Rahul Poddar
Global Director - Customer Lifecycle Management, HCL Digital Process Operations (DPO)
Contact centers as we knew it, have undergone a sea change, thanks to the evolution of intelligent analytics and desktop automation. From monotonous script-based calls to omnichannel conversational AI, contact centers have come a long way in equippin...
The global pandemic has forced enterprises to rethink their operations. Managing a remote workforce meant managing a decentralized enterprise customer and technical support function amidst Customer Experience Management (CXM) challenges. This inspire...
There is no doubt that above all else, the COVID-19 pandemic has been the greatest humanitarian crisis of the modern age. In the course of a few months it has taken control of everyone’s present with a definite hold into our future as well.
In thi...
Customer experience transformation tools and platforms have pushed the boundaries of innovation in contact center support. More and more organizations are now trying to chart a transformation plan in the way they look at providing support to their en...