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Results tagged “customer service experience”

Infographic: What Customers Expect from Agents

Companies today aren't just paying attention to their customer's overall satisfaction levels. To better identify the roadblocks to excellent customer service, companies are closely examining exactly what about the experience is bothering customer,especially when it comes to customer-agent interaction


Customers have had enough of waiting on the phone and getting the runaround. Each year, the collective consumer public thinks service gets a little worse. In every industry, customers are going mobile and turning to social avenues to fix their product and services problems faster and more efficiently. Take a look at the customer service industry and what consumers want changed.

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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.

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.'

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