Customer Experience Trends 2020: The Rise of Self Service
You might have noticed last time when you went to the supermarket to buy groceries, there was an option to self check out. Instead of a market employee helping you, there’s an option for you to scan...
View ArticleBusiness Continuity Plan: Business Checklists While Preparing For Uncertainties
While the World Health Organisation declared COVID-19 as a pandemic outbreak, the numbers are still growing. As we write this, almost 1,61,715 cases in 150 countries have been reported to WHO. While...
View ArticleMaking Remote Work Work For Your Business
The world is facing a lockdown in every sector due to the outbreak of COVID 19. This is a testing time for businesses to carry on their work with next to zero manpower present in the office. With the...
View ArticleChanging With Change: Digital Transformation In HR
Digital transformation is a process and a revolutionary change. But also it is an outcome and an evolutionary phenomenon. Digital transformation has changed the outlook on Human Resource Management. In...
View ArticleWorking From Home: The Good & The Bad
Work from home is rapidly becoming a desirable benefit that an employer can offer. Especially, keeping in mind the contemporary situation, companies that didn’t have policies in place, are also...
View ArticleSetting New Rules For Business: Remote Work, Digital Hiring & Collaboration
In 1958, A British European Airways Flight crashed on its third attempt to take off from a slush-covered runway at Munich-Riem Airport, West Germany. On the plane was the Manchester United Football...
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Social Responsibility at Kochar – Giving Back to the Society
As we celebrate the annual day of Abhay Kochar Foundation on 24th January every year, Kochar group continues to evolve and take on new challenges in its ongoing mission to improve the lives of...
View ArticleWhy is customer service automation becoming the need of the hour?
It takes 10 good experiences to make up for one bad customer experience and repair the customer-organization relationship. Do you agree? Gartner says, 85% of all customer interactions will be handled...
View ArticleBuyers guide to AI ready knowledge base for contact center teams
Introduction Over the past few years, we’ve witnessed a rise in the use of AI. Remarkable innovations in machine learning, automation, etc. are being discovered lately. Businesses have smart devices...
View ArticleTop 5 KM tools for E-commerce Industry
Knowledge management is the process through which a company collects, organizes, communicates, and analyses its data in a form that is readily available to its personnel. Technical resources,...
View ArticleAgent Turnover – How Knowledge Management Solves One Of The Biggest...
The call center employee is the first to speak to the customer and has the unique opportunity to make an emotional connection with them. Agents who are trained to contact customers and ask what they...
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