The call center employee is the first to speak to the customer and has the unique opportunity to make an emotional connection with them. Agents who are trained to contact customers and ask what they are doing and what they have done to share with themselves are empowered to be empathetic, natural, and positive in their tone of voice. As a call center, providing your customers a place to search for answers can help empower them, and it can help reduce the number of calls you have to handle as a new agent. People who work in the same role as their recruits can help them understand what their mos ..read more

Knowledge management is the process through which a company collects, organizes, communicates, and analyses its data in a form that is readily available to its personnel. Technical resources, frequently asked questions, training manuals, and people skills are part of this expertise. Data mining, amongst further operations, is used in knowledge management to push information to users and make it easily accessible. A knowledge management plan & KM tools are part of an assessment of corporate goals and a detailed examination of the instruments — both traditional and technical — to handle a co ..read more

Introduction Over the past few years, we’ve witnessed a rise in the use of AI. Remarkable innovations in machine learning, automation, etc. are being discovered lately. Businesses have smart devices and AI-powered assistants to ace several services. An AI knowledge base has become the go-to for most companies these days, to maintain their external relationships and client services.    What is an AI-ready KB? An AI knowledge-based system is backed by artificial intelligence (AI) which uses human knowledge to support important decision-making. Today customers expect quick solutions, pe ..read more

It takes 10 good experiences to make up for one bad customer experience and repair the customer-organization relationship. Do you agree? Gartner says, 85% of all customer interactions will be handled without human intervention. Automated, self-service technologies such as AI chatbot, device guides, decision trees, and more; free up call center agents from answering repetitive customer queries and allow them to focus on more complex tasks Automation is everywhere, in every industry and the customer service industry is no exception. Self-service playbook Download now   Artificial intellig ..read more

As we celebrate the annual day of Abhay Kochar Foundation on 24th January every year, Kochar group continues to evolve and take on new challenges in its ongoing mission to improve the lives of underprivileged children with physical disabilities. An act of kindness can truly go a long way. We believe – it’s a worthwhile effort to extend generous good fortune to the unprivileged; making us feel euphoric, grateful & provides acute happiness for our contribution to a worthy cause. Abhay Kochar Foundation is dedicated to providing education, employment, entrepreneurship and various other change ..read more

In 1958, A British European Airways Flight crashed on its third attempt to take off from a slush-covered runway at Munich-Riem Airport, West Germany. On the plane was the Manchester United Football Team. They lost almost the whole team including their captain. They did not have a team to play for the upcoming matches that year. The world media vehemently said this might be the end of Manchester United Football Club. But they never stopped playing, they came back stronger than ever and became the club with the highest English Premier league titles. As businesses around the world consider h ..read more

  Work from home is rapidly becoming a desirable benefit that an employer can offer. Especially, keeping in mind the contemporary situation, companies that didn’t have policies in place, are also forced to dive into the idea. But from a larger perspective, the freedom to work in a flexible schedule and location is a great motivation for some who want to do away with the monotony of office life, and even keep working while tending to their families. A Gartner survey predicts that, By 2030, the demand for remote work will increase by 30% as Generation Z completely enters the workforce. &n ..read more

Digital transformation is a process and a revolutionary change. But also it is an outcome and an evolutionary phenomenon. Digital transformation has changed the outlook on Human Resource Management. In the contemporary world, people apply for online jobs, go through digital interview processes, and even work remotely as well. As an HR manager, it’s pivotal to acknowledge that technology has become an integral part of today’s workforce management. According to a report by Deloitte, digital transformation budgets are going to increase by 25 % by the year 2020. HR teams are moving from excel shee ..read more

While the World Health Organisation declared COVID-19 as a pandemic outbreak, the numbers are still growing. As we write this, almost 1,61,715 cases in 150 countries have been reported to WHO. While most of those infected have been recovering, the numbers reported worldwide as well as nationally continue to rise. Not only has the COVID-19 outbreak disrupted daily life and travel, but it has also forced businesses to step back and take all possible measures for employee welfare and business continuity.    Expect the best, plan for the worst and prepare to be surprised. – Denis W ..read more

The call center employee is the first to speak to the customer and has the unique opportunity to make an emotional connection with them. Agents who are trained to contact customers and ask what they are doing and what they have done to share with themselves are empowered to be empathetic, natural, and positive in their tone of voice. As a call center, providing your customers a place to search for answers can help empower them, and it can help reduce the number of calls you have to handle as a new agent. People who work in the same role as their recruits can help them understand what their mos ..read more