Press Release – The Bharat Connect Marks Its First Anniversary, Quickly Expanding as India’s Only Community Group That Serves the Customer Service Industry
Co-founded by ClearTouch, the organization experienced substantial growth in its first year to more than 600 members, offering numerous industry articles and webinars CHENNAI, India — (BUSINESS WIRE) — ClearTouch, a pioneering provider of a cloud-based call center platform for enterprises, contact centers, BPOs and financial services companies in India, today celebrates the first year […]
Focus On the ‘C’ Word in Customer Service
I want to bring your attention to two statements that I keep hearing about customer service. Customers do not have a choice when it comes to customer service. Customer service is a big-ticket cost item, and we are looking at ways to reduce the cost impact. Having been in the customer service industry for […]
5 Reasons Why You Have to Look At the Cloud for Your Contact Center
Two-thirds of the contact centers moved to the cloud in the last 12 months. The contact centers moved to the cloud to keep their floors running as a response to the pandemic. That being said, the contact centers now have started seeing several other reasons why the cloud makes sense for them. There […]
The Ubiquitousness of Cloud Contact Centers – The Accidental Discovery
When the pandemic struck in 2020, all of a sudden, contact centers had to figure out a way to make agents’ work from home. Most on-premise solution providers couldn’t react to that situation, as they wanted at least a few months to come up with a solution to help agents’ work remotely. The second […]
You Pick Up the Phone! I Can Reach a Real Person
I was honestly surprised that my company, CD Baby, was such a runaway success. But I was even more surprised to find out why, said Derek Sivers. CD had lots of powerful, well-funded competitors, but after a few years, they were all but gone, and we dominated our niche of selling independent music. 150,000 […]
Customer Touchpoint Effectiveness – What Should You Measure?
You run a customer service function, and you want to offer the best possible experience to your users. The demography of your users ranges from 18 to 70 years across geographies. To address their demands and needs, you have a presence in all the channels – telephone, emails, web, and social. Besides, you have […]
Building Intelligence at the Customer Touchpoints: Real-Life Experience
My bank blocked my card, and the reason given was that I did not submit my KYC (Know Your Customer) documents for renewal. I was asked to submit those documents by mail to reactivate the card. I promptly sent my scanned and self-attested KYC documents. I received a response with the ticket number. In […]
Measuring Touchpoint Effectiveness in Customer Experience
As a brand, you can influence some of the touchpoints, and some are beyond your influence. I will take a moment to define what a touchpoint is. Touchpoints are channels that your customers encounter or use to interact with your brand. This can include channels like email, website, chatbots, IVR, telephonic interactions, and social. […]
What Do the Customer Experience (CX) Leaders Do Differently?
Leading-edge companies outperformed lagging companies on business outcomes like profitability, quality, growth, market share, and customer retention rate. Source: HBR Seven out of ten leading-edge companies say that customer experience is a strategic priority, while nearly half of the lagging companies don’t consider customer experience important. This seems to have affected not […]
Do Customers Have a Choice in Their Customer Experience with Brands?
I recently wanted to switch my Internet connection from one location to another. I called up the customer care facility and gave my request. This process took me about 20 minutes. The service provider accepted my request and suggested that they would check the feasibility of migrating the connection to the new location. The […]