RP Sanjiv Goenka Group

Services: DECC



Firstsource COVID-19 response

Firstsource’s hybrid infrastructure allowed its employees to rapidly switch from an ‘on-premise’ to a ‘work-from-home’ model in the wake of the pandemic, delivering to SLAs while reducing attrition and shrinkage.

Is your business ready for the holiday season?

We are going to experience an unprecedented holiday season this year. Customers are expected to begin holiday shopping earlier and majority of them are going to shop online. Is your retail business ready for the holiday spike? The infographic illustrates how Firstsource’s ‘Smart Capacity’ helps retailers deliver superior customer experience

3 Competencies to check before selecting a fintech operations partner

Fintech firms continue to have a disruptive impact on the financial services sector. In recent years, technological innovations in finance have revolutionized the way we manage our money and engage in financial transactions. In 2018 alone, about 61% of Americans used digital banking, which is predicted to rise to 65.3 % by 2022. With customers

60% of millennials use chatbots. Are you empowering or alienating them?

Millennials, a cohort of over 1.8 billion people, account for a quarter of the world’s population and have a combined spending power of $2.5 trillion. By 2025, they will comprise three-quarters of the global workforce. As the first generation of digital natives, millennials’ affinity for technology not only shapes the

Embarking on a chatbot journey: The why, where and how

Without personalized attention, customer loyalty is hard to come by today. 63%1 of customers expect personalization as a basic standard of service. Anytime, anywhere access to an unlimited array of choices coupled with low switching costs, makes it easy for customers to switch to brands that provide a more delightful, personalized

The best way to predict what the ‘next normal’ will look like is to create it

COVID-19 forced businesses into a ‘flight, fight or freeze’ mode, and many have come out fighting. Companies have fast-tracked innovation to survive the challenging business climate they found themselves in. Changes that would have once been enacted over months – such as transitioning to work-from-home models, flexing to accommodate new

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