What Makes Emerging Technologies The Future Of Customer Experience?
In today’s digital world, the relationship between company and customer is changing dramatically, as customers face more choices and industries become| Servion Blog
Princeton, NJ (September 18, 2024) — Servion Global Solutions announced today that TMC, a global, integrated media company helping clients build communities via in person and digital marketing campaigns, has named them a recipient of a prestigious 2024 Workplace Excellence Award for Tech Culture. Launched in 2015, The TMCnet Workplace Excellence Awards for Tech Culture […] The post Servion Global Solutions Named a 2024 Workplace Excellence Award for Tech Culture Recipient by TMCnet appear...| Servion Blog
I frequently encounter inquiries about the actual benefits of integrating AI in contact centers and whether it truly yields measurable advantages, or if it’s merely another overused business term and a facade for marketing purposes. The answer to this is straightforward: “Yes.” It is indeed real, with tangible use cases and substantial benefits. However, before […] The post AI in Contact Center: Reality or Bubble? appeared first on Servion Blog.| Servion Blog
Many enterprises continue to rely on on-premises contact center technology stacks. Transitioning to a Contact Center as a Service (CCaaS) suite undoubtedly offers greater opportunities for enhanced customer service capabilities. However, it is crucial to understand the practical implications and challenges that arise when transitioning from on-premises solutions to the cloud. The reality and ground […] The post Enterprise CCaaS Migration: The Reality appeared first on Servion Blog.| Servion Blog
Artificial intelligence (AI) has emerged as a powerful tool for transforming customer experience. At its core, AI is the simulation of human intelligence in machines programmed to think and learn like humans. In the context of customer experience, AI involves using advanced algorithms and machine learning techniques to automate processes and enhance customer interactions. One […] The post What is AI in the context of Customer Experience? appeared first on Servion Blog.| Servion Blog
C-Zentrix, the trailblazing name in the realm of contact center technology, has just sealed a groundbreaking partnership with Servion to offer cloud-based omnichannel and AI-powered contact center solutions. Plugging the void between different communication channels, we are ecstatic to offer a never-seen-before Omnichannel Customer Experience. With technology playing an ever more vital role in the […] The post C-Zentrix Partners with Servion to offer cloud-based omnichannel and AI-powered c...| Servion Blog
The Average Handling Time (AHT) remains a crucial metric in contact centers, despite the evolving landscape of customer service. It’s a key indicator that helps balance cost control with quality customer experience. AHT measures the average duration of customer interactions, including talk time, hold time, and after-call work, thus giving a comprehensive view of an […] The post Average Handling Time (AHT): still the lynchpin of contact centers management? appeared first on Servion Blog.| Servion Blog
The adoption of Electric Vehicles (EVs) and Artificial Intelligence (AI) in customer experience is a topic of great interest and debate. Both technologies promise significant advancements but face unique challenges that slow their mass adoption. Similarities and differences in the obstacles faced by EVs and AI span infrastructure needs, public perception, and technological maturity. 1. […] The post The Road to Adoption: ChatGPT is the EV of customer experience appeared first on Servion Blog.| Servion Blog
Migrating from Traditional to Conversational IVR: Modernize Your Goldmine Interactive Voice Response (IVR) systems have long been a staple in customer service, but rising customer expectations demand a shift toward more advanced solutions. Traditional IVRs often fail to deliver an effortless experience, resulting in customer dissatisfaction. However, the emergence of next-generation IVR systems, called Conversational […] The post How to migrate from traditional to conversational IVR appeare...| Servion Blog
Customer service is a crucial aspect of any business, as it directly impacts customer satisfaction, loyalty, and overall brand reputation. However, despite advancements in technology and the availability of various customer service channels, it is still not uncommon to encounter poor customer service experiences. This raises the question: Why is customer service still a challenge […] The post Why is customer service still a challenge in today’s business landscape? appeared first on Servio...| Servion Blog
In the wake of the COVID-19 pandemic, businesses across the globe have experienced a paradigm shift in the way they operate. The traditional brick-and-mortar call centers have given way to virtual contact centers, where customer service agents and sales professionals work remotely. This transition to remote call centers has not only allowed companies to continue […] The post The Evolution of Remote Call Centers: Enhancing Customer Experience in a Virtual World appeared first on Servion Blog.| Servion Blog
Let’s start with three data points. In 2016, an Evans Data Corp study revealed that the biggest fear of programmers was to be replaced by AI. In 2017, a team of DOE (Department of Energy) researchers asserted that by 2040, machines will write most of their own code. In February 2023, the Bureau of Labor […] The post What does AI mean for software development? appeared first on Servion Blog.| Servion Blog
