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Industry Research : India Ranks 3rd in the World in Customer Experience Maturity: Report

#contactcenterworld, @Zendesk

India ranked third globally and first in the Asia Pacific region on customer experience (CX) maturity, according to a new study by Zendesk’s CX Accelerator report.

Currently, only 17% of Indian businesses deliver ‘exceptional’ customer services, even though 79% said CX is a way to drive revenue according to the report.

"In an increasingly tough economy, businesses have a challenge on their hands to stay agile and keep things running efficiently while meeting customers' demands," said Jeff Titterton, chief operations officer at Zendesk.

The study found over half of the Indian companies surveyed displayed strong comprehensiveness of CX metrics - highest globally, followed by Canada (49%) and the UK (44%).

Further, 62% of Indian businesses can report CX metrics in real-time, the highest across the world followed by Canada (54%) and the UK (50%).

"Indian businesses are rapidly transforming their CX capabilities, and there are challenges that persist and need to be addressed," said Vasudeva Rao Munnalurii, RVP India & SAARC at Zendesk.

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"The CX Accelerator Report’s findings reveal that to digitally transform customer service and reap rewards, Indian businesses need technologies to make this journey nimble. Effective implementation increased visibility into data sources, and automating time-consuming tasks open the door for more businesses to become CX Champions," he said.

While many understand the need for integration, breaking down the silos continues to pose a challenge. Companies need to balance human and automation strategies, integrate vital data from critical apps, and evolve the role of CX.

Investing in AI-driven solutions toward quicker resolutions is also a huge opportunity for enterprises. 90% of businesses Zendesk surveyed globally reported using bots to route customers to the right place, which frees up agents to focus on more complex, high-value tasks.

69% of Indian companies surveyed can seamlessly integrate bot and human handoffs, while 67% mentioned agent productivity as the biggest gain from using bots. The report suggests that businesses in India can resolve 12% more chatbot queries without human involvement than average.

This report is based on a survey of over 4,900 decision-makers across 13 countries, including India, the USA, the UK, Germany, Canada, and Mexico.

#contactcenterworld, @Zendesk

Posted by Veronica Silva Cusi, news correspondent
Source: https://economictimes.indiatimes.com


About Zendesk:
Company LogoZendesk is inspiring the help desk 2.0 movement through a focus on enlightened customer support. As the first organization in the industry to leverage SaaS and the benefits of web-based communication and social media, Zendesk provides the only professional-grade on-demand help desk. Combining the convenience of the web and agile support, Zendesk extends good help desk karma to any company, large or small, looking to offer beautifully simple online support that is flexible, rich and intuitive.
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Today's Tip of the Day - Customer’s Expectations

Read today's tip or listen to it on podcast.

Published: Friday, September 16, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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