Every workplace makes promises. Good pay. Growth opportunities. A culture that cares, but the real story begins when the novelty settles. The onboarding is done, the guided tour of the first few days is finally over, and the actual texture of the place begins to show. No offer letter or brochure prepares you for it. […]
Calls are received, solutions are delivered, and interactions conclude: it is the standard story of the floor. But every time a conversation ends, another one begins in replay. For Dishani Sarkar, Quality Analyst at Fusion CX Kolkata, the real work starts after the disconnect tone. She tracks more than scripts and scores. She studies tone […]
Peak season, volume climbing and a frustrated seller reached out for a shipping delay. On the other side is Tanisha Bit, a seller support associate from Fusion CX Durgapur. With Tanisha, there is no standard response; what the seller received was a real-time update on their package. A “Lovely Day” energy prevails even in moments […]
In customer service, where days move fast, and every call carries a story still unfolding, success comes down to how efficiency meets humanity. Calls stack up, scripts change, and interactions blur into one another on the buzzing floor. What usually remains are numbers: scores, daily targets, resolution time. Occasionally, something else remains: a name. A […]
Riding a bike is all about balance. Stay alert, hold steady, and don’t miss a turn. A bend, uneven ground: a ride reminds you how quickly things can slip. The same is true for customer experience. Every customer experience leaves traces, moments of interaction, and sometimes silence, that carry clues to satisfaction or to problems […]
“Every little thing she does is magic.” That’s the perfect way to describe Leigh Anne Miller. In the complex world of customer experience, where portals, automation, and self-service tools dominate, Leigh Anne is the human thread that keeps everything connected. Behind every ticket, inbox, or unresolved issue, someone is trying to make sense of the […]