It’s July 6, 2023, and here we are. The ChatGPT tsunami that started about nine months ago, while still quite potent, is abating. According to Similarweb, the traffic to the ChatGPT website decreased by 9.7% from May to June, and unique visitors dropped by 5.7%. There is no denying an extraordinarily high interest in generative […] The post Customer Experience and ChatGPT, nine months in appeared first on Servion Blog.| Servion Blog
Princeton, United States – 12 June 2023 – Servion Global Solutions, a leading contact center and customer experience (CX) solutions provider, is proud to announce that it has achieved the prestigious Cisco Powered™ Services certification for Webex Contact Center and Cloud Calling. As a certified Cisco Gold provider, Servion has demonstrated proficiency in implementing these solutions, ensuring […] The post Servion achieves Cisco Powered™ Services for Cisco Webex Contact Center and...| Servion Blog
Partnership will deliver AI-powered solutions to address the complexity of modern contact centers and help eliminate outages, downtime, and broken customer journeys Hammer, the leading global provider of end-to-end contact center testing and CX assurance solutions, has announced a strategic partnership with Servion, a leading contact center and CX solutions provider, to speed up the […] The post Hammer and Servion Announce Strategic Partnership to Accelerate Deployment of End-to-end CX Assu...| Servion Blog
Artificial intelligence (AI) and customer experience (CX) are becoming a great match, as CX industry success stories reveal. One of the latest trends in AI adoption by companies is the use of large language models like ChatGPT-4 in AI customer experience solutions. Chatbots powered by ChatGPT-4 are bringing a significant change to customer experience, enabling […] The post ChatGPT-4 Adoption and Use cases in Contact Centers appeared first on Servion Blog.| Servion Blog
Do you understand all the touchpoints your customers have and/or use to engage with your organization? You’re not seeing the full picture if you only monitor contact center activity. Today’s customers interact with brands in seemingly infinite ways, from viewing ads on social media to reading reviews to visiting stores and engaging in online communities. […] The post From Interactions to Journeys: How to Start Managing CX Holistically appeared first on Servion Blog.| Servion Blog
The contact center agent is one of the most intensively monitored occupations in the world. Admittedly, in recent times, employee monitoring and surveillance have increased, and we have seen the advent of tools tracking workers both at the office and in the field. In a contact center, from the moment they log in to the […] The post Why isn’t anyone talking about contact center reporting? appeared first on Servion Blog.| Servion Blog
The pressure is on. Your call center is maxed out, you don’t want to add any more telephone agents, your company is going through a digital transformation, growth is not what it used to be, cost reduction is in the air, and everybody is asking you what you can do in terms of automation. The […] The post How to choose a chatbot? A few tips for a sound investment appeared first on Servion Blog.| Servion Blog
The ultimate aim of customer service is to ensure customers receive measurable value in the expected timeframe. While many associate proactive communications with collections or telemarketing, proactive outreach includes many use cases that enable you to deliver a high-quality user experience throughout the customer’s journey. A few examples of proactive outreach include sending follow-up emails […] The post Proactive Outreach in Customer Service, Impact and Use Cases appeared first on Se...| Servion Blog
Customers are buying and the economy is growing, but is your contact center hurting? Contact rates are at an all-time high and agent staffing is at an all-time low. How do you handle more inquiries using fewer (or at the very least, the same) resources? This is where Artificial Intelligence (AI) and omnichannel come into […] The post Why AI and Omnichannel Are Today’s Top CX Investments appeared first on Servion Blog.| Servion Blog
Worried about the economic slowdown? Most executives are, and they’re going into cost-cutting mode. One area you should not decrease investment in, however, is your contact center. Personal consumption is growing year-over-year, and contact rates are growing right along with it. What happens if your customers try to engage with your business and there’s sloppy service […] The post Cutting Corporate Spending? Don’t Touch Your Contact Center appeared first on Servion Blog.| Servion Blog
As the world economy faces challenges, many business executives curtail their investments and set stricter priorities. While there are risks associated with any investment, there are also opportunities that can be found during times of economic turmoil. Even in uncertain times, investing in customer experience is a safe bet. Why? Because happy customers are loyal […] The post Why investing in CX is all the more critical in an uncertain economy appeared first on Servion Blog.| Servion Blog
The old “frog in boiling water” metaphor accurately describes today’s financial services industry. Disruptive technologies like AI and automation? Crank the heat up. Cybercriminals with a penchant for high-risk industries? Turn it up a little more. Fintech start-ups and tech giants competing for market share? It’s simmering now. Did you hear about the Great Resignation? […] The post Leveraging Digital Engineering for Digital Transformation in Financial Services appeared first on Ser...| Servion Blog
A high-performance customer service culture is all about maximizing employee performance without damaging their satisfaction, engagement, or morale. This culture makes the difference between a revenue-generating contact center where experiences and relationships thrive and a cost center where agents are no more than a number. Do your agents feel listened to and valued? Do you foster […] The post 5 steps for building a high-performance customer service culture appeared first on Servion Blog.| Servion Blog
