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…
Tag: Outsourcing Strategy
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…
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…
www.balakarthik.com 