As we enter a post-pandemic environment, customers perceive more proactive service standards and personalised interactions as a given. To support this demand, organisations must evolve their communication channels. However, there is a significant gap in our understanding of what exactly … Read More
If you are an enterprise that wants to improve customer experience by eliminating call fraud, here’s what you need to know. Because different countries use different telecommunications technologies, it’s near impossible to have a consistent, cross-border solution that handles fraud. … Read More
As a cloud communications provider that empowers businesses to build seamless customer experiences, building our own cloud contact centre was always something in the pipeline. As a rapidly growing section of the ‘as a service’ technology model, it was something … Read More
Telecommunication fraud – also known as “scam calls” or fraudulent calls – has become a huge problem for everyone. Consumers are getting numerous unwanted calls more frequently. In Singapore, victims in the country lost at least S$633.3 million to scams … Read More
Scams via phone calls or SMS continue to rise in Singapore with overall scam cases in the country spiking to over 23,000 cases in 2021. Despite some efforts from brands, there is still some work to do here. To get … Read More
Customer Relationship Management (CRMs) and contact centre platforms are two commonly used systems in every business today. Salesforce is one of the most popular CRMs that helps business owners easily track all communications and nurture relationships with their leads and clients. It … Read More
Many businesses aim to exceed expectations with little delights – like warm chocolate chip cookies waiting for you in the hotel room. However, research from Gartner shows that exceeding expectations, or delighting customers, has little impact on customer loyalty and actually … Read More
Would you use a baby monitor that only alerted you that something was wrong one day later? Exactly. The same idea applies to modern high-performance call centres where knowing what happens in real-time and being able to act on the … Read More
You ordered a pizza two hours ago, and it’s nowhere in sight. So, you try calling customer service and what happens? You are greeted by the sadly familiar (and annoyingly polite), ‘Thank you for your call! All our agents are … Read More
Lenskart is a rapidly growing Indian omnichannel direct-to-consumer eyewear retailer with its eyes set on expanding operations worldwide. Presently, the company is using its headquarters in Singapore to expand into Southeast Asia, and gearing up to scale in the Middle … Read More