The CX and contact center solutions provider will plant one tree for every contact center agent license sold, deployed, or managed. Princeton, New Jersey: Servion, a leading contact center and CX solutions provider, announced a new reforestation initiative dedicated to continuing in the spirit of National Forest Week in the United States. To contribute to planting […] The post Servion Announces New Reforestation Initiative With the “One Agent, One Tree” Campaign appeared first on Servi...| Servion Blog
If you still look at the contact center as a cost center where customers press 1 for X and 2 for Y, it’s only a matter of time until your business will lose customers. Digital transformation, remote work, and evolving CX expectations are just a few things fundamentally changing the way contact centers operate. Companies […] The post Four Core Areas for Contact Center Transformation appeared first on Servion Blog.| Servion Blog
Servion has received the “HR Company of the Year” award for employee engagement at the 20th Edition of the Business Leader of the Year organized by the World HRD Congress and Economic Times. This award recognizes Servion for its leading people-focused initiatives to actively engage diverse teams and improve alignment with evolving business goals. World […] The post Servion wins HR Company of the Year Award appeared first on Servion Blog.| Servion Blog
The job of a contact center agent is more than picking up a phone. It requires a highly skilled, organized, multifaceted person who can make a fast impact in the workplace and on the customer experience. Just as the call center has evolved through the decades, changing in name and scope of functionality, so too […] The post The Ultimate Guide to Creating the Contact Center Super Agent appeared first on Servion Blog.| Servion Blog
You love that your bank offers click-to-call directly from their website and mobile app. You don’t have to search for a customer service number, and you can skip repetitive authentication questions if you’re already logged into the app. You’re connected with a friendly service representative, but that’s as far as you get until things start […] The post 5 Ways to Improve First Call Resolution and Increase Response Rate appeared first on Servion Blog.| Servion Blog
Even before the Great Resignation, contact center agents have said in numerous studies that the companies they work for don’t provide the right tools to address customer service challenges. Imagine constantly lacking the technology needed to help customers effectively. Emboldened by a pandemic, you’d probably leave too. There’s only so much customer frustration you can […] The post How to Retain Contact Center Agents in a Digital, Work-from-Home World appeared first on Servion Blog.| Servion Blog
Digitization is non-negotiable for organizations, and the benefits for those getting it right are clear. Companies considered ahead of their peers with digitization initiatives report 40% improved operational efficiency, 36% faster time to market, and 35% improved customer experience. Yet most companies face a series of challenges throughout this transformation process, from strategy to technical […] The post Five Rules for Becoming a Successful, Digital-first Organization appeared first on...| Servion Blog
Cloud contact center adoption has grown among large enterprises to the point where this segment now holds the largest share of the global CCaaS market. Key drivers of this transition are digital and self-service capabilities, cited as top priorities by contact center professionals in 2021. As the world grows more interconnected and customer expectations continually […] The post Digital and Self-service Are Fueling Enterprise CCaaS Adoption. Here’s Why appeared first on Servion Blog.| Servion Blog
Everything we do today is about experiences, and customers expect seamless and connected experiences. From the way we eat (Instacart, Uber Eats) to how we shop and bank (mobile apps, intelligent assistants), experiences are far more valued by customers today than standalone products and services. This has brought about the experience economy, in which a […] The post It is All About Experience Management: Here’s How to Get The Right Platform appeared first on Servion Blog.| Servion Blog
There’s no denying the power of Conversational AI. In a 2021 study conducted by IBM, 99% of companies reported an increase in customer satisfaction due to using conversational AI solutions like virtual agents. Leaders went on to see higher first contact resolution, containment, and better intent recognition. That has dramatically reduced call abandonment rates, re-routes, and […] The post The Importance of Continuous Improvement in Conversational AI appeared first on Servion Blog.| Servion Blog
The old “frog in boiling water” metaphor accurately describes today’s financial services industry. Disruptive technologies like AI and automation? Crank the heat up. Cybercriminals with a penchant for high-risk industries? Turn it up a little more. Fintech start-ups and tech giants competing for market share? It’s simmering now. Did you hear about the Great Resignation? […] The post Embrace Digital Transformation with 5 Digital Engineering Best Practices appeared first on Servion Blog.| Servion Blog
Speech has always been an essential part of the customer experience, especially when we need to speak with an agent about a complicated issue or to air a grievance. However, over the last few years, speech has also become a crucial part of customer self-service, allowing us to handle daily requests like paying a bill […] The post Why Every Company Should Make Conversational AI Part of their Self-service Strategy appeared first on Servion Blog.| Servion Blog
