Anand Subramaniam

Want to Transform Customer Experiences? Staple Yourself to Their Queries!

In 1992, HBR published a seminal business process reengineering paper that urged executives to “staple” themselves to a customer order to identify broken links...

Seven steps to digital customer service excellence in 2018

According to Gartner, phone interactions will drop from 41% to 12% over the next five years, as consumers keep going digital. Businesses that excel...

How to Clone the Best Agents in Your Contact Center

As routine customer service queries are increasingly handled by self-service systems, requests coming into the contact center are becoming more complex. Moreover, millennials and...

Want to transform customer service? Question conventional wisdom!

1838. It was the year that the term “conventional wisdom” (CW) was first used in print. Over the decades, CW has prevented or stalled...

5 Innovative Use-Cases for Customer Service Transformation

Customer experience (CX) innovation is no longer a luxury, with 89% of companies expecting to compete mostly through CX (Source: Gartner). Here are five...

Virtual Assistants: 12 Tips to Go From Valet to Wallet

Trick question: Who work 24x7, engage customers and answer questions in a smart and fun way, give website tours, show relevant web pages, and...

Making next-gen contact center agents successful in the digital era

Next-gen defined For the purpose of this article, we are defining “next-gen” as millennials (born ~ between 1980 and 1995) and Generation Z (i.e. those...

Cobrowse for Customer Engagement: What, Why, and How

Prolog Scene 1 Agent: Click on the second item in the menu near the middle of the screen Customer: Which menu? There are two of them near...

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