The past year has been a year of adversity. From the pandemic to racial injustice, many people have been faced with multiple types of adversity. And while there are societal changes that need to happen to overcome these challenges, there’s a lot we can do as individuals to fight adversity within an imperfect system. We recently had the privilege of learning from Laura Huang, who joined us for a virtual talk at Asana focused on how to turn adversity into advantage.

Customers find it most memorable when they’re treated as unique individuals. This is especially true when it comes to shopping customer care, where personalization goes a long way. Your customers want to feel special and feel like they are part of a community. They miss the days of knowing other people in the store and getting that personal attention from clerks and shop employees.

I was recently asked about the status of Information Security as a salient feature of the product roadmap. I paused. The question by itself seemed to hold up a mirror. It showed how security is viewed in today’s digital-first, app-centric, customer-focussed world. It may seem innocuous but under it lies the silent struggle many corporations face today. It also carries an unarticulated question: how should one align security with business imperatives?

Looking for a detailed guide to call center optimization? Call centers are an inseparable part of a customer-centric business. They are a great asset to the organization to improve customer interaction, resolve their issues, and enhance the brand value. The customer service industry has grown by leaps and bounds, and most call centers now use advanced technology to enhance their performance. To stay in the race, your organization needs to focus on improving the quality of the call center.

Interested in call center supervision? Maintaining high standards in customer care service is not an easy task. That’s why customer service representatives (CSR) should receive thorough training and guidance to excel at their job. This is where call center supervision plays a crucial role. A frontline supervisor sets the call center up for success by building, nurturing, and managing a winning team of customer reps.

For over four decades, large US businesses have relied upon the shared services business model for cost reduction and operational efficiency. Even now, the trend continues with over 80% of the Fortune 500 companies in the USembracing it for obvious reasons. Presently, Human Resources (HR) and Legal shared services teams have become increasingly popular due to their sensitive nature and the supportive role they play in the overall functioning of a business.

So, what does CX mean? As you can expect with any “what is” query you pop into Google, Wikipedia does a great job providing customer experience definition. It says that: “The product of an interaction between an organization and a customer over the duration of their relationship”. Now, by all means – that 100 % true. But, being in the customer experience game ourselves, we’re not entirely satiated. At least not just yet.

We often hear that Artificial Intelligence is the future. The truth is that it’s already here, and if you’re not already using AI for customer service, you’re missing out. Integrating AI into customer service can drastically improve CX. It helps identify customer pain points, automates processes, speeds up decision-making, and optimises service delivery.

Looking for tips on effective contact center management? From scheduling customer support agents to monitoring their interactions, contact center management involves managing a contact center’s daily activities. And while life as a contact center manager can be hectic, you can ease the workload with the right techniques and tools. In this article, we’ll cover ten tips that’ll help you with contact center management and agent training.