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Easy and practice guide to smart digital transformation!
Contrary to popular perception, CX automation is not a recent phenomenon. In fact, consumer mass deployment of the discipline dates back at least two decades. Record scrutiny and archival research should clear the air on which industry: Telecom or Banking was the first, in the Indian market to go the automation route. Pieces of empirical…
Without a robust knowledge management practice in place, customer/seller/merchant/client, or just about any other kind of quality support is impossible to augment. Customer experience and quality of support get spoken about a lot, but rarely would you come across ‘knowledge management’ getting the same attention, as a topic. Modern-day organisations are immensely complex, inherently multidimensional,…
In the last article, I argued how the winds within the wings of traditional phone-based BPOs are being stolen by cheap, easy, and widely available automation alternatives. I also propounded that weakening prospects of the BPO industry do not necessarily mean a reduction in the overall scope of outsourcing as a business decision. There is…
We discussed the intricacies of B2C service design in the last essay, thank you indeed for receiving it so well – it was read 11K times in the last week, a number I am appeased with. I have been getting request emails since to address the same topic for the B2B (business to business) universe….
Plain sight is almost always anything but plain. “If you happen to be wearing red glasses then red flags do not appear RED!”, said a wise man, nearly a decade ago. (Trivia, find out who said it) The point of invoking this is to say that ‘knowing’ the way things are, is not a naturally…
(Note: The changes that we speak of in this article is expected to happen in the course of the next 10 years!) Workplace of the future (a part of which is already visible) is no longer going to be a ‘physical space‘ but a ‘network‘ that enables the staff to connect with the resources needed…
‘Business process outsourcing’, expansion of a three-letter word, BPO: brings food on the table of millions of Indians. This industry employees people in scores and mostly from the segment of the society in need of dire uplifting, immediate infusion of funds to make survival possible. BPO in the last 20 years has successfully created a new…
My introduction to the internet happened through electronic mail; I remember when my friend, created our first-ever email addresses – we celebrated that day, by sending each other a thank you note. We took turns on the same terminal – yeah, it is silly. We’re the last human generation from before the internet: from letters…
All of us have a productivity system, some of us recognise it as one such more than others but everyone has a way of getting things done. Especially in the high value creative/cognitive field, in which, the rules of the game are not as well defined and structured as in regular repetitive mechanical output-based work…
A large part of my professional career in corporate India has revolved around bringing about organisational change, different organisations gave it different titles, some fancier than the others, stacked initiatives differently within the organisational maze but the expectation has more or less remained unchanged in last 16 years – simply put, ‘make it better’. The…
