Shanky Viswanathan

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

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? 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

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

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

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

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

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

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

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