WhatNext in Customer Interaction

Bharathwaj V

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Top Stories by Bharathwaj V

Businesses have hopped onto the 'chat' bandwagon, drawn by the channel's potential to offer fast, easy, high quality customer service at lower costs, and consumer interest in online interactions. These are all the right reasons, but results have been mixed; the majority of companies and their customers aren't thrilled with chat, and, as a result, it's usually less than 2% and even large chat operations are typically less than 10% of a company's agent-led interactions. A few companies though, are transforming their interaction mix with Predictive Solutions that have increased chat to more than 20% of their agent interactions and reduced cost-per-contact. Goes a long way to show that chat is a great service channel on the web, on smart phones and tablets like the iPad, provided it is done right and done smart. We have talked about the haves and the have-nots for chat ... (more)

Try it. Like it. Come back for more of it.

“20M Px experiences so far” “30% better CSAT scores with Px-powered chat over voice for the same queues” These are not random numbers. They prove beyond doubt that predictive interactions create experiential loyalty. These figures tell us that customers who try Wow!px (an interactive guide that helps customers complete their online journeys with both self-service and chat) on their own the first time consistently like it and come back for more. The more they use it the more they like it. Customers aren’t forced to use it by a deepening of IVR menus that frustrate, or a lack of ag... (more)

Experience - Using the :)

We talked about the significance of 'Performance' a while back when we started the three-part blog post titled "Getting chat right with Px ". Today, we revisit the subject to delve deeper into what makes chat work as we talk about 'Experience' and why it's so crucial to a successful chat program. ... (more)

CSAT measures - creating the right impact

Most of the analysis and outputs from CSAT surveys are focused on what needs to change at the contact center. Whether it is an improvement in agent performance or the type of training or “bringing up a center” to the network average, the call center agent directly come under the microscope. However a quick analysis [...] ... (more)

CSAT Surveys and Customer Satisfaction

I was recently talking to a few customers about their opinion on CSAT surveys. One of the interesting view points that came out was the actual number of CSAT surveys that were being done and the impact of that on CSAT. The typical average collection of survey data was around 1.5% to 2% of [...] ... (more)