Infosys AssistEdge is the first customer service product for contact centers that delivers an integrated cross-channel experience. While you’re here, you can read our blog posts and know more on our upcoming events and developments that are transforming contact centers and customer service.

Results tagged “contact center”

Infographic: Better Business

67% of consumers state they are inclined to spend more money with a company that provides top-notch customer service, and 75% of consumers are willing to spend more money with companies that boast a history of quality customer service. To keep the numbers high, businesses small and large are still putting the customer first. But what is their approach?


Ask the Expert

Post your question

Post your questions on Twitter with the hashtag #serviceexperience and get answers from Gopal.

Everything you wanted to know about customer service experience... but didn't know whom to ask.

Do you have a question about how customer service will evolve? Facing challenges in first call resolution or contact center performance? Want answers on how to improve self-care? Now you can ask Gopal Devanahalli.

Also, take a look at Gopal's customer service wishlist, and share your thoughts! What's on your wishlist? Comment on this blog post or get tweeting now with #serviceexperience

Gopal is Vice President - Products, Platforms and Solutions for the Energy, Utilities, Communication &
Services Business Unit of Infosys. Click here to know more about him.

Customer Service: The Catch in Catch 22

The role of your contact center agent is more than what meets the eye

Catch 22 was never so appropriate an expression than to describe the predicament of the agent at a contact center. The agent usually bears the brunt of the customer's fury and is perceived as the voice of the enterprise by the customer. She/he also has to adhere to a significant business fine print.

The role of the agent is essential to deliver a stellar customer experience and retain business. But is she/he empowered and enhanced to do so at the contact center? To answer this question, we'll have to ask a few more.

As the New Year approaches, I've been thinking about the state of customer service at enterprises. As someone who spends a lot of time re-imagining the possibilities of customer service, the first thing that comes to my mind is the challenges. What ticks off customers? Why aren't contact centers as productive as they can be? What impedes enterprises from delivering a memorable experience to customers?

As I went about answering these questions, the answers evolved to a list. And I find that this list can be viewed as customer service or contact center trends for 2013. So take a look at the slideshow below, and share your views at the end of the slideshow. Or leave a comment. Let's talk about what it takes to deliver a great 'experience.'

1