Just the other day, I was following a discussion thread on someone seeking recommendations for e-learning and serious game development vendors. I was quite delighted to read a comment from Claudia Musekamp, one of our international clients. Her comment reads, “I worked with TATA Interactive Systems on the scoyo/Bertelsmann project. Great company.”

Some of my friends have been part of this project and it was just as thrilling for me to read this feedback as it was for them. We often receive praise or positive feedback from clients via e-mail or on a conference call, but it feels real or more special when you stumble upon it so unexpectedly on a public forum.

(Rukmini Chaudhury – Lead Content Developer)

Customer Interaction Management (CIM) Solutions

In contact centers and customer facing scenarios the CIM solutions can help reduce average handling time (aht) and improve the customer experience. This benefits both on the call center agent level, in terms of maximizing individual agent performance, as well as improving efficiency and standardizing the entire contact center operations.But more than anything else, the biggest benefit is in terms of customer satisfaction as a result of faster and effective resolution of queries, requests or complaints.

The uniqueness of our solution lies in its ability to proactively present the most pertinent agent response to the customer, whether complaint handling or cross sell/up sell and connect to existing applications without “heavy”, intrusive, time-consuming IT integration.

I see businesses, especially in financial services, insurance and contact centers gaining significant benefits from these solutions. The front-end customer service executives in these industries usually need to internalize a great deal of information about multiple products and their myriad features, regulations and conditions and draw upon their knowledge in real time, on the job, while transacting processes with customers.

I believe that CIM solutions can transform a customer service organization from being slaves of data to being masters of customer relationship management.

If you would like to learn more please click here. Look forward to hearing from you!

(Saurabh Mittal is Head – Electronic Performance Support Systems at TATA Interactive Systems)

The third annual TLDF – a unique global forum on LD in India – was successfully conducted at Mumbai and Kolkata. This is the first time the event, earlier only held in Mumbai, has been extended to include the eastern metro city of Kolkata as well. 

Focusing on the theme of “Special Deeds for Special Needs”, the TLDF 2008 underlined the importance of early remedial action to help learners with special needs. When asked about the TLDF, Sanjaya Sharma, CEO of Tata Interactive Systems (TIS) said, “Around 3–7% of the world population suffers from LD, but it can be overcome if detected at an appropriate time. We have invited international LD experts to interact with city doctors, parents and teachers to make them more aware. Right now we are focusing on Mumbai and Kolkata, to spread awareness.”

Tata Interactive Systems has been championing the cause of LD for several years, and its efforts recently bore fruit when LD was included in the MBBS syllabus last year in the state of Maharashtra. The educational authorities are now taking the initiative to enhance the B.Ed. syllabus as well, and similar efforts are on in Kolkata too. Such grassroots-level awareness is critical as the lack of awareness about LD has meant that even prestigious schools tend to classify LD-affected students as slow learners.

Sanjaya added, “In the past couple of years, volunteers from our Mumbai staff have made presentations on LD in about 26 schools. In Kolkata too, we will carry out a similar programme.”

The TLDF emphasized that LD need not be an impediment to real-life achievements. Among the speakers was Swaroop Sampat Rawal, former Miss India and a special educator and consultant who said, “I am dyslexic, but I have completed my Ph.D. on this subject.” The event saw a series of highly informative and engaging sessions by noted LD experts from Lokmanya Tilak Municipal General (LTMG) Hospital’s LD Clinic, one of the few clinics that offer LD certification in India; nasen, UK; Haskins Laboratories, US; Bombay Teachers Training College, Mumbai; SNDT University, Mumbai; and Manovikas Kendra Research & Rehabilitation Institute, Kolkata.

Now in its fifth edition, the highly successful annual TLF provides an interactive platform for thought leaders across domains to get together, interact – and inspire – each other.  The event, being held in partnership with Training Magazine (Nielsen Media), aims to help organizations work together to overcome current challenges by sharing insights, innovations, and successes. It comprises discussions of the experiences of various organizations, and the different tools they use to make learning effective. As a unique knowledge-sharing platform, the TLF 2008 seeks to encourage ideas and innovations with a special focus on the effectiveness of interventions, specifically in an uncertain economy.

This year, the event will be held on October 17 at the University of Chicago Gleacher Center in downtown Chicago. Participants in the TLF not only stand to gain from the successful experience of their peers in the industry, but also network and exchange ideas with the leaders in the learning.

For more information and to sign-up for this event, please click here.