Customers have changed, products have changed, the way they interact with the products have changed, then why should the service desk be the same? It is time Legacy service desks move and give way to Modern Service Desk solutions. First Time Resolutions: Earlier, customers being able to connect to companies on their preferred channel itself … Continue reading Legacy Vs Modern Service Desks
Current technology have changed the way higher education industry works, the way education institute manage and engage students are changing. Institutions interact with students at different stage, level and with different objective. The entire student life cycle across different stages required dedicated strategy and focus. It could all start with Marketing and Communication, where institutions … Continue reading Innovating to Support CX and Student Experience with Oracle CX Cloud Solutions
Insurance is one of the industries with low number of customer touch points. But the business process and the possibilities are so complex, each touch point is a potential nightmare, or a potential opportunity. Customer experience for an insurance prospect starts with translating their requirements into the right insurance product. Many times prospects … Continue reading Delivering on Customer Experience and Digital Engagement in Insurance Industry
Traditionally, CRM self service portals used to be the web support channel for customers. Some companies extended this concept and used such portals for employee management, dealer management etc. However, such use cases are very minimal. Even today, majority of the self service portals in the market focus on these standard functions only: Register / … Continue reading New Age Customer Self Service Portals for CRM
An overview on Service ManagementService management in a Lehman’s term can be defined as work tactic that helps a business to manage its technology and processes and eventually deliver a great service at the most reasonable rate. It is a proper allocation of resources to bring the best business outcome. You can utilize service management … Continue reading Detailed Discussion on the Importance of Service Management
Admit it. As consumers, we've all felt frustration . . . the confusing IVR, the long hold, the uncaring support agent, the seemingly Draconian rules that cost time and money. It’s amazing more people don’t take to violence. But sometimes they do. Her name is Mona Shaw, a 79 year old with a heart condition. … Continue reading Guest Post : Have I Got Your Attention Now?
Today, our CRM Consultant Mr. Suresh conducted an introductory session on Oracle's popular CX Product "RightNow". Sharing our notes from this event, in Mind Map format. Click Here to view the Mind Map in Full Size : http://www.flickr.com/photos/crmit/7870772132/sizes/l/in/photostream/