Anand Subramaniam
Customer Service Messaging: From Mess to Mastery
The stats are staggering—1.3 billion users on Facebook Messenger, which continues to add 100M users every 5-6 months. According to CTIA, 1.5 trillion text...
CX Excellence in Growing Mid-Size Companies: Challenges and Path to Success
Mid-sized companies are typically defined as those with 100-999 employees or annual revenue of $10-$25M at the low end to $250M. 70% of such...
Beyond Training: Defeat the “forgetting curve” of contact center agents with in-band knowledge and...
Have you ever heard of the “forgetting curve”? A concept pioneered by German psychologist Hermann Ebbinghaus, it refers to the rapid deterioration of human...
How to Make Freelance Contact Center Agents Successful
The freelance economy, on-demand economy, gig economy, or whatever you want to call it, continues to grow. According to research by McKinsey, the Freelancers...
Customer Service Rage: Myth or Reality?
Have you ever heard of customer service rage? This is what a New York Times article had to say about it—"..you fume. Your face...
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...
