Almost a decade back, a friend from a leading telecom company had told me that they used about 100 parameters to predict the probability of a customer churning out – an important board room discussion point. At that time, their churn prediction accuracy was over …
English/IN
Omni-channel customer service: it’s just the beginning
There’s a school of thought that says if we manage to give a customer a great experience through one customer service channel, then that’s good enough. The customer, the thinking goes, is happy, and they’ll return to that channel next time they want to interact …
Conversational systems are the future and there is no running away from this dialogue
Recently, I stumbled upon a very interesting video by one of my favorite music composers -Hans Zimmer. It was an introductory clipping of his online music tutorial -MasterClass, where he was trying to explain to his prospective students how composing music is a fairly simple …
Is your Contact Center Millennial Ready?
For a Millennial, impatience is not a flaw but a virtue. Digital abundance has made standing in a queue and waiting for things, both virtual and physical, a thing of the past.
According to a Forrester research, 66% of customers agree that valuing their time is …
Chatbots: The Force Awakens?
A long time ago, in a galaxy far, far away. It was the time of self -service and the emergence of new entities called ‘chatbots’. Many were trying to get hold of the new technology and a few more trying to understand where it came …
Global Tech Support Powered by Aspect
Since 1987, Stefanini has been a global provider of IT services. The company has grown over the past 30 years, with locations in 39 countries across four continents. Stefanini provides its global customer base with application development, help desk support, systems integration, consulting and strategic …
What is a customer engagement center and why does your company need one?
There are ample technologies in the market today that promise to deliver singular solutions to business problems or assure enhancement of customer satisfaction. But while companies can become paralyzed during the process of selecting solutions from the myriad of choices on the market, it is …
The App-olution: How apps have evolved over the years and where we see them going
A lot has happened since the last time people were excited to do simple math on calculators on their phones. We now keep track of our health via wearables. Apps have surely progressed a long way in terms of their functionality, ergonomics, aesthetics, accessibility and …
Why the Logistics Industry needs Cloud ‘delivered’ or Self-Service ‘dispatched’?
A friend of mine noted that he rarely visited shopping malls. Surprised at his own observation, he remarked that walking out of a mall with huge bags, loading them onto the trunk of his sedan was a long forgotten memory. The reason of course was …
Women. Technology. Days: Here’s How We Roll!
Last Tuesday (8th March), the International Women’s Day was marked with steadfast fervor across the world. While the United Nations declared the theme for 2016 as “Pledge for Parity”, I personally believe that the need for bringing social, economic and political equivalence for women has …