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Contact Center

My parents live in Bangalore and currently, I am away from home. My mom has been without wifi at home for over 2 weeks now and has tried everything that she possibly could think of and what I tried to explain to her over a call. Since the app was not supported in my current location, I had to log in to their website to seek support. After 4 attempts, I gave up and went to bed. The first thing on a Sunday morning was an OPT to reset the router. Did it have to take over a week and 4 attempts to get an OTP from a service provider who claims to be the largest in India??????

My experience with this company can make a post for another day
Let’s talk about what a customer expects from a support/contact centre here today. The support/contact centre is the first connection point between your brand and your customers when they have an issue. This is the first and only opportunity for the business to impress and assist their clients with the problems they have with their products or services.

In an age where people judge a company by the experiences it can provide, it’s never been more critical to have the right technology in place to assist and resolve customer issues. Customers expect an excellent experience when they connect with your business. This connection may be thru’ any or many channels. They need you to provide a consistently amazing interaction across all channels and an instant response will be expected over the social media platforms.

We know that the customer experience is crucial, if not the core business and customer value driver. We know and have surely experienced that customer service is the leading consideration when customers choose a new product or service provider.

With the ever-increasing cloud-based tools, artificial intelligence, and programmable CX solutions, customers expect bigger and better support from the contact centres. As the customer experience generator behind the scenes, the contact/support centre know there is no correct answer. Because every support centre works in a different market, works with different products and there’s no one-size-fits-all model. The best way to approach it is using case studies and examples like above, and adapting their idea to the framework available.

The contact/support centre must be proactive rather than reactive. It must be able to map the customer journey across the various touchpoints. This is possible thru’ varying degrees of automation and personalisation. An omnichannel platform that supports a 360 degrees view of customer interactions is the key.

Experienced by Sowmya Raman

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