Chennai, November 24, 2021 : Servion, a leading contact center and CX solutions provider announced a new partnership with Genesys to help deliver world-class scalable cloud center and omnichannel customer experiences. Servion will leverage the power of the Genesys technology ecosystem, combined with our custom-built solutions to help clients deliver seamless and personalized customer experiences across […] The post Servion Partners with Genesys to Deliver World-class Contact Center Solut...| Servion Blog
The contact center has changed, and so too has its requirements. Tools and technologies need to be faster, smarter, and more flexible to meet current and future customer, agent, supervisor, and organizational needs. Translation: contact centers need to be AI-enabled. Eighty percent of CX leaders polled this year by Talkdesk say they believe AI will […] The post 80% of CX leaders believe AI enhances the Contact Center. Here’s how to start benefiting appeared first on Servion Blog.| Servion Blog
The public sector looks completely different in the wake of a global pandemic: COVID-19 forced governments to provide public services differently. AI and automation technologies have become significant investments for proactive outreach (anticipating citizens’ needs versus managing demand reactively) and offsetting high call volumes using digital self-service applications. Digital technology has opened the floodgates to […] The post How Does the Public Sector Benefit from CCaaS? appeared ...| Servion Blog
Dubai, United Arab Emirates, and New Jersey, USA – 5 July 2021: Seed Group, a company of the Private Office of Sheikh Saeed bin Ahmed Al Maktoum, has announced a strategic partnership with New Jersey-headquartered Servion Global Solutions, a leading contact centre and customer experience (CX) solutions provider. This agreement aims to facilitate the digital […] The post Seed Group partners with US-based Servion to help Middle East firms improve Digital Customer Service appeared first ...| Servion Blog
Adoption of contact center AI technologies like conversational AI, process automation, automatic call routing, and intelligent workforce engagement has grown dramatically in recent years and reached new heights during the COVID-19 pandemic. Though most companies report benefits from these AI deployments, research suggests a standstill when it comes to continuously optimizing AI and scaling its […] The post Managed Services for AI: Scale, Protect, and Continuously Improve appeared first on S...| Servion Blog
A 2020 report from Zendesk found that 69% of customers will first try to resolve an issue themselves before talking to a human, a number that is feasibly higher now due to COVID-19. With phone lines exhausted and storefronts shut down for over a year, customers have had no choice but to become more autonomous […] The post COVID Hyper Accelerated Self-service: Here’s what organizations must do now appeared first on Servion Blog.| Servion Blog
The concept of omnichannel customer experience – in which companies aim to provide a set of seamlessly integrated channels that cater to customers’ preferences and deliver the most efficient resolution – has been around for over a decade, yet many brands fail to deliver an effective omnichannel experience for their customers. Now in the wake […] The post Reevaluating your omnichannel customer experience (CX): What matters most appeared first on Servion Blog.| Servion Blog
Technologies such as cloud, AI, and big data are now commonplace in contact centers’ customer-agent interactions, but what about the network infrastructure underneath? IT and business leaders are dealing with increased management complexity, lack of centralized visibility, and poor security across different clouds, networks, applications, and data. New research shows that more than 70% of […] The post Why SD-WAN is essential for the modern, connected contact center appeared first on Servi...| Servion Blog
Changing market trends and the disruption of a global health crisis have placed unprecedented pressure on customer service operations. As a result, we are seeing more organizations standing up a Customer Experience (CX) Center of Excellence (COE) to drive long-term value and deliver service experiences that surpass that of their competitors. A COE is a […] The post Creating a CX Center of Excellence – Their Benefits, Insights, and Examples appeared first on Servion Blog.| Servion Blog
Evolving customer behaviors and expectations, combined with the first-time impacts of a global pandemic, forced organizations to accelerate a shift to cloud for better agility, capacity management, security, disaster recovery, customer experience, and data consolidation. But what makes for cloud success? Businesses are wowed by new cloud technologies and quickly deploy them to solve specific […] The post Why Servion for Cloud — Successful Strategies, Satisfied Customers appeared first on ...| Servion Blog
Research shows 57% of customers will increase their spending with a brand they feel “connected” to. This means more than “just” customer service. It means creating meaningful service experiences based on a deep understanding of who customers are: what they like, dislike, how they’re feeling in real-time, why they do what they do, and what […] The post It’s not about “just” Service, it’s about experiences: Impress your customers with AI and Automation appeared first on Serv...| Servion Blog
The proliferation of cloud software, changing customer behaviors and expectations, and the pressures of the global health crisis are driving explosive growth in cloud contact center services. But moving your on-premises contact center to the cloud is one of the most significant technology shifts your business will face. In an industry flooded with options, how […] The post How to adopt the right Cloud Contact Center Solution for your business appeared first on Servion Blog.| Servion Blog
