RP Sanjiv Goenka Group

Services: DECC

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Turning customer service cost center into a value center

A global subscription media company improves customer retention and growth in a crowded market Business Challenges The client is a leading entertainment company with over $18 Bn revenue. They employ over 30,000 people and serve 20 million customers across Europe. The client sought to provide industry-leading digital customer service in

Digitally Empowered Contact Center

The world of Customer Experience (CX) is experiencing an onslaught of tech solutions. While there is much hype around driving automation and digital deflection, the fact remains – contact center operations need the right balance of humans and technology to drive superior customer and business outcomes. Firstsource’s Digitally Empowered Contact

Digitally Empowered Contact Center for Health Plans

In today’s unprecedented times, healthcare contact centers need to deliver fluid customer experiences through omnichannel platforms. Service associates must provide relevant and contextual information to assist customers and resolve their issues by leveraging cognitive technologies, advanced analytics, and data management tools with a human touch – all while ensuring compliance.

Three pillars of successful debt collection

Traditional debt collection practices are prone to substandard collection yields and higher costs. In addition, the regulatory environment is complex and ever-changing; updated rules from The Bureau of Consumer Financial Protection (CFPB) are focussing more on debt collection communications and the practices of debt collectors. Fortunately, the path to achieving this

Solving the CX challenge in travel and hospitality

When tourism and international travel sectors witness a spike in demand, it presents a challenge for airlines, hotels, operators and booking providers. These companies want to provide superior CX which they can scale quickly and deliver within narrow budgets. The good news is – there are ways to delight customers

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