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.

Why Swarming Model Makes Sense for Your Support Organization

Why Swarming Model Makes Sense for Your Support Organization

Just one poor experience sends 33% of customers packing. Hence, putting your customers on hold even for a few minutes could mean a loss of $30 a day, $900 a month, and $11000 a year. Pretty scary, right? Successful support operations thrive on promptness, relevancy, and consistency. Businesses that perpetually render fast, on-point, and relevant support display higher customer satisfaction rates as opposed to those that provide delayed or inaccurate information and appear apathetic. With the stakes so high, organizations can…

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Colubridae ‘22: Doubling Down on Relevant Digital Experiences

Colubridae ‘22: Doubling Down on Relevant Digital Experien...

*Drum Roll* We’re back! :D Another ebullient release, Colubridae ‘22, has just landed! It embodies everything you asked for and much more! Being on par with the competitive price and quality only goes as far as keeping businesses in the game. Stellar customer service, on the other hand, enables organizations to excel and establish themselves as alphas. Towards that end, our latest release brings in a slew of nifty enhancements that will amplify customer support and self-service functions by driving the…

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5 Tantalizing Ways to Deliver Vibrant CX with Better Content Experience

5 Tantalizing Ways to Deliver Vibrant CX with Better Content...

With digitalization in full swing, content has become the cornerstone of all CX efforts. But with so many organizations treading the same digital path, how can you ensure your content stream is standing out from the crowd? The answer lies in the quality of content and its experience. That is where the concept of content experience comes into play. Put simply, it is the convergence of content and context. In this blog, I will blow the gaff on the concept of…

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Building a Strategic Framework to Create & Maintain a KCS Culture

Building a Strategic Framework to Create & Maintain a K...

Knowledge lies at the core of every contact center and is critical to their success. It is how agents solve a problem or what they pass on to the customers as a fix. But not too long ago, organizations realized an inherent truth—knowledge continued to live only in the minds of customer service reps. As a result, creating, curating, and sharing knowledge was becoming a herculean task. Since many resolutions were not captured in a reusable and findable way, customer support…

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5 Challenges that Cast a Shadow Over Contact Center Agents

5 Challenges that Cast a Shadow Over Contact Center Agents

Contact centers play a critical role in amplifying retention and rendering stellar CX at scale. However, they are still perceived as cost centers despite their rapid growth and potential. And why is that? Outmoded technology coupled with poor execution leads to unpleasant experiences for individuals on both ends of a query. Following the pandemic, organizations are reevaluating their strategies and advancing toward unmatched customer experience while also elevating agent experience. However, orchestrating engaging and seamless experiences is easier said than done.…

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Query Classification: What it is & Why it Matters?

Query Classification: What it is & Why it Matters?

Human language is complex, ambiguous, and diverse. Comprehending the written and spoken word is a piece of cake for humans. However, it can be quite challenging for computers or machines. Thousands of queries are run every second, and classifying them in the correct class is paramount for generating relevant search engine results pages. This is where query classification kicks in. In this post, we’ll discuss what happens under the hood to correctly classify queries. We’ll also shed light on how cognitive…

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4 Reasons Why Companies Fail to Provide a Seamless Digital Customer Experience

4 Reasons Why Companies Fail to Provide a Seamless Digital C...

According to a survey, 61% of the respondents believe that customer experience will overtake price and product as the most important brand differentiator. Customers have a plethora of options at their behest. A remarkable CX is what differentiates a top-notch brand from an average one. And, with digitalization displacing the physical side of human interactions, firms are continually adding digital channels in a bid to not be obscure. This is where Digital Customer Experience (DCX) comes in. It encompasses the interactions…

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5 Easy Ways to Ace New & Unknown Support Issues

5 Easy Ways to Ace New & Unknown Support Issues

Time is of the essence, especially in the world of support where companies are always racing against it. Customers expect instant resolutions. If you fail to live up to their expectations, they wouldn’t think twice before jumping ship. Zendesk revealed that after more than one bad experience, around 80% of consumers say they would rather do business with a competitor — a blot on the competitive radar most companies can’t afford. So, how can companies make it impeccable? Speed bumps en…

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Evaluating Self-Service Success Beyond the Hubbub of Case Deflection

Evaluating Self-Service Success Beyond the Hubbub of Case De...

Most companies view contact centers as an Achilles' heel or a necessary overhead. Accordingly, their improvement efforts focus on reducing costs and amplifying efficiency while overlooking the core principle of elevating the customer experience. So, to curb unwarranted expenditure, customers are forced to bend their ways. Their service requests get routed to lower-cost digital channels garbed as faster mediums. This change does more harm than good and results in subpar CX besides affecting the brand value. This report states 43% of…

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5 Simple Ways to Improve Findability of Your MadCap Flare Content

5 Simple Ways to Improve Findability of Your MadCap Flare Co...

MadCap Flare is a powerful content management software used to create, manage, and publish content in a wide variety of formats and languages. It allows users to streamline the creation and multi-channel delivery of user guides, product training, knowledge bases, and more without possessing any technical knowledge. But while the solution has become an indispensable part of many enterprises, it’s yet to realize its maximum potential. Why? Let me explain. In this information era, it is critical to disperse accurate information…

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