Tag: social media

Operationalizing Omni-Channel Best Practices Delivers Superior Customer Care

Operationalizing Omni-Channel Best Practices Delivers Superior Customer Care

 Today’s empowered customer interacts via many channels, forcing organizations to evolve in order to provide a seamless, consistent customer experience across all of them. The vast array of channels available to consumers runs the gamut from Web, phone, IVR, mobile applications and self-service to e-mail, video, mobile Web and social media. Consistency among all customer […]

BPO Evolves into BPM

BPO Evolves into BPM

Business process management used to be a set of tools and software suites to help business process outsourcing companies do their job. Now, BPM is a service offering. We rarely get to see evolution in the natural world. We know it happens and we have read about why and how certain trees, animals and birds […]

Augment Your Reality with Mobile Apps

Augment Your Reality with Mobile Apps

The over-riding mantra for practically all developers will be “Go mobile” in 2014. For those who are already in the space, it will be “Stay mobile” Mobile apps are like a new puppy left home alone – they’re everywhere and into everything. That’s because mobile devices are no longer just a means to keep in […]

Top Five Trends in Call Center Services

Top Five Trends in Call Center Services

In 2014, outsourcing of call center services will continue at pace, but customer demands will force centers to add new service delivery mechanisms. As methods of communication expand and improve, call centers will have to move in tandem. No longer are phone calls or emails the only means by which companies can help customers. Companies […]

Faking the Big SEO

Faking the Big SEO

Your social media campaign not so well “liked?” Facebook friend-count a little sparse? Don’t despair. If you’ve got the money, somebody’s got the time to click, like and Friend away. Today, offshore click farms are popping up on every digital corner, ready to follow you, like you, link to you or provide any other form […]

How Workforce 2020 Will Change Outsourcing

How Workforce 2020 Will Change Outsourcing

We’ve all heard it, or said it, a million times: Our outsourcing engagement works because of the relationship. It is a partnership, not a buyer-vendor arrangement. And for the most part, that statement has held true. Traditional outsourcing typically involved a 10-plus-year contract, along with a real need to make the relationship work. Changing providers […]

New Buyer Demands and SMAC Are Changing Both Providers and BPO

New Buyer Demands and SMAC Are Changing Both Providers and BPO

BPO, the outsourcing constant, is continually changing. Here’s the constant: Service providers in 2014 “have to live up to evolved client demands, increased competition and a rapidly changing regulatory environment,” notes Sanjay Jain, chief strategy officer, WNS Global Services. What’s changing is how they are meeting their evergreen challenges…and some new ones, too. Here’s how. […]

The New-Age Social Revolution

The New-Age Social Revolution

Companies can use social media effectively to generate and spread ideas, to collaborate and communicate in real-time across the organization. In a world where the death of a butterfly in Mexico and rise of forest fires in Australia are connected, where opposing calamities like droughts and floods are the result of one cause, does it […]

Social Media and Mobile Collaboration: Game Changer for Financial Services Industry

Social Media and Mobile Collaboration: Game Changer for Financial Services Industry

For centuries, banks have built their business models on the foundation of customer confidentiality. Secrecy and security are by-words in the world of banking. How can they be expected to embrace social media, a platform where things appear to be “open” and “public”? There is much for banks and financial institutions to worry about when […]

Social, Mobile, Analytics and Cloud: A SMAC in the Face for Industrial-Age Business Models

Social, Mobile, Analytics and Cloud: A SMAC in the Face for Industrial-Age Business Models

It’s no secret that our mobile devices and social networks are rapidly transforming our relationships with people and data. Analytics have driven customer intimacy to previously impossible levels; the cloud has irrevocably changed the way we store and share information. A report from Forrester Research declares that by 2016, we will have 10 billion mobile […]

What to Outsource in the 24×7 Marketing Age

What to Outsource in the 24×7 Marketing Age

The digital age has changed customer DNA forever. They have no patience with 9 to 5 and they’re shredding the concept of after-hours and weekends. They have a voice, and that voice demands to be heard whenever, wherever. Working hours, what’s that? Banks—previously such strict observers of “working hours” all over the globe—have risen to […]

How Social Media Is Turning Customer Care Upside-Down – and Making It Strategic Again | Article

How Social Media Is Turning Customer Care Upside-Down – and Making It Strategic Again | Article

Not too long ago, customer care—the proverbial contact center—was regarded as a necessity. It was corporate overhead; operational in nature, something that fulfilled a customer-facing function, much like express lane checkers at a grocery store or tellers at a bank. Move ‘em in, move ‘em out, keep ‘em happy. An important job, with potential to […]

The Ten Social Media Blunders You Need to Avoid | Article

The Ten Social Media Blunders You Need to Avoid | Article

Social media has rapidly expanded beyond the college dorm room to the corporate boardroom, enabling companies to interact with and attract customers in whole new way. So, what’s not to ‘like,’ right? While a skillfully executed social media program can bring big gains to corporate marketing, these channels have to be handled with care. One […]

Trying to Kill “Offshore” is Bound to Fail | Article

Trying to Kill “Offshore” is Bound to Fail | Article

Remember the time when the whole world got its silk from China, spices from India and cotton from Egypt? The world of IT is veering towards the same concept, sourcing development of specialized software where it’s made best. In the truly flat world with data traveling in real-time across continents and time zones, there’s really […]

The Top Digital Priorities of Today’s CMO | Article

The Top Digital Priorities of Today’s CMO | Article

Over the past 10 years, there’s been a dramatic shift in the world of marketing. Digital media is now mainstream, taking multiple forms and co-mingling with the traditional offline fare. Well utilized social media can create a vital connection with a company’s target audience whether that audience is comprised of consumers or corporate decision-makers. The […]