No Image

Shanky Viswanathan

VIEW ARTICLES FROM AUTHOR

The Real Impact of a Cloud Contact Center

  • January 18 2016
  • Resource: Loyalty Today

Organizations are turning to cloud computing in order to achieve a host of business objectives and Aspect is no different. The cloud is not just talk for us, we’ve moved our ERP and CRM platforms and many of our internal systems to the cloud...Read More

Three Customer Complaints Your Contact Center Must Be Able to Meet

  • January 12 2016
  • Resource: Loyalty Today

The outlook is rather bleak for companies that provide sub-par customer service:82 percent of consumers have stopped doing business with a company strictly due to bad service. And if your strategy is to rely on new customers to replace those...Read More

Moving Your Contact Centre From Multi-channel to Omni-channel

  • December 29 2015
  • Resource: Loyalty Today

Omni-channel may sound like multi-channel with bells on, but it’s more than just a simple buzzword. Has your contact centre made the move yet?At the time the term “omni-channel” entered the customer service lexicon, most industry...Read More

Do You Text What I Text? Consumers Begging to Be “Heard” This Holiday Season

  • December 26 2015
  • Resource: Loyalty Today

Black Friday and Cyber Monday have come and gone and several retail analysts are saying holiday sales have been a little less than stellar. While sales were up last year 4.1 percent, this year they will be closer 3.5 percent according to Dana...Read More

Are There Gaps in Your Contact Centre Self-service Strategy?

  • December 20 2015
  • Resource: Loyalty Today

One of the great changes in consumer behaviour brought about by the digital age has been the rise of self-service solutions in almost every area of daily life. Whether they’re shopping, banking or simply getting from A to B, today’s...Read More

3 Ways to Bridge the Self-Service Divide

  • December 10 2015
  • Resource: Loyalty Today

Smartphones have given consumers today more information at their fingertips than ever before and because of this, more power. Power to research products, to compare prices and features, and the power give or take their business to whomever earns...Read More

Social Media Customer Interactions Need to Showcase Excellent Service, Not Erode It

  • December 01 2015
  • Resource: Loyalty Today

As social media becomes the go-to for customers to voice their concerns, businesses need to ensure it plays a greater role in their overall customer service strategy and, in some cases, even form the backbone.The whole reason customers use Twitter...Read More

Social Consumers and the Birth of eLationships

  • November 12 2015
  • Resource: Loyalty Today

Companies talk about building relationships with customers. A lot. In the normal buying cycle, most businesses only begin the customer relationship once the initial purchase has been made and quantifiable information is available. Even for online...Read More

Agents of Change. Transforming the Workforce – and Customer – Experience.

  • November 10 2015
  • Resource: Loyalty Today

So much has been written recently about the importance of the customer experience that we have forgotten about the importance of the agent experience – and that can be a big mistake.  Ian Jacobs, Senior Analyst at Forrester Research...Read More

Infographic: Are These 4 Customer Experience Nightmares Haunting Your Contact Center?

  • October 23 2015
  • Resource: Loyalty Today

Forget vampires, werewolves and all the other seasonal spooks. If you’re looking for an extra-scary Halloween costume this year, we recommend dressing up as a sub-par customer experience. From what we’ve seen, no other “monster...Read More

Lead Your Horses to the Water – Sorry, Your Customers to Your Digital Service Offerings

  • October 21 2015
  • Resource: Loyalty Today

Today’s consumers have made it very clear that they overwhelmingly prefer to use digital channels when it comes to person-to-person communications. And yet when it comes to contacting companies, customers are still calling – and they...Read More

Can Social Be a Customer Service Disaster Recovery Solution?

  • October 19 2015
  • Resource: Loyalty Today

Social media is no longer the newest or shiniest customer service channel but it’s safe to say it still has not reached its full potential. Part of that potential was inadvertently revealed last weekend when a Southwest Airlines computer...Read More

How Do You Lose a Customer Before You Even Have a Chance to Do Business With Them?

