Member Since: 25th Jul 2016
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Sahib has worked in several multi-national organizations that offer BPO services and focus on customer experience. During his tenure in these organizations, he has worked in several roles, whether ground level roles interacting with customers or in roles where he had to devise customer engagement strategies. This has given him a unique insight into the world of contact centres and customer service.
My answers
Great article Jonathan. With so many controversies that are plaguing the corporate world these days, maintaining the brand reputation is becoming a very challenging task. No corporation, whether government or private are safe from this. I agree that avoiding focusing inwardly can be a good start in the communication process.
Regards,
Sahib Ahluwalia
A unique perspective has been offered by this infographic with regards to customer service. There are definitely some toxic customers that every customer service rep comes across. I can speak from my own experience in this role. Siding with such customers only encourages them and others like them that just want to take advantage of your business.
Regards,
Sahib Ahluwalia
In a world where there are many world leaders that are denying climate change, it has to be up to business leaders of the world to maintain a symbiotic relationship between profitability and responsibility to the world. It will a long way in creating goodwill in the heart of the industry.
Regards,
Sahib Ahluwalia
call center services
I truly believe that CRM software has to adapt with the changing needs of contact centres, especially with respect to multichannel services that are on the rise. The CRM software were good enough to deal with the initial phases of services offered by contact centres but with more emphasis on customer experience, there is a serious need for a CRM upgrade in the industry.
A pretty in-depth infographic. It is clear that one of the biggest challenges in using chatbots for customer service is that information would have to be redundantly repeated constantly when transferred to human beings. Whether human or chatbots, when customers have to repeat the same issue, again and again, it will have a negative impact on customer experience.
Regards,
Sahib Ahluwalia
BPO Services India
I really think that training and re-training have to be one of the chief priorities for call centre managers. With new changes coming in processes and evolving products and services, many times there is a need to re-train your call centre team to ensure they are on top of things.
Regards,
Sahib Ahluwalia
These are some great tips. I agree that non-voice customer support has gone beyond just website chat. These days customers demand that brands be present on social media and even online messaging apps to provide them support on the channel of their choosing.
Providing chat support serviceson all these channels require chat tools that are a little out of the box.
Digital transformation is making a great impact on various sectors and causing disruption that will act as a catalyst towards positive change. One of the sectors being impacted is the BPO sector. Customer needs are changing and call centers in India, Philippines and all over the world are implementing various technologies to keep up.
Empathy is not really a kind of skill that takes too long to develop over time. It is something natural that comes easily to certain people of your customer service
staff. However, if your customer service staff lacks this quality, it can be developed as you mention in your article but in my experience, it takes time and patience.
Great article. I agree with both the points of view here about in-house as well as outsourced teams. There is a need for the right mix of both to be involved in the process of managing.
Regards,
Sahib Ahluwalia