Yamini Arora

Yamini Arora

Yamini Arora is a post graduate in Commerce with a keen interest in writing. She is a lifelong learner with an ongoing curiosity to know new things. She uses this curiosity clubbed with her love for writing to curate engaging content for AI related products & services.

3 Easy Ways to Carpe Diem at TSW Las Vegas 2021

3 Easy Ways to Carpe Diem at TSW Las Vegas 2021

The technology landscape is rapidly advancing. Emerging trends reflect a shift towards digital self-service platforms and analytical capabilities that are designed to better understand and anticipate customer needs. That makes frictionless customer self-service a vital cog for success. Yet, companies are struggling to fully capitalize on technologies that facilitate it. To make things worse, a recent survey by Khoros deduced that 65% of customers switched to a different brand because of one poor experience. So if you don’t want customers to…

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Human Agents & Chatbots: The Yin & Yang of Superlative Customer Service

Human Agents & Chatbots: The Yin & Yang of Superla...

Chatbots are proliferating the workplace and continue to be a hot topic due to their ability to mimic human conversations. But, have they become so indispensable to render human interactions redundant? The answer is no. Forbes reveals that 86% of consumers still prefer to interact with a human agent. It doesn’t come as a surprise though. Why? Because all of us have at least once encountered a baffled bot that failed to answer our queries. That is why the deployment of…

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Move the Needle on Content Findability with OOTB Native Connectivity

Move the Needle on Content Findability with OOTB Native Conn...

Imagine this: agent X runs a search to resolve a user query. The search engine starts rummaging through your enterprise data and returns with four possible solutions. However, it failed to find two items that were more relevant to the query. Siloed data sources sit at the center of this whole debacle. That makes it paramount for enterprises to harness the power of a unified cognitive platform to ensure the silos work in tandem. It uses robust out-of-the-box connectors to unify…

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Agent Effort Score: Putting the Cognitive Spotlight on Agent Experience

Agent Effort Score: Putting the Cognitive Spotlight on Agent...

A lot has been said about reducing customer effort. But, much like Customer Effort Score (CES), organizations have also started recognizing the amount of effort it takes for an agent to fulfill their role of assisting the customers in distress. According to Gartner, organizations today spend an average of $2,500 per employee on employee experience every year. At its core, Agent Effort Score (AES) computes how easy or difficult it is for your agents to accomplish their tasks and/or resolve customer…

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Intelligent Chatbots: Reinventing Cybersecurity with Virtual Watchguards

Intelligent Chatbots: Reinventing Cybersecurity with Virtual...

Cybersecurity Ventures predicts global cybercrime costs to reach $10.5 trillion annually by 2025. The constant threat of phishing or malware attacks puts businesses in a vulnerable spot. What’s more concerning is that the likelihood of detection and prosecution of such attacks is estimated to be as low as 0.05% in the US. This reinforces the need to safeguard critical information and prompt companies to deploy a strong firewall safety system. With so much at stake, businesses are investing in new technologies…

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How to Triangulate the Agent Engagement Sweet Spot with Cognitive Technology

How to Triangulate the Agent Engagement Sweet Spot with Cogn...

A Gallup study revealed that only 33% of employees are engaged in their job. The cardinal goal of an organization is to enhance CSAT, primarily by providing unrivaled CX. A critical component to achieve this feat is through happy, motivated, and engaged employees. They are the heart and soul of a business, irrespective of the industry or size. That said, disengaged and unmotivated employees won’t deliver peak performance. Employee engagement is a fundamental concept that represents and relates to the level…

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Delivering Harmonized Customer Experience Across Support Channels

Delivering Harmonized Customer Experience Across Support Cha...

More channels aren’t always equivalent to more value for customers. In fact, customers no longer care about the number of channels being offered to them. All they want is a consistent, seamless, and personalized customer experience, irrespective of the support channel. It’s imperative to orchestrate the CX experience in a way that ensures the context and history of customers move with them each time they switch from one channel to another. It all boils down to harmonizing channel experiences and creating…

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5 Simple Ways to Recalibrate Your Ticket Escalation Strategy

5 Simple Ways to Recalibrate Your Ticket Escalation Strategy

Customers jumping ship due to subpar support experience is your worst nightmare coming to life. But irrespective of how airtight your customer service is, there will be cases where customers become unhappy or irate and demand to speak to the higher authority. Additionally, not all tickets are created equal. Some can be solved easily, whereas others require the intervention of senior agents. You need a defined process that assigns incoming tickets to appropriate agents right off the bat and ranks them…

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A Stepwise Guide to Implementing Contact Center Benchmarking

A Stepwise Guide to Implementing Contact Center Benchmarking

Contact centers have always played a vital role in strengthening customer relations and rendering stellar CX at scale. This was further amplified during the pandemic. According to a study of contact centers, 92% of respondents experienced an uptick in the volume of interactions across channels. This placed contact centers and agents right at the heart of customer relationship management. Customer expectations, too, have hit an all-time high. 37% of customers now expect a response to their email within an hour. As…

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Building An Effective Content Maintenance Strategy for Better Findability

Building An Effective Content Maintenance Strategy for Bette...

The only thing worse than finding no information at all is finding outdated information. If this happens, customers end up doing the evitable - raising a ticket. Your organization may be creating a lot of content to enable your customers to help themselves. Your customers may still be struggling to find it. Most organizations have their self-help portals cluttered and bloated with outdated content, because of which users can’t find what they seek. Once you’ve tossed your content in this information…

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Case First to Knowledge First:

Simplifying the Journey to Sustainable Customer Support

Case First to Knowledge First:

Simplifying the Journey to Sustainable Customer Support

Support (re)Focus 2021 – A Virtual Customer Conference