  • October 15 2015
  • Resource: Loyalty Today

How do you lose a customer before you even have a chance to do business with them? For my brother, it’s putting him on hold three times when he’s trying to book a taxi to the airport for a 7 AM flight. He was considering using a taxi...Read More

Quality Management with Actionable Results

  • October 11 2015
  • Resource: Loyalty Today

No matter how good your quality management process is, you need fundamentally strong QM tools to capture customer interactions, surface underlying issues and take corrective action. These tools typically include recording, quality monitoring...Read More

If Text is the New Talk, Messaging Auto Bots Just May be Your New Buddy

  • October 06 2015
  • Resource: Loyalty Today

App fatigue sounds like the quintessential first world problem doesn’t it? “Oh I have way too many apps to open and close on my iPhone 6s. My thumb is sore and I’m burning…like many seconds opening and closing all these...Read More

The Shifting Sands of Customer Service

  • October 02 2015
  • Resource: Loyalty Today

For decades companies big and small have been trying to figure out how to provide customers with better service. One theory is that the better service your company provides, the happier your customers are and in turn they reward you through...Read More

The Ultimate Guide to Avoiding the Call

  • October 01 2015
  • Resource: Loyalty Today

Enterprises right and left struggle with a number of strategic imperatives around customer engagement. One among them is “avoiding the call.” Competitive pressure and an ongoing desire to cut costs drives organizations to look for ways...Read More

The New Patient Advocate in the Back Office: Workforce Management

  • September 30 2015
  • Resource: Loyalty Today

During the throws of day to day operations, nurses, medical secretaries and physicians are often facilitating communication between physicians and patients. Patients call daily with triage questions, inquiries about medical instructions, updates...Read More

Infographic: 4 Customer Promises that Start in the Back Office… and How to Keep Them!

  • September 23 2015
  • Resource: Loyalty Today

When you think about improving the customer experience, the back office might not be the first thing that comes to mind. After all, most customer-facing interactions happen in the front office. But without the speed, efficiency and quality of...Read More

3 Ways to Reach the Full Potential of IoT in Healthcare

  • September 21 2015
  • Resource: Loyalty Today

The day of connected devices is here. Mere possibilities with IoT (Internet of Things) a few short years ago are today’s realities and wearables like the Apple Watch or connected home devices like Nest are just a few examples. While the...Read More

Incremental Improvement Is Not Enough: Companies Need To Rethink The Entire Customer Service Experience

  • September 18 2015
  • Resource: Loyalty Today

A recent Aspect study found that 70% of consumers don’t want to talk to a customer service agent if they don’t have to – they’d rather have the ability to solve product and service issues on their own. They are also...Read More

It’s All About Customer Experience.

  • September 14 2015
  • Resource: Loyalty Today

n any conversation or article as it relates to the new dynamic between customer and company, the conversation invariably addresses the fact that customers are the drivers in what was formerly a relationship where the company dictated how, when and...Read More

The Changing Nature of Customer Engagement

  • September 13 2015
  • Resource: Loyalty Today

Recently, Frost & Sullivan invited Aspect thought leaders and other customer engagement industry professionals to get together to discuss how mobile and social are changing consumer engagement and the future of customer service. As you can...Read More

Eight Benchmarks for Back Office Effectiveness

  • September 08 2015
  • Resource: Loyalty Today

In a recent blog, we talked about productivity in the back office being vital to good customer engagement in the front office. For many enterprises, especially those in service-based industries like banking, mortgage origination and insurance, the...Read More

Innovation and Connecting the Unconnected

  • September 04 2015
  • Resource: Loyalty Today

True breakthroughs are rare in any industry. So is true innovation. But what does innovation even mean?Wikipedia, our crowd-sourced and most accessible pool of human knowledge, says: “Innovation is a new idea, more effective device...Read More

The Number I Dialed Is No Longer In Service…and That’s Ok

  • September 02 2015
  • Resource: Loyalty Today

Recently, the U.S. Department of Transportation released a report that ravaged domestic airline carriers for the dramatic rise in customer complaints during the first half of 2015. Apparently complaints about airlines soared more than 20 percent...Read More

Infographic: Customer Service Investment Currently Experiencing Travel Delays

  • August 28 2015
  • Resource: Loyalty Today

You might have one or two last minute getaways planned but for the most part summer travel is winding down. I’d like you to think back on your recent travel experiences. Were you able to get the assistance you needed on the communication...Read More

