Day: September 7, 2016

Why Insurance needs Omnichannel Customer Experience at the earliest

Customer experience is the new battlefield for organizations talking about creating seamless customer journeys. When it comes to the insurance sector, studies have reported record-breaking drops in customer satisfaction level. Insurance companies have lately realised that customer experience is now one of the most important factors for staying ahead in a highly competitive market.

Transitioning from a Legacy Contact Center – Do it. Now.

Decision making is a tough process. It requires wit, presence of mind and a state of total awareness, as Ross from F.R.I.E.N.D.S. would say – ‘Unagi’.  This is just not a complicated truth, but a huge lesson, even when it comes to doing business. In this age of digitization and with almost everything being operated …

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Why Contact Center Applications Should Have a Practical User Experience (UX)

User Experience (UX) of a call center application plays an important role in determining the satisfaction level of end users, i.e. customers. It has a direct impact on many important KPIs that contact centers use to determine the effectiveness and performance of their contact center as a whole. A UX should do a particular job for …

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