Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Eric Sherman
VP Business Development
17
Richard Kimber
CEO and Founder
36
Kseniia Kasimova
Chief Marketing Officer
2
Sheela Tanggaraju
Assistant General Manager
349
Samara Johansson
Marketing Manager
16

IT Sideways, Malaysia: Senior Director at Cognizant’s Center for the Future of Work Says Businesses Cannot Think ‘Outside the Box’ Without Strong Digital Leadership Roles - Cognizant Technology Solutions - ContactCenterWorld.com Blog

IT Sideways, Malaysia: Senior Director at Cognizant’s Center for the Future of Work Says Businesses Cannot Think ‘Outside the Box’ Without Strong Digital Leadership Roles

IT Sideways, Malaysia: Senior Director at Cognizant’s Center for the Future of Work Says Businesses Cannot Think ‘Outside the Box’ Without Strong Digital Leadership Roles

“Regardless of country or industry, the digital transformation agenda is now a top priority for CEOs across the Asia-Pacific region,” writes Manish Bahl. “According to a recent Cognizant study, “Asia Rising: Digital Driving”, 62% of CEOs surveyed for the study are directly involved in making and executing digital transformation strategies for their organizations. The study highlights that 98% of CEOs surveyed for the study are well on their way to digitally transforming their businesses.” Excerpts:

“Nevertheless, the transformation agenda introduces challenges, in the form of new investments, organizational structures, internal skills, change management, and roles and responsibilities for companies. CEOs need to handle these challenges well.

The center of gravity is shifting from big, legacy companies to smaller, more agile businesses that can innovate faster and embrace the power of digital platforms. The cost of inaction can be huge for companies.

While 67% of CEOs believe that the pace of digital transformation in their firms is relatively slower than the market changes, they are increasingly taking the transformation agenda in their own hands to shape the future. They are re-calibrating their business models to create new products and services, boost revenue growth, and drive new operational efficiencies across their organizations. In particular, they aim at providing seamless multi-channel, multi-device interactions and embedding the data (from social networks, mobile devices, sensors, and devices) into products and services to offer personalization to customers.

CEOs must understand that their businesses have already entered the permanent cycle of change as market dynamics and business rules are constantly changing and knee-jerk reactions to those changes may produce more challenges in the long run. Digital transformation will fundamentally change the business models (products, services, value-proposition, etc.) of many firms and CEOs need to embrace a holistic approach in making their company digital-first.

While it is encouraging to see that CEOs are driving digital transformation strategies for their organizations, they can’t achieve the end objective all by themselves. A charter to transform the business typically resides with the CIO/CTO or CMO as an added responsibility. Moreover, 43% of CEOs reported no plans to appoint dedicated senior executives to lead their digital transformation strategies. This approach is flawed as business transformation can’t be achieved as a part-time responsibility.

The business cannot think “outside the box” in the absence of a strong digital leadership role. CEOs need to bring a digital leadership mandate to break down organization silos, change the company’s culture, realign employee incentives, rewards and growth plans, and address the myriad challenges that companies face as digital transformation agenda accelerates.

CEOs have an opportunity to re-write the strategies of their traditional companies with the digital ink to avoid a Kodak-like moment for their businesses. They must stop trying to “fix the problem” with digital and instead “fix the path” that leads to a successful business transformation.”

Click here to read more. 

Source: http://news.cognizant.com/manishbahl-itsideways-may30-2016

Publish Date: May 30, 2016 5:00 AM


2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246

4.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488

5.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

6.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
PH: 18442077999

7.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
PH: 1-888-827-3918

8.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80
 



View more from Cognizant Technology Solutions

Recent Blog Posts:
IT Sideways, Malaysia: Senior Director at Cognizant’s Center for the Future of Work Says Businesses Cannot Think ‘Outside the Box’ Without Strong Digital Leadership RolesMay 30, 2016 5:00 AM
Enterprise Innovation, Hong Kong: Senior Director at Cognizant’s Center for the Future of Work Says Consumer Trust is a Brand-Level Risk or Opportunity That Belongs in the C-SuiteMay 30, 2016 5:00 AM
Rust Report, Australia: Cognizant Study Reveals That Digital Start-Ups are Increasingly Winning the Consumer Trust BattleMay 30, 2016 5:00 AM
Cognizant Wins JDA’s Co-Innovation Partner of the Year Award for 2016May 3, 2016 5:00 AM
Cognizant Expands its Footprint in Malaysia with a New Delivery Centre in Kuala LumpurApril 28, 2016 5:00 AM
Box and Cognizant Join Forces to Power Digital TransformationApril 21, 2016 5:00 AM
Kony and Cognizant Join Forces to Drive New Class of Mobile Enterprise SolutionsApril 19, 2016 5:00 AM
Mint Asia: Cognizant’s Vice President and APAC Head Says Technology is Becoming the Lifeblood of BusinessApril 18, 2016 5:00 AM
The Hindu: Cognizant President Says Automation is More Evolution Than RevolutionApril 18, 2016 5:00 AM
CIO.com: Cognizant’s Senior Vice President of Products and Resources Consulting Says Retailers Need to Create a Learning Innovation EnvironmentApril 13, 2016 5:00 AM

New 2021 Membership

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =