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Workforce Management (WFM) At the Center of BFSI Contact Centers!
…to my insurance company for pre-approval. They come back to me stating that 30% of the quoted amount is pre-approved, and the rest is subject to approval at a later…
Read moreCustomer-Centric Strategy – 8 Things for Your Business to Be More Customer-Centric
…and acquisitions. For example, we added four major and 12 minor features last year All our customizations come free pre-implementation. We don’t charge you for the customizations on our platform…
Read moreGenerative AI – Is It a Boon or a Bane in Customer Service?
…California privacy laws by tapping, recording, and analyzing conversations without the knowledge or consent of their customers. The lawsuit claims that the AI software includes omnichannel capabilities – phone calls,…
Read moreY2K, Amazon, Black Friday, and Contact Center Automation
The Y2K bug, a potential computer flaw looming on January 1, 2000, stemmed from using two-digit year codes in programming from the 1960s to the 1980s. Concerns arose as computers…
Read moreEnhancing Customer Experience in Banking and Financial Services Industry – The James Bond Way!
A Vodka Martini, shaken, not stirred, was the classic of bond movies, one of the lines fans had come to expect in every outing for the super spy. Every James…
Read moreAuthentic Human Connections Are at the Core of Customer Experience
…experiences. Here are a few pointers that you can use to do this: Personalization Collect and analyze customer data to personalize communication – past purchase history, preferences, and earlier interactions….
Read moreBreaking Barriers: Why You Should Look at Visually Impaired Agents for Your Contact Center Needs?
…access to the education system, and less than half of these find a job after completing their studies, even though most of them actively search for a job. Most visually…
Read moreSitemap
…Cloud Contact Center Solutions Integrations Salesforce Zoho Industry Banking Insurance Healthcare Business Process Outsourcing (BPO) Debt Collections eCommerce Automotive Compliance Natural Language Compliance (NLC) Natural Language Processing (NLP) Trai’s New…
Read moreDo Customers Hold Grudges After a Bad Experience?
…in the parking lot. So, I sought out the store manager and complimented them on the experience inside. I also asked him to come out with me and observe the…
Read moreWhat Are the Reasons for Poor Customer Service?
…poor is by design. Example of Poor Customer Service Let me give you an example. I have been a customer of one of the large telcos for many years now….
Read moreHuman-Centric Approach – Delivering the Best Customer Experience!
…can be addressed: 1. Lack of Knowledge of the Product or Service Organizations see a lot of complex issues coming in, which require longer resolution times. Most employees are not…
Read moreEleven Ways to Help Customer Service Representatives Overcome Burnout
…customer booking the ticket. The underlying communication was laced with humor and respect in both these anecdotes. Humor was a part of the communication without getting worked up, and respect…
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