Digital Transformation articles

Low-Code And No-Code: The Twins Simplifying Business Process Automation

Ideas lead to innovation, and innovation leads to growth. An idea can change how we see the world and make it a better place to live in.

The introduction of low-code and no-code platforms opened the world of business process automation to everyone who is not a professional developer.

Low-code implies using very little programming to develop business workflows. Here,  some coding is required for the sake of customizing or integration with other applications.

No-Code implies not using any traditional coding at all. The process owners here do not have to necessarily know how to code. Instead, they can automate any business workflows using pre-configured visual elements and drag-and-drop features.

Simply put, with low-code and no-code platforms, developers do not have to build an application from scratch.

Low-code platforms and no-code are generally marketed towards customers who are traditionally not from a software background.

Overcome Supply Chain Challenges Using The Right Technology

The supply chain operations worldwide have been disrupted because of the unprecedented times caused due to the Covid-19 pandemic. Some experts predict that it may get even worse before we experience improvement. 

This rapid spread of the virus led to shutdowns in many industries while consumers shifted their spending away from travel, dining, and in-person entertainment to online shopping and home-based entertainment.

Digital Customer Service Via Facebook

Over a billion messages are exchanged monthly on Facebook between end-users and businesses. Based on this stat, we can foresee that the demand for digital customer service interaction will skyrocket in the near future.

The Beginner’s Guide To Chatbots In Customer Service

The world today is experiencing the magic of artificial intelligence and the customer service industry is no different. AI in customer service has been seen in the form of chatbots that are well equipped with conversational software to help navigate customer queries and has evolved to do so much more in recent years.

Understanding CCPA And Its Impact On Customer Support Centers

The California Consumer Privacy Act (CCPA) went into effect earlier this year, compelling organizations with operations or customers in the state to comply with certain data privacy and security mandates. For contact centers, however, CCPA compliance might not be optional as California accounts for nearly 12% of the U.S. population. So, there’s a good chance your customer service team processes California citizen data.

5 Lessons NFL Teaches Us About Customer Experience

"If you want to WIN, do the ordinary things BETTER than anyone else does them day in and day out."

~ Chuck Noll, Pittsburgh Steelers

For many, our favorite time of the year has arrived! The National Football League (NFL) season is in full swing — our fantasy team has been drafted, and our favorite team jersey is ready. Six weeks in and some are already looking forward to next year, while others are pleasantly surprised. This year is different than any other — no preseason games and limited practices, a rash of early season injuries testing the depth chart and requiring rookies to step up and tired veterans to show the way. COVID-19 testing unexpectedly closes practice facilities and has postponed games.

In today’s NFL it’s all about the quarterbacks and receivers, the productivity of the offense, the most dominant defense, and the team that can sustain the injuries that can stifle a team and still come out on top. Year over year the most consistent teams are those that adhere to the same systems and process over and over - they employ a plan for success.

As fans we see 60 minutes of football, players and coaches endure daily meetings, training, practice, and video study. Because of this, players don’t win or lose games, teams do. Preparation prevents surprises and ensures the desired outcome.

10 Essential Customer Service KPIs You Need To Track Now

From a customer’s perspective, customer service is an experiential process, so it’s difficult to quantify. It can be good or bad, fast or slow, helpful or unhelpful, among other factors.

However, for organizations, it’s a different game altogether. With sophisticated customer service analytics and reporting tools available, Contact Centers can track and measure just about every metric that impacts the quality of their customer service. Measuring the key performance indicators (KPIs) helps Contact Centers improve the overall customer experience (CX), lower customer churn, and boost brand loyalty. However, the abundance of customer data can entice CX leaders to track everything, which leads to information overload and analysis paralysis.

Customer Service: Are Chatbots Better Than Human Agents?

Are chatbots better than people at scaled communication?

This question has a myriad of objective truths hidden behind it. We’re all witnessing the wave of automation in customer service. Industry leaders are now forecasting advanced AI-powered responsive chatbots to take over at scale like never before. Gartner suggests that 47% of organizations will use chatbots for customer care, and 40% will deploy virtual customer assistants (VCAs).

3 Reasons Omnichannel Contact Centers Are The Future

Ensuring a seamless customer experience is the ultimate goal of any consumer-facing brand.
Customers usually get frustrated with broken communication lines or generic Interactive Voice Response (IVR) messages. That’s why brands are investing in better artificial intelligence (AI) and natural language processing (NLP) capabilities to ensure that customers feel like their issues are being understood.