Posts by Shanthanu Singh
6The DPDP Act and your customer conversations
Chats, call recordings and AI transcripts are all personal data under India's DPDP Act. Where it sits, and six questions to answer before the deadline.
ReadThe festive sale rush: a WhatsApp and calling playbook for Diwali
Your busiest weeks are when WhatsApp is most crowded and customers least patient. What to set up three weeks out, one week out, and in festive week.
ReadConsent, DND and calling hours: the checks before you dial at volume
An autodialer will happily break rules you have not read. What to confirm with your carrier and your counsel before the first campaign goes out.
ReadWhat your AI agent does with customer data
Your customers' conversations pass through a model someone else runs. Nine questions to get answered in writing before they do.
ReadYour missed calls are a bigger leak than your website
You measure form conversion to two decimal places and have no idea how many people rang and gave up. Here is how to find out, cheaply.
ReadFirst contact resolution, measured honestly
Almost every FCR number is flattering, because it counts tickets closed rather than problems solved. A definition that survives contact with reality.
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