Indo-Chinese cuisine. Over the last two decades, the Indian community across the globe has widely accepted this as a popular weekend cuisine. When a group of colleagues from our international offices visited us for a conference, I decided to give them a flavor of the Indo-chinese cuisine at Inchin’s Babmoo Garden, a popular restaurant in Sunnyvale, California. After an all…
Tag: Call Center
Ring the bell, if you’re treated well! Behavior engineering lessons from a road side food truck.
I knew that the evening was going to be slow with my wife visiting her cousin for a couple of days with our toddler. Felt super lazy, definitely not in the mood to cook nor was I in a mood for fine dine. Fast food sounded like a great idea and my taste buds begged for some…
Customer experience lessons straight from the toilets of Singapore airport
I am a frequent visitor to Singapore but for this time around, it was just a 45 minutes transit at the Singapore Changi airport and I was NOT looking forward to it. Especially after missing my flight from Seoul to Kuala Lumpur (my final destination) because of the flight delays at Detroit (my origin) and then staying…
Recession 2016?? So, customer service??
The global financial situation has been fluctuating since the dawn of the 1st day in the new year (2016). And the analysts predict a far more tougher recession in 2016 than the one we had in 2008. I am not a financial expert to validate the recession forecast nor I want a recession in 2016. BUT…if we…
How customer centric is your customer service? Are you ready for a reality check?
There are hundreds of books and thousands of articles written on customer service culture and customer centricity. Leaders spend tens and thousands of hours debating what customer centricity means in contact centers and how to drive a culture of customer centricity in an organization’s customer service department . I think it’s pretty simple and straight forward and not…
Building your customer service brand. It’s time!
It’s competitive out there! VERY. Having a great product is SUPER important but having a marketing strategy and building a brand around the product is a SUPER- DUPER important aspect of remaining competitive in the market. Along the lines of the same fact; having a great customer service department centered around a best in class customer experience…
2016 New year customer service resolutions, how I wish!
It’s that time of the year. Most wonderful and happening time. Everyone is thinking of spending happy times with family and friends, a season of love, gifts and laughter. As we step in to the new year with a hope for more prosperous and productive 365 days, lets not forget the reason for our prosperity…
4 Strategic customer service pillars you can’t ignore
Gone are the days when customer service was viewed as an overhead and a non-value add cost center. We have come a long way from there. In today’s prevailing dynamics, an organization’s customer service capabilities can be the competitive advantage in the market place and organizations have started to build their entire brand around their customer service capabilities….
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)…
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…
Contact center pricing, are you getting the best of it? How do you know?
Choosing the right pricing model for outsourcing your contact center is critical to the long-term success for the client as well as profitability and business stability of the outsourcing partner. The pricing model can also be a performance driver if the right model is chosen. The type of pricing model you choose for your engagement…
Strategic call center offshoring model, Do you have one?
Offshoring is an integral part of volume mix strategy in any high volume customer service organization. However, does your organization have a long-term offshore-onshore strategy defined in line with your organizational and customer ecosystem balancing a healthy offshore-onshore mix? Do you have a logical segmentation that defines your volume mix? Are you able to articulate…
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