‘Whenever, Wherever’ Support for Great Customer Experience

Not only are today’s customers more mobile and information-enabled, they also have higher expectations. They demand services that are ‘always on’ and ‘always accessible’ from multiple touch points and channels. And through it all, customers expect their journey to be consistent, relevant, and personalized. First Call Resolution (FCR) – a Powerful Metric for Excellence From…

Plugging the gap in IT service skills

Today, expectations of IT service skills and capabilities have undergone a huge transformation. Even at the levels of support executives, service skills go far beyond efficiently manning helpdesks, proactively executing maintenance and support tasks. They are no longer the invisible back-end support. They have a prime role in improving customer relations, upping the ante in…

Engaging Employees Through Gamification

A culture of winning enterprise performance requires that they have a high ability for change management. This is easier said than done, and in many organizations employees and managers find it hard to embrace change. Constant changes in the workforce, technologies, business strategies and processes, however necessary, give rise to significant challenges. It requires a…