Analyst Report: Mapping the Mobile Customer Decision Journey

  • August 22 2015
  • Resource: Loyalty Today

A study conducted by International Data Corporation found that 79% of smartphone users have their phone with them for all but two hours of their waking day. And a full quarter of respondents couldn’t recall a time when their phone wasn&rsquo...Read More

Spotlighting the Benefits of Adopting Centralization to Alleviate Provider Fear

  • August 19 2015
  • Resource: Loyalty Today

Advances in information technology software and telephony systems have led to a transformation in how hospital systems deliver patient care and increase patient satisfaction. Similar to many other industries, changes in healthcare can trigger fear...Read More

Happy Lefthanders Day! Here are 3 Ways You Can Get the Most out of Your Left-Handed Call Center Agents

  • August 17 2015
  • Resource: Loyalty Today

Left-handed people make up 10-12% of the population and yet historically, the world around them has been designed for the other 90% – the right handers. Which is great…if you’re right handed. If you aren’t, you no doubt...Read More

Improve the Customer Journey with Experience Continuity

  • August 11 2015
  • Resource: Loyalty Today

We’ve all been there…  We start a transaction on a self-service channel and we run into an issue somewhere along the way and need help from a live agent. Most often it’s a frustrating experience. In order to get the agent...Read More

Why the Enterprise Should be Wondering about Workplace Wearables

  • August 10 2015
  • Resource: Loyalty Today

The bring your own device trend (BYOD), while initially held at arm’s length by most enterprise IT organizations, has led to a very notable improvement in employee efficiency and productivity in the workplace. A VMware study conducted by...Read More

Best Practices to Stop Irritating Your Customers

  • August 07 2015
  • Resource: Loyalty Today

The latest issue of Consumer Reports published a study on the top irritants consumers have with customer service. While the findings were not exactly surprising, they are disappointing. At least 10 of the 17 items listed can be addressed with...Read More

How to Prevent a Customer Experience Blackout

  • August 04 2015
  • Resource: Loyalty Today

Summer storms have been particularly strong across the United States. During the month of May tornadoes and have wreaked havoc on much of the South and Midwest with the most tornadoes seen in one month in the last twenty years. The impact of these...Read More

Help Your Customers Help Themselves

  • August 01 2015
  • Resource: Loyalty Today

Michael Schrage wrote a great piece yesterday in the Harvard Business Review on the neglected truth about customer self-service. Schrage writes that there is a difference between self-service and self-support. Self-service he notes, centers on...Read More

Messaging Apps: Customer Service’s Next Frontier

  • July 27 2015
  • Resource: Loyalty Today

Every day, six billion SMS messages are sent in the US, about twice the number of phone calls made and roughly 25 times the number of pieces of first class mail processed and delivered by the U.S. Postal Service daily. Messaging apps is a $251...Read More

Get Omni-Channel Smart in Just 10 Minutes a Day at the CX Boot Camp

  • July 23 2015
  • Resource: Loyalty Today

You want to learn how you can better meet the needs of your customers whenever, wherever and on the channel they choose. We get that. But tell that to your inbox. Or to the relentless flood of meeting invites, conference calls and pop-up projects...Read More

More Company Transparency Can Lead to Increased Consumer Loyalty

  • July 22 2015
  • Resource: Loyalty Today

Traditional one-way marketing and collecting consumers’ digital footprints and identities such as phone numbers or email addresses are quickly becoming a thing of the past. Businesses used to be able to dictate their brand image to the...Read More

Disrupted Not Destroyed by Technology

  • July 21 2015
  • Resource: Loyalty Today

Music, movies, photography, transportation, communications and publishing are all industries that continue to experience massive disruption brought on by the advent of technology. ITunes made CDs obsolete. Netflix turned Blockbuster into nostalgia...Read More

Achieving Economies of Scale through Centralization

  • July 20 2015
  • Resource: Loyalty Today

Economies of scale are factors that cause the average cost of producing a product or delivering a service to fall as the volume of its output increases (Economist, 2008). Economies of scale model is most commonly applied to the manufacturing...Read More

Dusting off Customer Data

  • July 15 2015
  • Resource: Loyalty Today

It seems like organizations have been collecting and analyzing vast amounts of complex customer data for ages – there’s a reason we call it ‘Big Data.’ But thanks to the Internet of Things (IoT) and mobile/digital advances,...Read More