Ninety percent of executives polled by McKinsey say they believe the pandemic will fundamentally change the way they do business over the next five years. What does this mean for the contact center? More change, more technology, and more complexity, which requires a greater hand in managing it all. Before we get into the need […] The post COVID-led disruption is driving explosive growth in Managed Services for the contact center. Here’s what to consider. appeared first on Servion Blog.| Servion Blog
Service expectations are evolving faster than most contact centers can keep up. Customers want personalized and proactive engagement, easy self-service capabilities, and seamless connection across every touchpoint, interaction type, and device. At the same time, agents yearn for greater autonomy and access to unified customer data to better meet these evolving service needs – wherever […] The post AI-enabling Your Contact Center is Inevitable. Here Are Two Options from Amazon and Google a...| Servion Blog
Servion, a leading Contact Center and Customer Experience (CX) solutions provider, was announced the winner for “Leading best practices in Employee Engagement” at the PeopleFirst HR Excellence Awards, 2020, the most coveted, sought-after, longest-running awards in the field of HR. PeopleFirst is a well-known organization in the industry that every year recognizes the professionals and […] The post Servion wins the prestigious PeopleFirst HR Excellence Awards, 2020 appeared first on Serv...| Servion Blog
2020 has become a real-life case study for cloud-based services, including the contact center. According to Forbes, 66% of global contact centers that are not using cloud today are planning to accelerate their move to Contact Center-as-a-Service (CCaaS) as a result of the COVID-19 pandemic. The cloud enables contact centers to be more flexible and […] The post Not Getting All You Want From Your Cloud Contact Center? Take These Steps appeared first on Servion Blog.| Servion Blog
Organizations worked fast in 2020 to move their contact center employees to a remote work model (at Servion, we were helping customers – many that provide essential services – transition tens of thousands of agents to a secure, at-home setup nearly overnight). Now, the question becomes how to efficiently supervise this newly distributed agent workforce […] The post The world is now working from home. What does that mean for workforce management and customer data protection? appeared fir...| Servion Blog
Customers want faster, more efficient, and more personalized service – and more often than not, they want to service themselves. Automated self-service has quietly emerged as the new norm, from interactive kiosks in banks and airports to smart shopping carts to contactless check-in and check-out at hotels. The goal is to empower customers to find […] The post How automated self-service improves customer and business outcomes – Insights and examples appeared first on Servion Blog.| Servion Blog
The big selling point of the cloud technology for many years was its ability to ensure business continuity given a disruption. But no one ever believed that we would have a real continuity issue in the business world, until COVID-19. The global outbreak of the COVID-19 pandemic has changed all our assumptions. It has shown […] The post Adapting cloud telephony solutions during COVID-19 appeared first on Servion Blog.| Servion Blog
Successful businesses understand the importance of contact center innovation, and they’re focusing on Contact Center-as-a-Service (CCaaS) to better compete in a new reality of customer (and employee) experience: Greater agility: There are high expectations for brand engagement today, and customers expect companies to meet their pace of innovation. Cloud solutions enable faster innovation to stay […] The post Most businesses are accelerating their move to CCaaS. Here is how to plot yours a...| Servion Blog
Virtual assistants (VA) have been around for some time now. But the recent improvements in artificial intelligence (AI) and machine learning (ML) technologies and the popularity of hands-free capabilities have led to the widespread adoption of virtual assistants, especially among millennial and Gen Z generations. More and more consumers turn towards virtual assistants to have […] The post Conversational virtual assistants – How to enable superior mobile experience appeared first on Servio...| Servion Blog
COVID-19 pandemic has been an eye-opener for contact centers, who were hesitant to migrate to the Cloud from their legacy on-premises technologies for any reason! They were ill-prepared to deal with a global crisis at this scale with no business continuity plan in place. Without remote functionalities necessary for their agents and supervisors to urgently […] The post Best practices to improve cloud contact center security appeared first on Servion Blog.| Servion Blog
Customer experience is the feeling that every customer takes away after every interaction with a brand. It is the moment of truth that can make or mar your brand’s image. A strong customer experience has proved significant results in terms of consumers, sales, and loyalty. But many consumer-facing organizations struggle to find the way out […] The post Next-gen customer experience (CX) in a post COVID-19 era appeared first on Servion Blog.| Servion Blog
Nothing could be worse than being stuck in an old IVR (Interactive Voice Response) with a maze of frustrating self-service menus that neither connect with a contact center agent nor give any solution! In our lives, we all have gone through this misery while contacting consumer support centers to solve a simple problem or ask […] The post Conversational IVR is the new game-changer appeared first on Servion Blog.| Servion Blog
