Blog Sree Vijaykumar | From the Editor's Desk Across industries, fully 81% of all customers attempt to take care of matters themselves before reaching out to a live representative. Self-service offers companies a tantalizing opportunity to reduce spending, often drastically. The cost of a do-it-yourself transaction is measured in pennies, while the average cost of a live service interaction (phone, e-mail, or webchat) is more than $7 for a B2C company and more than $13 for a B2B company. Corporate investment in self-service technologies has been enormously effective at removing low-complexity issues from the live service queue, and most companies report a steady reduction in such contacts over the past few years. All this creates a new challenge: As customers handle more of the simple issues themselves, frontline service reps get increasingly tough ones - the issues customers can't solve on their own. And today's reps are struggling with these complex problems. More here
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| RetailHyperCity eyes 10% sales from international foods next year HyperCity, at present operates 19 stores in cities like Mumbai, Hyderabad, Bengaluru, Bhopal, Ludhiana, Amritsar, Jaipur, Pune, Ahmedabad, Delhi and Noida. |
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| HRIt boils down to creating jobs Development is finally about enabling sustainable livelihoods. Rather than manufacturing or services, agriculture holds the key |
| HRArmy to recruit civilians for 10,000 sahayaks' posts : Mail Today ... Against the backdrop of controversies over using combat soldiers as buddies, the Indian Army is now planning to employ 10,000 civilians to be provided as sahayaks for officers and JCOs posted in peace areas for helping them in their official work. The move being undertaken by the Army headquarters - in consultations with the defence ministry - will help in freeing an equal number of combat soldiers from performing tasks of sahayaks, which have been under the scanner after a few jawans made videos against the system and made them viral on social media. |
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