Goldfish, the Customer Experience and the Indeterminate Growing Conundrum

  • July 14 2015
  • Resource: Loyalty Today

There is a misunderstanding about goldfish. The urban myth, perpetuated for decades, is that goldfish will only grow as large as the container they find themselves swimming in. Not true it turns out. When properly cared for, goldfish don’t...Read More

Improving Patient Experience is a Hard Pill for Healthcare to Swallow

  • July 11 2015
  • Resource: Loyalty Today

Healthcare has been hit hard by policy, technology and regulatory changes.  Compounding these industry upheavals, patient expectations have grown exponentially – and, for the most part, have not been met by current healthcare practices,...Read More

Part 2: Blurred lines Between Bank Branches and the Contact Center

  • July 08 2015
  • Resource: Loyalty Today

Continued from Part 1: Dissolving Brick and Mortar Bank BranchesAlthough the bank branch is becoming less relevant to customers for simple transactions because on-line banking is subsuming many of the functions formerly accomplished by tellers...Read More

Give Your Customers Their Independence and Earn Their Loyalty in Return

  • July 03 2015
  • Resource: Loyalty Today

We live in an always-on, hyper-connected world where consumers want it all. They want you to cater to their preferences, expect personalized service and believe you should make doing business with your company absolutely effortless. Customers have...Read More

When *DONOTREPLY* Really Means *WEDONOTACTUALLYCARE*

  • July 01 2015
  • Resource: Loyalty Today

At age 21, SMS text messaging is finally growing up. Time for big business. Time for business2consumer communication. Finally! But let’s have a closer look at how SMS is predominantly used today.Do you get prescription reminders from your...Read More

Part 1: Dissolving the Brick and Mortar of Bank Branches

  • June 26 2015
  • Resource: Loyalty Today

Drive through any town in the US, whether large or small, and you will undoubtedly see striking edifices occupied by branches of banks. They are part of our American heritage, symbols of confidence and stability. But changes in consumer...Read More

New Customer Satisfaction High for Luxury Hotel

  • June 24 2015
  • Resource: Loyalty Today

Customer service in the hospitality industry is no simple task for any company but luxury brands have to reach the highest of bars and sometimes even go to extreme measures to satisfy guests. The Edwardian Group, a collection of luxury hotels...Read More

Delayed Arrival for Customer Service in the Travel and Hospitality Industry

  • June 23 2015
  • Resource: Loyalty Today

Travel and hospitality companies pride themselves on exceptional customer service but are they really putting their money where their mouths are? In a 2014 survey of customer service executives, 94 percent of them agree that...Read More

Healing Healthcare Inefficiencies

  • June 19 2015
  • Resource: Loyalty Today

Patient-centered care is taking hold in this country as health systems switch from volume-based to value-based, patient-centered models. This model can only work when everyone comes together to create greater efficiencies through economies of...Read More

Are Millennials Tech Savvy or Tech Dependent?

  • June 17 2015
  • Resource: Loyalty Today

Kids today…are they really tech savvy? They’re always on their phones, using cool apps, making videos and coming up with things like Uber to make life easier.As a function of their near-constant use of new technology (especially smart...Read More

Thanks For Scribbling Acme Products, Your Doodle Is Very Important To Us

  • June 15 2015
  • Resource: Loyalty Today

Is doodle the next great customer service channel? Will customer engagement vendors talk about scribble integration? If Ink Messenger takes off it could happen. Ink Messenger aims to carve out a share of the booming messaging market as an...Read More

Engaging Your Agents for a Better Customer Experience

  • June 11 2015
  • Resource: Loyalty Today

n Forrester’s recent report, How to Measure and Improve the Contact Center Agent Experience, Ian Jacobs explains some guiding principles that can be used to significantly improve the customer experience by improving the agent experience...Read More

Connected Customer Service: Let the Internet of Things Standards War Begin

  • June 09 2015
  • Resource: Loyalty Today

Beta or VHS? GSM or CDMA? Apple or Android?The battle for competing tech standards goes back centuries. Just ask Thomas Edison and Nikola Tesla who famously and by some reports unscrupulously competed to have their standard for an electric power...Read More