How Call Centers Use Technology to Improve Customer Service

Whether we receive a call from a telemarketer or have a problem with a product or service, chances are we will all have an encounter with a call center. How the call center representative responds to us helps determine our loyalty to the brand they represent. One negative experience can taint our opinion and even … Continue reading How Call Centers Use Technology to Improve Customer Service

Customer Experience and Application Security – Requires a fine balancing act

There are people who are annoyed about poorly secured applications and equally good number of people annoyed about too many security measures in the applications leading to poor user experience. It is a common sense that neither security / nor experience has absolute limits and it is going to be a challenging job to achieve perfection … Continue reading Customer Experience and Application Security – Requires a fine balancing act

The New and Improved Right Now

The first time I heard about RightNow CX few years back was, when we considered it to be a competitor (being a Oracle partner we looked at all products outside the Red Zone to be competitors ;)) I was just dumbstruck by the features it provided and did some research and came to know that … Continue reading The New and Improved Right Now