, competitors were luring customers away and the TV Company could not figure out why.

The company followed all the best practices and measured customer satisfaction after each interaction. They found out that individual interactions with the contact center invariably received satisfactory grades. The problem lay in an area few companies looked at – the cumulative effect of interaction the customer has with a contact center.

Progressive businesses have to understand the customer journey and design their services to take the customer from a confused state to being a delighted customer who will recommend their service to friends.

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CRM on a Budget

For new business owners or those who serve a relatively small market, relationships are of paramount importance. The one Enterprise Application Solution (EAS) that serves as a unified repository of customer data and facilitates the provision of tailore…

The Contact Center Conquers the Cloud

As the cloud based contact center industry approached the $10.9 billion mark and self-service becomes the new norm, it is time to look back on the evolution of contact centers to better anticipate future trends.Request Free!

2016 Contact Center Trends

With the Age of Information ushered in by the internet revolution, the era of choice, power and self-dependence has also begun in earnest. This is why the call centers, with their limited functionalities, slow processes and endless waits, are in no way…

2016 CRM Trends

The days when the instruction of employees on a new CRM application would go on for two weeks are behind us. CRM applications in 2016 and beyond will be as intuitive as possible and primarily designed with tablet and smartphone use in mind.The writing …