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.

February 13, 2013

Infographic: Better Business

Posted by Gopal Devanahalli (View Profile | View All Posts) at 9:29 AM

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?

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February 5, 2013

Infographic: What Customers Expect from Agents

Posted by Naresh Kothari (View Profile | View All Posts) at 11:44 AM

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

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January 23, 2013

Infographic: Power To The People

Posted by Nitin Mahajan (View Profile | View All Posts) at 12:30 PM

Now that social media dominates communication, it should come as no surprise that 80% of companies are planning to incorporate social media into their customer service strategies in 2013. Social media isn't the preferred method of customer service yet, but it's certainly the fastest growing. Customer's vocal and visible online mean they have more power than ever - and high expectation to match. Therefore, companies that plan to succeed must become more responsive.Take a look at the power of social media which makes it stronger for a customer.

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January 22, 2013

Infographic: Customer Care Change up

Posted by Gopal Devanahalli (View Profile | View All Posts) at 12:33 PM

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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January 11, 2013

Ask the Expert

Posted by Akhil Srivastava (View Profile | View All Posts) at 4:05 PM

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.

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January 7, 2013

Customer Service: The Catch in Catch 22

Posted by Nitin Mahajan (View Profile | View All Posts) at 2:38 PM

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.

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Hell Hath No Fury Like a Customer Scorned

Posted by Gopal Devanahalli (View Profile | View All Posts) at 2:26 PM

And the heat is usually felt by agents and businesses alike. Can there be a happily ever after?

The vocal drill or exercising the vocal cords is easily associated with a professional singer. Nowadays, it has acquired a different meaning. What starts at a lower decibel level challenges the permissible levels allowed in public - most often when people are speaking with their customer service executives. When you listen in on the conversations, the most common phrases are, "No that is not what I said," "I don't think you are getting my problem," "I already explained my problem before." 

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The Goose That Lays The Golden Egg

Posted by Naresh Kothari (View Profile | View All Posts) at 1:50 PM

When your customer contact centers not only reduce costs, but also help generate revenue 

More revenue.That is what all businesses are after. And to increase revenues, they look to every place they can think of, except their contact center. Why? Because there is a preconceived notion that all contact centers are just good to reduce costs. While this is true, the inherent potential of contact centers has not been fully explored yet - that of being a revenue enhancer. And the first step to more revenue is a first-rate service experience.

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December 31, 2012

10 Ways to Transform Customer Service Experience in 2013

Posted by Gopal Devanahalli (View Profile | View All Posts) at 4:33 PM

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.'

8 Plays to Deliver an Integrated Customer Service Experience
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