Computer Telephony Integration, or CTI, is a technology that allows a phone system to connect to computer programs such as CRM. Linking the call and caller data, today’s contact centers take advantage of CTI to gain several benefits. A CTI helps organizations gain a 360-degree view of the customer, personalize each customer-agent interaction, cut down […] The post CTI connectors – Integrating communication platforms for better Customer Experiance appeared first on Servion Blog.| Servion Blog
Automation has been increasing everywhere with robotic process automation (RPA), seen as a catalyst for positive digital transformation. According to McKinsey, by 2025, robotic process automation will have an economic impact of nearly $6.7 trillion. With RPA, companies can simplify mundane tasks to drive continuous business improvement and execute repetitive, rule-based information processes, allowing employees […] The post How to choose and implement RPA for your business appeared first on...| Servion Blog
Automation has been around for centuries. Its history is extensive and can be traced back as early as 300 BC, where Greeks and Arabs used it to keep accurate track of time. Since then, the landscape of technology and innovation in our personal and professional lives has undergone massive changes. Having paved the way for […] The post Get to know all about RPA in under 15 minutes appeared first on Servion Blog.| Servion Blog
As worldwide concern over the COVID-19 pandemic continues to grow, contact centers across the globe look for ways to continue supporting their customers predominantly from industries like medical, travel, banking, retail, telecommunications, and insurance, where the interaction volumes have doubled and even tripled in the past few weeks. Companies large and small are hurrying up […] The post COVID-19: Ensure a quick and seamless cloud migration with Servion appeared first on Servion Blog.| Servion Blog
Ensuring compliance at contact centers today requires managers to navigate through a long list of regulations and standards in a changing regulatory environment. It is a resource-draining task for managers, compliance, and IT professionals! According to a NICE survey in 2019, 88% of contact center professionals highlighted the pressing need to implement a proactive and […] The post How automation can enforce regulatory compliance appeared first on Servion Blog.| Servion Blog
Do you know that over 25% of all data breaches that occur in a year target hospitals and healthcare facilities? The second most at-risk type of data after social security numbers, health information continues to be a treasure trove for cybercriminals. In 2019, nearly 32 million medical records were exposed in June alone. Why do […] The post HIPAA privacy and security compliance simplified appeared first on Servion Blog.| Servion Blog
Robotic Process Automation (RPA) is far from new. For the past 30 years, it has been evolving on an unimaginable scale, from an era of mainframes, screen scraping, and optical character recognition to today’s smartphones, machine learning, and artificial intelligence. Going beyond its status quo of automating repeatable, high-volume workflow tasks to maximize cost efficiency […] The post Contact Center RPA: Going beyond the normal appeared first on Servion Blog.| Servion Blog
Enterprises are struggling with an ever-growing volume of customer interactions. Gartner has forecasted an increase of three and a half times in five years. Customer service organizations are turning to automation and self-service to cope with such an unprecedented growth. These initiatives, enabled by a slew of new technologies, have risen to the top of […] The post 5 Key Steps for Your Customer Service Automation Roadmap appeared first on Servion Blog.| Servion Blog
The rise of digital communications led many pundits to predict the demise of voice as a medium for customer communications. Speech plays a unique role though, and several technological developments are giving it a second life. Voice has remained pervasive for business communications. While analysts forecast that the explosion in the volume of customer service […] The post The Renaissance of Voice Communications appeared first on Servion Blog.| Servion Blog
Today’s customers interact with brands on different channels and devices. To deliver a smooth omnichannel experience that all tech-savvy customers expect from the brands today, their contact centers need to have excellent UX, professionally designed around a customer’s needs, behaviors, and preferences. Poor UX can lead to poor customer perception and business outcomes. Imagine this: […] The post UX design meets CX – Why does it matter? appeared first on Servion Blog.| Servion Blog
I’ve previously discussed how the customer experience (CX) imperative has been evolving for businesses. Now, CX is almost always interwoven with other digital transformation initiatives, both leveraging and depending on technology. For large enterprises and other companies, this means architecting a cohesive software stack, coupled with the transition to the cloud. When it comes to […] The post Building a Future-Proof CX Software Stack? Consider This appeared first on Servion Blog.| Servion Blog
Cloud adoption for contact centers has been accelerating over the past 18 months. Large enterprises are now choosing it as their target model. While the migration to a cloud contact center is straightforward for small and midsize operations, it is harder for organizations with over a couple of hundreds of seats. I want to discuss […] The post Cloud Contact Centers: No Longer ‘If,’ but ‘How’ appeared first on Servion Blog.| Servion Blog
