Customer Experience

6 Must-Have Contact Centre Capabilities that Make Your Agents’ Lives Easier While Increasing Their Productivity 

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

How Lenskart Improved their SMS Campaign Operational Efficiency with Toku

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

The 6 Best Metrics to Assess Call Centre Agent Productivity Like a Pro

“Measure what is measurable, and make measurable what is not so.,” said Galileo Galilei, the renowned astronomer.     But what does measuring faraway galaxies and stars have to do with improving call centre agent productivity? Delivering stellar customer experiences, of … Read More

In-house And Outsourced Call Centres – How to Make Them Work Together as You Scale

When it comes to customer support, some companies strongly believe in keeping the call centre in house as it’s worth the additional costs. Meanwhile, other companies choose to look at contact centres as a ‘cost-centre’, and hence outsource the function … Read More

Elevating Customer Experience in Logistics: 5 CPaaS and CCaaS Use Cases that Deliver the Goods

When it comes to logistics, getting goods from point A to point B is just the tip of the iceberg. There are now multiple stakeholders involved in delivery, such as drivers, delivery personnel, customers, retailers, warehouses and customer support. Getting … Read More

How To Build an Omnichannel Customer Experience Your Buyers Actually Want

Building an omnichannel strategy to engage with customers is now the norm for businesses. However, too many companies think an omnichannel experience is all about throwing in every available communication channel in the multiverse at their customers, and then calling … Read More

How to shift customer experience from being a cost-centre to the centre of your business 

The last two years of the pandemic have left people longing for closer connections, especially with the brands they choose to engage with. It’s no longer enough to attract them based on brand, product, or price alone. Instead, according to … Read More

Hacking Customer Experience in APAC – 5 Strategies We Learned From Freshworks

After almost two years of adapting, transforming, and responding to unprecedented change, enterprises are now facing a new normal in customer relations. The reality is that consumers have embraced the ease and convenience of engaging online, yet still demand a … Read More

Customer Experience-Driven Contact Centre: The Key Differentiator Hiding in Plain Sight

When it comes to building stellar customer experiences (CX) that delight customers and keep them coming back for more, the stakes have never been higher. According to a recent Zendesk CX report, as many as 61% of customers would leave … Read More

5 Ways to Improve Contact Centre Agents’ Productivity with a Hybrid Work Setting in 2022

Contact centre team leaders have faced some serious challenges during the Covid-19 pandemic. When the virus hit the news and governments started restricting movements and enforcing strict remote-working mandates, contact centres had to transition to remote working literally overnight. For … Read More