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Sushovan Saha

Sushovan Saha

Assistant Manager - Marketing, Sushovan keeps a good track of contact center solutions and his interest in sales reflects in his articles. He is someone who rarely adopts the ‘tried and tested’ formula and this attitude allows him to be at his creative best when the time calls for it.

Recent Posts by Sushovan Saha:

How to foster Customer Engagement in a Hyper Connected World

What makes any business tick?

Some may argue that the role of ideation and strategies contributes to businesses more than anything else. However, the fact is that customer engagement matters the most, if any business hopes to be in the game for the longer run.

Superior customer experience can only be attained through better customer engagement tactics. Even the best businesses can cease to exist without proper customer engagement. However, with the changing dynamics in customer communication, brands have started to be smarter in utilising technology to evolve engagement strategies.

Topics: customer experience Mobile

CX Memories is the Cornerstone for Awe-Inspiring Customer Service

Ask yourself this question - has your brand made genuine and relentless efforts to create Customer Experience (CX) memories?

If the answer is not a clear ‘yes’, you can be dead sure that your business is not providing awe-inspiring customer service, that results in deep admiration.

To understand what we mean by CX memories, go through this blog - How to Create Awesome CX Memories with Delightful Experiences that we had written sometime back.

Topics: Customer Service customer experience

How to Create Awesome CX Memories with Delightful Experiences

Customer Service is dead. Long live Customer Experience!

On an average, people interact more with businesses as compared to their friends, these days.

That’s it - right there! Yes, businesses now have the opportunity to get closer than ever to their customers, to become their friends, or at least much more than customer service agents.

This is where creating true customer experience (CX) memories come in to the frame, memories in the form of awe-inspiring experiences for customers to remember, and ultimately resulting in deep admiration for any brand.

Topics: Customer Service customer experience

Why Customer Interaction Management Software can Benefit E-Commerce Manifold

Worldwide retail e-commerce sales will reach $1.915 trillion by the end of 2016.

Yes, you read that correctly, and the figure is likely to more than double itself by 2020 – when it is touted to top $4 trillion, according to eMarketer.

The new-age predicament in e-commerce is less around gaining news customers and more to do with the management of interactions at various stages of buyer’s journey and multiple mediums of interactions.

Topics: Industry Challenges customer experience

Why Emotional Quotient Trumps IQ in Customer Engagement

“There is within the human heart a quality of intelligence which has been known to surpass that attributed to the human mind.” -  Aberjhani

No, this is not a blog that is meant to cope up with an emotional heartbreak. However, today we are going to make a sincere attempt to simplify why emotional quotient can’t be discounted, in an attempt to drive superior customer engagement in present times.

Topics: Customer Service customer experience

3 Top Reasons Live Chat Makes Your Contact Center More Resourceful

The new age customer has a very short attention span, and even lesser patience.

Now, that shouldn’t come as a surprise to you under present conditions, where the world is dictated by breakneck internet speeds and swelling mobile data usage. However, if your business still relies only on conventional mediums of interaction with customers, I must tell you that it might cease to exist.

This is exactly the reason why all contact centers need Live Chat.

Topics: Customer Service Call Center Software customer experience

Age of Omnichannel: 4 Mediums Customers Prefer Most These Days

“This is my world, my world!”

These were the legendary words of Agent Smith, before he had come, flying at Neo in the Hollywood blockbuster - The Matrix. This movie raised a lot of eyebrows, but more than that it raised a lot of questions on reality, with its conclusive logic.

Fast forward more than 15 years, and a similar phenomenon is being observed in the customer service landscape, in the form of - Omnichannel mode of communication

Topics: Customer Service customer experience Omnichannel

Why Contact Centers can Race Ahead with Predictive Analytics

In a world that is dictated by breakneck internet and uber-fast smartphones, proactive behaviour is the word of the year, rather than conformist reactive actions.

These days, people have an unfathomable craving to get things done fast, and I don’t at all mean ‘swift’. The yearning is to do something before anything concrete happens.

Topics: Customer Service Call Center Software customer experience

API (Application Programming Interface) 101 for Customer Experience

“You have got to start with customer experience and work back toward the technology - not the other way around.”

Ok, no prizes for any guesses that this was once remarked by Steve Jobs. Now that almost all brands have realised the true importance of customer experience to foster their all inclusive growth, the primary challenge remains in creating and integrating evolved technologies.

Topics: Call Center Software customer experience

5 Dumbest Things Call Center Agents do to Irk Customers

Calling has always been an integral part of a contact center, and unsurprisingly call center agents take center stage in any call center. This is one undeviating fact that is not going to change, irrespective of the advancements in technology.

In precise words, call center agents are the face of customer service for any firm, and many decisions made by customers are influenced with the manner agents handles calls. Therefore, it is no biggy that they are the ones who sway significant bucks for businesses.

Topics: Customer Service Call Center Agents Call Center Training