Outsourcing: PV Kannan, CEO Of 24/7 (Part 3)

Sramana Mitra: My hypothesis is that there is going to be level zero customer support that will come in and be inserted before any contact center representative touches a customer. PV Kannan: Yes, I think that has been happening for a long while. It has become more easy to do it, but – I’m probably

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Outsourcing: PV Kannan, CEO Of 24/7 (Part 2)

Sramana Mitra: Yes, very good. I am going to start drilling down on a variety of points. In the course of the 11 years that you have been in business – and I think I got it right – you work only with B2C companies right? This is a B2C company.

Customer Service And The Social Web

Earlier this year, I wrote a piece called Top 10 Social Web Trends For The Decade. In it, I suggested that the way various business functions are done will change owing to the impact of the social Web, crowdsourcing, and so on. The areas that are seeing the most upheaval are customer services, which spans

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Deal Radar 2010: HyperQuality ,Seattle, Washington

When you make a customer service call and hear, “This call may be recorded for quality assurance,” that may be HyperQuality. The company listens to customer service calls and digs for patterns, trends, red flags, and important business intelligence that can affect company performance. It also specializes in working with clients who have outsourced to determine

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