Hemani Sehgal

Think You’re Cut Out For Doing Customer Experience? Take This Quiz

‘Customer service experience’ has been and will always be a top-notch parameter for your customers to either pick you or your competitor, in any industry. And this statement is especially true if you are working for, or in a contact center or a call center. The way you treat your customers, is exactly how they …

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From Ground Zero To Battleground: Stages of a Startup [Infographic]

“It’s almost always harder to raise capital than you thought it would be, and it always takes longer. So plan for that.”  –Richard Harroch, Venture Capitalist and Author It is tough to be in a startup, to make one, to work for one and to figure out your actual spot and position in one. Startup …

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7 Popular Contact Center Misconceptions And the Truth About Them

“Misunderstanding is generally simpler than true understanding, and hence has more potential for popularity.” ― Raheel Farooq Call centers and contact centers usually have a cloudy image in most of our heads. We either think of contact center reps as lowly reps, who don’t give a damn about customer service – someone working odd hours, …

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Call Centers as seen through the eyes of Call Center Agents

If there was one boon that the British gave us – it will undoubtedly be the gift of English language. So etched it is into the Indian culture, that till today it stands tall as one of the two preferred official languages of the sub-continent. We were quick to learn the language and were able …

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The State of Salesforce – Trends and Insights (2016 – 2017)

Every business needs a strong and a profound customer base in order to sustain and grow. If your priority list gives your customers low weightage, chances are that your monetary burnout will exceed expectations as you will spend more on customer acquisition over customer retention. So if your business revolves around IT, Sales, Marketing or …

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5 Dubious Myths About Customer Experience Debunked

There’s a famous quote from Joseph Camphell which goes –  “Myths are public dreams and dreams are private myths.” But why are we talking about myths and dreams? This is supposed to be a blog on customer experience and around customer service. Isn’t it? Yes. This is exactly what I aim to cover in this …

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Customer Acquisition Vs. Customer Retention – A Detailed Analysis [Infographic]

If you are working in a service industry or have market inclination, you would agree with me that most organisations prefer customer retention over acquiring new customer. If you are wondering what makes them go after customer retention vs. customer acquisition, there are many parameters involved. The biggest factor which stands out here is the …

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