It’s Africa all the way, YES it is!

Quick quiz for you. QUESTION: Which one of the devices below you think is most suitable for mobile money transfer transactions? QUESTION: Which one of these shops below do you think will have a higher proportion of mobile payment transactions compared to cash/card transactions? QUESTION: Amongst all the mobile transactions around the world, which continent do you think…

The Sin of “SEND”. Are you a sinner?

If you have ever said or felt like saying “&*%$” after clicking on the the send button in your email then you are a sinner, a sinner who has committed the sin of “SEND”. One extreme “send sinner” in this video below cracks me up every time I see this video. (send sinner, I kind of like this term…

Linkedin Vs Glassdoor. Is it time to place the bets?

I have been an active user of Linkedin for a decade now and a big fan of the journey they have been through (& continue to). What started as a professional networking site has now emerged in to a platform for employers to identify and recruit top talent from their 400 million active users (& growing)…

Love hormones for employee well being!! What the heck??

I was introduced to Oxytocin in 2011 during a seminar on ‘organizational strategy & the next generation of leadership’ in New Delhi and since then it has been a topic of great interest and learning for me. But wait! Are you wondering“What the heck hormones have to do with organizational strategy & employee engagement??” I thought the same…

Dear startup CEO, you need a best friend – CCO.

Before we get started, think about any decent size startup including the darling unicorns of the startup universe who are on the verge of filing their IPOs. Search in Google “that company’s name customer service”. Say for example, “Snapchat customer service”. Look at all the search results in the first page. What did you find?…

Cooking your success!! Do you want to bake it, grill it or fry it?

A  few months back when I was changing roles internally, I was asked to share my thoughts on the topic of ‘career success & development’  in the all employee meeting of the departing business unit. In preparation, I started to research online and some popular books on the topic of ‘career success & development’. One…

Dissatisfied customer. The lonely soul who is often forgotten!!!

I still remember that day about 12 years back (roughly) and always will. It was a special day as a first time call center operations manager. The phone queues were throttled for an hour that day and had the peer call center staff up so my entire call center floor can celebrate the achievement of…

They don’t let you touch the bananas? Wonder why?

“I don’t know why, but this is how we have always done it!”.  Does this statement sound familiar? It has to be!! A statement that makes me want to giggle every time I hear it. Below is my favorite ‘5 monkeys’ video that helps articulate the severity and the impact of the “I don’t know” statement in any organization. “Why…

Your name is Jane? Yeah, right! What’s your real name?

Let’s start with this 30 second video that will explain the context behind the title of the post before we start talking about the details of it. Offshoring Vs. on-shoring customer service has been a decade long debate (if not longer) and there are very strong opinions on the both the camps (i.e. offshore and onshore)…

Outsourced vendor journey mapping. Do you have one?,

Customer experience mapping and customer service employee lifecycle mapping are two areas organizations have gained a thorough understanding through dedicated sources of intelligence internally as well as externally. The journey mapping for both customers as well as employees have helped organizations understand the key focus and failure points for these two most critical success drivers…

Driving your employee engagement. What do you think?

A decade after the dot com bubble burst and just a little while after the announcement of Lehman Brother’s collapse, the employee behavior research groups started getting traction and recognition from corporate America on the impact the dis-engaged workforce had on the overall organization and the industry as a whole. The mood was to move away from the…

How Omni-channelized is your customer service strategy?

Two interesting contact center experiences in the last few weeks made me choose this topic, How Omni-channelized is your customer service strategy? Before I share the two experiences, the video below is one of my personal favorite Omni channel contact center commercials, what I love about the storyline is the customer’s ability to engage with…