Biographical Information

Articles by Anand Chopra

Sustainable KM
A Best Practices Case Study at BECU

When it comes to helping customers make sound financial decisions, the financial service industry can count on one thing—information all over the place. With data stuffed into binders, hidden in emails and databases, even passed by word-of-mouth, finding the right answer can be a "needle-in-the-haystack" exercise. Knowledge management is touted as the solution to this problem, and it can dramatically improve customer service...

Making Every Customer Conversation Successful and Satisfying

As companies expand product portfolios, delivering great customer service has become ever more challenging. Product complexity ratchets up the strain: How can every agent possibly know the right answer to every customer question across hundreds of products? Yet without this ability, customer unhappiness increases—along with defection rates.

Deliver the Self-Service Your Customers Really Want

Four Principles for Exceeding Self-Service Expectations We all want great self-service. Customers like it for convenience; companies like it because it can short-circuit expensive agent support. Unfortunately, great self-service is hard to find. Often it is a frustrating experience that drives customers back to the phone. There are four simple principles to help you eliminate customer frustration...

Customer Experience and Predictive Analytics

It's no secret that using traditional ways to distinguish yourself in the marketplace is becoming more and more difficult. As a result, businesses are recognizing the importance of improving the customer experience in order to win and retain customers and drive the bottom line. Key to delivering on this is knowing your customer—who they are, what they have already purchased from you, their address, etc...But we already knew all of that. "Knowing your customer" today means you have to know not only what they own and all of the above, but to take this intelligence a step further to determine what are they most likely to do next?

Answering Customers’ Questions the Intelligent Way

The Importance of Multiple Search Methodologies Enterprises face a difficult challenge when it comes to simultaneously improving the quality of customer service and reducing service costs. More products, growing product complexity and rapid change substantially increase the amounts of information...

Let Me Help You With That...

The financial services industry has been a consistent leader in providing online services to its customers. The industry acknowledged the arrival of Web self-service years ago and has been a key driver of its adoption across other industries. These customers, or "Internet consumers," have led the revolution of no longer relying on the phone or branch for service and instead using online service options. Self-Service—Bang for your Buck Statistically speaking, the truth is in the numbers:...