Blog

It is the Service you Deliver that Matters Not the Location

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While speaking at a conference in Egypt, a fellow speaker recounted the story of calling a company and it was “just bad service” "So I asked her where she was (since she sounded like she was from India). She said she was located nearby in a call center in New York."

Social Media and the Contact Center

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If you are like me, and so many other people today, you’ve connected through LinkedIn, set up your profile on Facebook, Twitted your Tweets and MySpace’d your favorite music performers to view road schedules. But what business opportunities are there around Social Media, and how do you integrate it into your contact center; to be a media contact center channel for interaction?

Eight Questions for Social Media Enabled Contact Experiences

Twitter and Facebook, along with LinkedIn and a ton of other social media sites offer insights into the day to day, and minute to minute, important as well as trivial issues about people, places and things.

Looking for Megatrends

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With products and services losing their power to decide brand longevity, customer experience has emerged the new zone of focus to establish differentiation. The role of contact centers has become pivotal than ever before.

The Rise of the New Customer-Centric Economy

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Clearly, product quality and prices can be powerful differentiators in dictating customer preference. We have seen Apple build a loyal customer base on the power of its innovative and superior product line. We have also seen Wal-Mart advance in giant strides with its unparalleled pricing structure. However, these parameters, I believe, are not enough to keep your brand alive in the long run. The one way to set your brand apart in the current economy is by building a great customer experience.