Anand Subramaniam
Anand Subramaniam
Anand Subramaniam is SVP Marketing for eGain Corporation, award-winning provider of cloud solutions for knowledge and AI-guided customer engagement
Manufacturing Sector CX: How to Go from Stagnant to Standout
Introduction The manufacturing sector has had its CX challenges as the world came out of the pandemic with supply chain issues exacerbating the problem further....
Telco Sector CX: Go from Churn to Earn (and even Yearn!)
Did you know that the median NPS (Net Promoter Score) for telco was the lowest among all industries with customer retention rate in the...
Knowledge Management: The Cure for Contact Center Agent Training Ills in the Variant-Era
According to Training Magazine, US companies spent $82.5 Billion in 2020 alone for employee training. Training is clearly not an inexpensive endeavor. In fact,...
7 Customer Service Mistakes Companies Should Avoid Making in 2021
2020 was a tumultuous year but it did bring customer service back to the forefront of the business planning agenda for 2021. As you...
The New Digital Customer Engagement for the New (Ab)normal
Why more with digital now COVID-19, aka Coronavirus, has literally and figuratively changed the meaning of the tech marketing cliché “digital or death”. Consumers are...
Best Practices in Proactive Customer Service and Engagement
Proactive customer service is the act of providing contextual customer service at the right time, right place, and the right way, even before the...
Findings from new research: Trends, hurdles, and best practices in customer service messaging
Findings of consumer survey Driven by millennials and Gen Z consumers, messaging is fast becoming a popular channel for B2C customer service. We commissioned YouGov,...
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 AI augmentation
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…