5 Recommendations to make Work from Home Contact Centers more Effective Over the last weeks, the most urgent task has been to enable contact center agents to work at home. While not everyone is set up properly yet, most organizations are operational in this new model. They had to jump through hoops, of technical and […] The post 5 Recommendations to make Work from Home Contact Centers more Effective appeared first on Servion Blog.| Servion Blog
Focusing on Customer Experience helps Brands Function Better Guest Blog by Kartikay Sharma, CX Manager from Adobe Systems Quite often, we see that a new brand comes up in the market and captures a sizeable chunk of it. The sole reason why this happens is because of the brand philosophy to adopt customer-first thinking while […] The post Focusing On CX (Customer Experience) Helps Brands Function Better appeared first on Servion Blog.| Servion Blog
The Role of Good Customer Experience in Coworking Spaces Guest Blog by Ravindra M.K, Founder of BHIVE Workspace Customer Experience is very important in a customer facing business like Coworking Spaces. Co-working is not a pure Real Estate play as it involves a lot of other aspects too like Hospitality, Community, Experience & Technology. It […] The post The Role of Good Customer Experience in Coworking Spaces appeared first on Servion Blog.| Servion Blog
It’s the 21st century. We are inching towards the year 2020. But you may be wondering why that’s a special thing? Many organizations whether private, public or government-owned have always had a vision for the year 2020 and digital transformation is one of the main priorities. With 2020 just about eight months away, how does […] The post Engineering Digital Transformations For A Better Tomorrow appeared first on Servion Blog.| Servion Blog
Last week Servion and Selligent announced a strategic partnership, the first of its kind between a customer experience company and a marketing automation company. Let me tell you why we did it and what it means. The ‘why’ stems from the realization that historically these two domains have been distinct in their approach, buying centers, […] The post When Martech Meets Real-Time Customer Experience appeared first on Servion Blog.| Servion Blog
We are excited to announce that Laurent Philonenko has been appointed as its new CEO and Board Member. Based out of San Francisco, Laurent will lead the company through its transformative phase amidst the rapidly changing business landscape. Laurent brings with him over 30 years of experience, with a proven track record of serving successful […] The post Laurent Philonenko Joins Us As Chief Executive Officer appeared first on Servion Blog.| Servion Blog
When was the last time someone surprised you? It may have been a random gift that your best buddy gave you. Maybe even a surprise birthday or anniversary party. Gestures like these put a big smile on your face since you don’t expect it to happen every day. Come the month of February, it’s hard […] The post A Spoonful Of Customer Love To Make Your E-Commerce Brand A Lot Sweeter appeared first on Servion Blog.| Servion Blog
The meaning of the word ‘cloud’ has changed over the last decade. It has become synonymous to storage, computing, technology, databases, analytics and so much more. With customers at the forefront and expecting information constantly, enterprises need to step up and migrate to a technology that can stay ahead of the complex competitive environment. That’s […] The post Six Ways Cloud Contact Centers Can Improve Agent Experience appeared first on Servion Blog.| Servion Blog
Over the last two weeks, we saw the #10yearchallenge go viral. It showcased evident changes in the appearances of people and nature. It even led to the creation of memes. This brings us to the question of the hour, what was technology like ten, maybe twenty years back? How did people communicate and how has […] The post Conversational AI: Taking Human-like Engagement To A New Dimension appeared first on Servion Blog.| Servion Blog
Earlier in the healthcare industry, the doctor was the main custodian of the patient experience. Over the past decade, it has seen many changes. The power is shifting to the service ecosystem, and technology is playing a key role. However, the approach to medical treatment and service differs in each country. Whether publicly governed or privately […] The post Why Patient Experience Is The New Norm In The Healthcare Industry appeared first on Servion Blog.| Servion Blog
Globally, businesses – irrespective of the domain – are becoming increasingly aware of the advantages of cloud contact centers. It is more difficult than ever before to ignore the proven use cases of higher scalability, increased operational efficiency and improved customer experience – all from smaller investments. Whether private, public, hybrid or a mix of […] The post Key Factors To Consider Before Migrating Your Contact Center To The Cloud appeared first on Servion Blog.| Servion Blog
It’s 2019, and companies are no longer competing on products or pricing but on the type of experience they are delivering across customer journeys. Raise your hand, if you have ever paid a premium for a better experience. You are not alone, according to a Customer Experience Impact report by Harris Interactive/RightNow, because almost 9 […] The post Four Critical Contact Center KPIs For Customer Experience Success In 2019 appeared first on Servion Blog.| Servion Blog
The brick-and-mortar experience is the bread and butter of the retail world. But, not everyone likes sandwiches these days. Especially, younger generations who have emerged as gluten-free online shoppers. They seem to prefer to keep things digital. A click of the mouse, a tap of the button, a new window here, an OTP there – […] The post Will 2019 Sing The Blues For Brick-and-Mortar Experiences? appeared first on Servion Blog.| Servion Blog
