Author: Alok Kulkarni
Alok Kulkarni
CEO, Co-Founder, Cyara - Cyara is the world's leading Customer Experience (CX) Assurance platform provider. Cyara helps enterprises proactively measure operational CX from the outside in, identify customer-impacting defects, and become agile to enable continuous delivery across digital and voice channels.
High quality customer service has always been the hidden hero driving company profits. Yet, delivering excellent customer experience (CX) at the business-to-business (B2B) level is much more complex than B2C. Often it involves multiple decision-making parties and significantly higher value or volume of purchases per customer over a lifetime. Changing a vendor is a significant effort for B2B customers, but every bad experience increases the risk of their leaving – taking their annual spend or yearly renewal with them. Ultimately getting the CX journey wrong for just one B2B customer holds the potential to influence the overall health of a…
COVID-19 transformed the way we work across industries and the call centre environment is no exception. In fact, call centre agents became the critical front liners of many organisations. They quickly scrambled to shift operations so tens of thousands could work from home, while simultaneously dealing with an unprecedented surge in calls, many of which came from anxious and confused customers. Negative sentiment in call centre interactions surged by 20 percent during the pandemic, while caller wait times went up as much as 182 percent, according to data analysed by Captive Connect. AusGrid said that its call centre staff were…