BPO Solutions: A Prescription for Healthcare Success
The healthcare landscape is undergoing a profound transformation, placing patient experience at its core. Today’s patients expect more than just medical treatment – they demand holistic, compassionate care that is accessible and convenient. To meet these expectations, healthcare providers are increasingly turning to BPO partners to help elevate patient experiences by streamlining operations, leveraging technology, […]
From Measuring Reps to Listening to Customers
Many businesses invest heavily in Quality Assurance (QA) programs to monitor agent performance. But what if there’s a better way? Gartner research shows that while most leaders value QA programs, they find the most valuable insights come from capturing Customer Experience (CX) and Voice of the Customer (VoC) data. What is Quality Intelligence (QI)? Quality […]
The Future of Email Customer Service: Beyond the Inbox
Customer expectations have soared, and email customer support has evolved far ahead from slow response times. Businesses are embracing innovation to deliver a seamless, personalized experience. Here’s a glimpse into the future of email customer service, where technology and human expertise come together to redefine customer satisfaction. The Rise of AI-powered Automation 71% of businesses […]
Unleash Exceptional Customer Experiences
In today’s competitive business landscape, settling for standard customer service is a missed opportunity. The status quo may be comfortable, but it seldom leads to greatness. Why confine your brand to mediocrity when you can embark on a transformative Customer Experience (CX) journey with Epicenter? Epicenter isn’t just an outsourcing partner; but a catalyst for […]
Omnichannel Customer Experience and Conversational AI
When an organization makes a human connection as opposed to a digital one, it creates an empathetic platform for building a sustainable and meaningful long-term relationship with its customers. Today, omnichannel customer service empowers customers to interact with a brand via any media channel or device. Consumers can now be found quickly switching from an […]
Delivering Superior Customer Experience
Customer Lifecycle Management (CLM) at Epicenter The traditional approach and cost optimization to Customer Relationship Management is morphing into a new concept of Customer Lifecycle Management. Traditional CRM systems mainly considered answering calls and dealing with customer cases or problems. Today, as organizations look to differentiate on the basis of Superior Customer Service, managing the […]
Data-driven strategies for transforming operations and providing better customer experience
Being data-driven can help organizations improve their processes, drive better decision-making, provide better customer experience and eventually enabling improved business outcomes. Data-driven strategies use data to allow an outcome-driven collection process, and the insights are used for decision-making purposes. But many companies struggle with managing large volumes of data that they collect from various touchpoints […]
Robotic Process Automation (RPA): Towards increased operational efficiency and valuing human intelligence
The financial and banking business is growing in leaps and bounds, and a technological edge will help businesses be efficient and competitive while enhancing their customer experiences. They face fierce competition with fintech firms with virtual banking solutions, the early adopter of technology. The banking and financial businesses are replete with workflows that involve processing […]
Bringing customer-centricity to back office processes
Digital transformation of processes needs an end-to-end transformation for providing a better customer experience. That is both customers facing front end processes and backend processes. It’s important that we have a seamless cross-functional process flow across the front end and back end. And for a seamless process, it’s important that we have information freely available […]
Process automation for operational efficiency and better customer experience
By introducing automation, organizations can offer a better customer experience while improving process efficiencies and productivity. To get the full benefit of automation, it’s important to look at processes end to end and often redesign them with a customer-first approach. Process automation can be for customer-facing operations or backend processes. Examples of automation in the […]
