Is Customer Experience (CX) the New Brand Differentiator?
Gone are the days when people competed on product’s capabilities and pricing alone. Today’s customers have thousands of overwhelming choices, making purchasing decisions challenging to choose. The entire ecosystem has become commoditized, and how do you differentiate yourself from the pack? It has to be through Customer Experience (CX) and not just Customer […]
How Do You Make Your Life and the Lives of Those Around You Better – The Customer Service Way!
Sales are down, the competition is brutal, and we have zero chance of hitting our year-end profit target if we don’t bring down our costs. This is what your CEO tell you when you meet with him. He further adds the target for customer service is 20%. You have till tomorrow morning to come […]
Frictionless Customer Experience – Should This Be Your Goal?
In 2016, an estimated $4.6 trillion of merchandise was left in abandoned eCommerce shopping carts. The US economy loses $3 trillion in productivity annually due to excess bureaucracy. China’s economy as measured by gross domestic product (GDP) grew a cumulative $82 trillion more than India’s from 1987 to 2017, even though the two economies were […]
The Contactless Approach to Customer Service
In the last year, most things have moved remote and online as far as customer service is concerned. Agents working from home will be the norm from now on, and the customers would want to get in touch with an agent only when necessary. The contact centers have discovered that moving their agents to […]
Agent Experience Is an Essential Piece in the Customer Experience Journey
There is very little room for error when it comes to customer experience. In 2021, as is the case with every year, consumers will care even more about the customer experience than they did earlier when deciding which companies to support or buy from. Any friction in the customer journey will mean loss […]
Customer Experience Journey – It Is About How You Respond to a Negative Experience!
I was working for an organization where we had many customer relationships. After being with us for two years, one of the customers decided to look at other providers for their needs. When we inquired, we were told that they faced three issues in the last two months, and they weren’t handled well by […]
Zoho Is Leading the Pack in Moving to Tier – 2 and Tier – 3 Cities. What Can You Learn from Them?
Zoho has been running their development and support centers from Tier-2 and Tier-3 cities for many years ago. They started a development center in Tenkasi in 2011 that develops some of Zoho’s products that they sell across the world. Tenkasi has about 500 Zoho employees. Zoho then established a customer support center in the […]
How Do You Create Your Customer Experience Strategy?
Recently, I called up our service provider, who developed and hosted our website. We have been working with them for the past three years. They didn’t update the site’s SSL certificate, and people couldn’t access the site. All we wanted them to do was to download the SSL and install it. But, we were […]
The Next Level of Call Center Growth Lies in Tier-2 and Tier-3 Cities
India has been the preferred back office of the world for many decades now – skills availability, mature processes, low-cost, and the ability to scale are some reasons. Most large corporations outsource their customer service, support, and experience functions to India. In the last few years, the low-cost nature of call centers in India […]
How Do You Address the Most Significant Technology and Infrastructural Challenges in Remote Working?
70 to 90% of the call center workforce have moved to a work-from-home model or remote working model since the onset of the pandemic. This move was forced, and organizations did everything in their capacity to move their agents’ homes. This helped them to continue serving their customer needs without massive interruptions. Organizations […]