When it comes to dealing with brands, customers have a clear idea of what they want. If they aren’t happy, they will let it be known. While enterprises have embraced new technologies to meet customer needs, it hasn’t always translated into seamless customer experiences. It is therefore important to re-examine your customer experience strategy, on […] The post Eight Trends That Will Shape The Future Of Customer Experience in 2019 appeared first on Servion Blog.| Servion Blog
IoT (Internet of Things) is changing everything. It’s converging the digital and the physical world. With it, we have entered a smarter environment where just about any device can be connected to another. Gartner says that it will be the most game-changing IT initiative since cloud computing. They predict that by 2020, a majority of new […] The post Internet of Things: No More A Stranger In The World of CX appeared first on Servion Blog.| Servion Blog
“You had me at hello” is every brand’s aspiration for great customer experience. The experience you give your customer the first time they reach out to you is always a make-or-break scenario. If you make it, then you have gained a customer for life, well almost. You just cannot let your guard down. You must […] The post Get Your Customer At “Hello” By Going The Extra Mile appeared first on Servion Blog.| Servion Blog
We apologize for the experience you’ve had. We will definitely help you get this issue resolved. Your refund has been processed. It will reflect in your bank account in the next 3-5 days. I will ensure that your issue is resolved in the next 24 hours. Be rest assured. What if customer experiences in the […] The post 9 Ways To Manage Spikes In Your Contact Center appeared first on Servion Blog.| Servion Blog
The world is changing and with each passing moment, the changes are manifold. With smarter technology, customer behavior is becoming dynamic. According to eMarketer, “internet adoption will surpass the halfway mark in 2018, when 51.1% of the world’s population will go online.” The growing adoption of the internet has led to changes in customer attitude. […] The post 9 Reasons Why You Need To Consider Live Chat appeared first on Servion Blog.| Servion Blog
We live in an era where almost half of the world’s population is connected to the Internet. A large percentage of them access it through mobile devices. The global mobile population accounts for 3.7 billion unique users who spend 7x more time on native mobile apps. Thus, it is not only imperative to deliver stellar […] The post How To Create Effective And Proactive Customer Service appeared first on Servion Blog.| Servion Blog
I have a sneaky suspicion that some people might be confusing the rise of artificial intelligence in the job market with the story-line from the Terminator trilogy. It has been gaining a fair amount of notoriety as the ultimate job killer. And if you believe the soothsayers – you can assume it is all over, […] The post Robots vs Humans: Terminate Your Fear appeared first on Servion Blog.| Servion Blog
A world run by robots, at our constant beck and call, this was something that we had foreseen. What we once called the technology of the future, has now become a reality. And with each passing day, the power and capabilities of it are increasing. And when we thought robots would aid our daily routines, […] The post Is Self Service The Icing On The Cake Of AI (Artificial Intelligence)? appeared first on Servion Blog.| Servion Blog
For any enterprise, there is one question that is always omnipresent, ‘How do we acquire new customers and retain our existing ones?’ The answer to that is quite simple, but we often miss out on doing what’s necessary. We need to be involved in the customer’s experience. We need to listen to what they want […] The post Upskilling In The Customer Experience Ecosystem appeared first on Servion Blog.| Servion Blog
“Hey, why did you cut the call you received just now even before answering it?” “I think it must be from one of those contact center agents trying to offer me either a credit card or a loan”. “Thank you for patiently listening to my queries”. “It’s my pleasure to help you”. “Look John, I […] The post 20 Important Contact Center Metrics To Track appeared first on Servion Blog.| Servion Blog
There’s data all around you. Everything you see, whether it’s a person, an automobile, or even an electronic device, has valuable data that needs to be collected. As you collect and store piles of it, you begin to realize that you don’t know what to do with it. But how do you gain valuable insights […] The post Are You High On Enterprise Data And Is It Affecting Your Customers? appeared first on Servion Blog.| Servion Blog
The strange thing about the global market acceptance of the term ‘millennial’ is that everyone saw it coming three decades ago. Ever since the late 90s when the word was coined, businesses — all over the world — have been adapting to the generational shifts in customer behaviour. Those who acted on it were put […] The post How Millennials Are Transforming The Healthcare Experience appeared first on Servion Blog.| Servion Blog
Manufacturing guru and statistician, W. Edwards Deming, encapsulates a data-driven mindset. He says, “In God we trust, all others must bring data”. Therefore, in this age where the customer is considered as king, data is an organization’s most valuable asset, and customer analytics is the key that unlocks the value of that asset. Customer analytics […] The post Unlock The Power Of Customer Analytics To Deliver The Best Brand Experience appeared first on Servion Blog.| Servion Blog
In today’s digital world, the relationship between company and customer is changing dramatically, as customers face more choices and industries become| Servion Blog
