A shift from Shared Services Centres (SSC) to Global Business Services (GBS): Think Globally, Expand Rationally, Execute Strategically Shared service centres (SSCs) were created with the objective of demonstrating and delivering business value to internal stakeholders in accounting, procurement and IT support etc. SSCs are a unique combination of people, processes, and technology that support enablement functions in: Consolidation and …
Travelling is the ultimate wonder drug for Humans. Numerous studies & scientists link the DRD4 genome in human DNA, to our longstanding desire to travel. Justin Garcia, a biologist from Indiana University’s Kinsey Institute told Travel + Leisure that our biological history can be related to the modern-day travel wanderlust. Billions of humans are wired to travel, feeling it as an …
When a company’s customers increase, it leads to more profits, and every day feels exciting. It’s a great feeling to see your business grow. However, when a business grows, so does its demands and if your business is not equipped to take care of these demands, it can present challenges. To help take off this weight, automating processes in ecommerce …
Ecommerce companies in the recent past had to rely on their own intuition to understand customer’s buying behaviour to make key business decisions. Even though companies were tracking historical data on the customer’s online journey, they didn’t know how to use this data to their advantage. Today, if your business is trying to gain a foothold at a time when …
Have you ever bought a gadget but hardly used it? Not because it was outdated; but because there was hardly any need to buy it. Let’s face it; today’s gadgets can be upgraded/updated and sustained with a decent amount of time. But because we feel the need to possess the latest technology to perhaps compete with our peers or friends, …
This is the age of rising customer expectations. A recent study indicates, 80% of the consumers who ask a brand a question on social media expect an answer on the same day. This increasing demand in service levels require contact centers to take necessary action to achieve customer delight or get squeezed out by the competition. Automation is one such …
Understanding the uberized working model If one has to explain uberized customer service in a single line, it will be ‘fulfilling customer service request on demand through a flexible and virtual workforce in the shortest possible time frames.’ The biggest enabler of this model is the expanding gig workforce across the world led by diverse agent profiles – more industry …
The transition to working from home has driven the need to a different kind of workforce collaboration. The situation we are in has forced us to accept a new way of working, a new way of education, entertainment consumption etc. The pandemic in a way has worked as a catalyst that has exposed vulnerabilities of many organizations. Several companies have …
As airlines try to beef up their schedules for the summer, even though the number of flights will be lesser and airports will mostly seem like ghost towns, no one really knows how soon tourism and business travel in particular will recover. As we wait at home, waiting for a hint of normality, we find ourselves wondering how business travel …
Companies today understand that they are in the customer experience business. When dealing with customers, they must keep in mind that as situations change, so do the customers’ expectations. In today’s times, brands don’t want to lose the opportunity to go beyond customer’s expectations, any opportunity to deliver a tiny bit more than the customer’s expectations will foster engagement and …