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 …
Customers play a crucial role in every organization. Brands that are successful have consistent customer focus, which makes them stand out in the crowd. Companies largely rely on consumer data and analysis to understand customer journey and behaviour better. Consumer data can be gathered from various sources and applied to operational practices to provide a better experience. There is decent …
While airlines, hotels, cruises and other travel and tourism based sectors are keen on the return of passenger volume, they are aware that much of it will not be the same. Every day a new update comes up on the irrevocable changes that the COVID-19 pandemic will bring to travel and tourism. Many are optimistic and realistic about the shift …
With the financial strain caused by the impact of COVID-19, several companies have been forced to focus their financial resources into the threats they face at current. Choosing which information to share and how to reassure is a decision that requires careful planning with the current situation. But businesses need to stay relevant at this time more than ever, and …
Customer service and customer experience are becoming hot topics these days. With countries in lockdown, people are being forced to stay at home and do all of their shopping online. Customers are aware that these are times of crisis and business is not as usual. While it may not look like customer experience should be prioritized at this time, but …
Most of us have been working from home for almost two months now, some of us are used to it, and for some it is new. Even when some jobs require a proper infrastructure to function well like teachers teaching in schools or call centers agents taking calls from a contact center for data security, COVID-19 has made us realize …
Public health officials are paying attention to countries flattening the curve with regards to COVID-19. When the pandemic broke out, it was discussed that China was able to contain the spread because of strict measures taken to trace the carriers with the help of digital tracking. While China was able to bring the epidemic under control using digital tracking, there …
