In today’s highly commoditized age where there is often little differentiation when it comes to competitive products and offerings, the biggest factor that prompts customers to patronise one brand over the other, is often customer engagement. There are several studies that show the impact of …
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What Does it take to Achieve a Successful Digital Transformation?
Over the last few years, digital transformation has been one of the biggest buzzword in business. As the enormous potential of Artificial Intelligence (AI), Robotic Process Automation (RPA), context-based omni-channel operations, analytics etc. becomes clearer, their popularity is increasing dramatically. The promise of new future-ready …
AI will shape the future of digital banking
With the commoditization of banking services, the biggest differentiator for banks today is customer experience. Customers are far more likely to choose a bank based on factors such as the ease of navigation or quality of issue resolution; rather than on the actual offerings.
This creates a challenge …
Use Conversations in Contact Centre to build strategic differentiation
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 …
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 …
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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 call center 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 contact center solutions from the myriad of choices on …