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Digital transformation and customer experience
Looking at these cartoons, you can easily guess that I am a big fan of…
Read time: 5 min
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What should you be aware of while transforming your banking contact center to digital-first?
Recently, I presented the keynote address at one of the BPO conferences. After my speech,…
Read time: 3 min
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The reason why your customer experience is poorer than you think
I keep talking about customer experience and how you can enhance them. In this context,…
Read time: 4 min
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Why should BPOs look at cloud-shift as a growth strategy?
Around 2000, I had a conversation with a spend management solution provider about the underlying…
Read time: 2 min
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The makings of a good customer experience – what goes into it?
Customers have always wanted to solve their problems with the fewest steps possible. That’s why…
Read time: 4 min
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It is about time you adopt a cloud strategy for your contact center
Gartner predicts that 50 percent of the contact centers will be in the cloud by…
Read time: 2 min
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Manage your data proactively by integrating List Management Service (LMS) to your contact center platform
As a customer service function or a call center, you will have to deal with…
Read time: 2 min
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Five key considerations that you should be aware of before outsourcing your customer service operations
60% of the enterprises outsource some or the other piece of their customer service function….
Read time: 3 min
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What will make your BPO the preferred choice for your customers?
As a BPO, you want to be the go-to choice for any enterprise looking at…
Read time: 3 min
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Are your agents leaving money on the table?
A 100-seater call center wasn’t doing well and their CEO thought that it is do…
Read time: 2 min
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Grow your business by punching above your weight – customer service perspective!
• Do better customer service help organizations grow? • Can customer service be a competitive…
Read time: 2 min
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Keep track of everything – should this be your contact center mantra?
Have you ever called a contact center and you were greeted with the following message…
Read time: 2 min
