CSM Magazine

MARCH 3, 2022

A key to retaining your existing business, growing your brand, and attracting new business is keeping your customers happy. Brian Tuite of Zenarate reveals new technologies that will help improve customer service. Customer service agents are a company’s most important asset to keeping customers pleased.

Customer Service 94

Customer Service Banking First call resolution Best practices 94

CSM Magazine

FEBRUARY 7, 2024

Zenarate AI Coach is the first training platform that virtually improves itself from live call trends and intelligence delivered by the new Call Insights actionable data. ” Zenarate’s AI Coach platform provides customer service agents with a comprehensive and immersive “flight simulator” experience.

Coaching 52

Coaching Contact Center Best practices Analytics 52

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

CSM Magazine

OCTOBER 18, 2022

Dave Orstad, SVP professional services and support, Calabrio. Calabrio Appoints New Leader of Customer Service & Support Team in Mission to Be Trusted Ally for Customers’ Success.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

CSM Magazine

APRIL 19, 2022

Customer service can make or break a business’s reputation. In fact, more than 95% of customers will never purchase from a company that provided poor customer service. As recurring customers are the cheapest to acquire and maintain, having a strong customer service team is essential for your business’s bottom line.

Customer Service 52

Customer Service Construction Feedback Coaching 52

CSM Magazine

AUGUST 31, 2023

An inbound call center is a type of customer service center where agents receive incoming calls from customers who need assistance with a product or service. Highly effective call centers not only provide the information the customer requires, but also enhance their experience while doing so.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

CSM Magazine

JULY 3, 2017

Lately it feels like a precarious time to be a customer service employee. Thanks to the millennial influence, customers are turning to digital self-service tools more than ever, and Artificial Intelligence is developing to the point where chatbots and chatting humans are becoming interchangeable (sad face emoji).

Customer Service 44

Customer Service Coaching Gamification Sales 44

CSM Magazine

OCTOBER 18, 2022

Alongside product, the company has a robust support community that organisations can tap into, including the success centr e , champions network , larger forums, and monthly user events to connect and share best practices.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

CallSource Insights

DECEMBER 12, 2019

A service BDC department for your automotive dealership can help you create better first impressions and set more appointments to sell more cars. An earlier version of this article was originally published by Digital Dealer Magazine and can be viewed here. This is where a Service BDC comes in to play. What is a BDC?

Automotive 52

Automotive Coaching Best practices CRM 52

CSM Magazine

OCTOBER 10, 2023

While leaders often ask agents to ‘walk in the customer’s shoes’, such advice usually exacerbates these negative consequences. Understand that the problem is not empathy in itself but how it is coached. For more tips on how to improve AHTs in your contact centre, visit www.calabrio.com.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

CSM Magazine

APRIL 25, 2023

Paul Stemp, Supervisor, Customer Success Management, at Calabrio shares his top confidence-boosting tips for building strong, fearless teams. Contact centres are an integral part of delivering customer service. However, the role of the agents working in them is rapidly changing.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

CSM Magazine

OCTOBER 12, 2022

From hiring new agents to training new joiners and developing existing team members, prioritise the top five behaviours that are the hallmarks of good customer conversations: empathy, helpfulness, adaptability, active listening, and patience. Discuss with agents what they did well and isolate best practices.

Coaching 52

Coaching Upselling Analytics Customer centricity 52

CSM Magazine

JANUARY 19, 2023

Bringing this ramble around to customer service, I feel the industry is very much like the sweet shop, but with a very slim owner. Customer Experience —classic examples are checking for active listening skills versus an improvement in customer sentiment or red-flagging when unnecessary call backs are causing frustration.

Coaching 52

Coaching Chatbots Analytics Customer centricity 52

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CrazyCall

SEPTEMBER 4, 2018

Noah Kagan’s twitter account is constantly fueled with growth hacks, sales & marketing news and best practices to help you grow your business. Coach to SaaS founders, Chief instigator at DanMartell.com. It is almost always true that the person with the best information is the person who wins the sale.”. And they did.

Sales 129

Sales SaaS CRM B2B 129

Callminer

FEBRUARY 21, 2018

She leads a team of highly engaged Team Leaders, Trainers, and Supervisors who share her commitment to exceptional customer service. Craig Borowski is a Content Analyst at Software Advice , covering changing trends in the SMB market, with a focus on CRM, customer service and digital (and offline) customer experience strategy.

call center software 210

call center software Call Center Contact Center Analytics 210

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Management 207

Management Customer Service Consulting Consulting 207

CSM Magazine

JULY 20, 2023

Keep reading to learn the key considerations and best practices for developing a comprehensive hybrid work policy that promotes employee well-being, collaboration, and performance. Regular feedback and coaching are crucial for remote employees’ growth and development.

Accountability 40

Accountability Coaching Best practices Feedback 40

CSM Magazine

NOVEMBER 10, 2021

Focus on each of these areas to collectively “drive effective business oversight and decision-making, optimise interactions and customer value, and enforce application integration and data management best practices.” . More often than not, they are the budget holders. The same principle applies to chatbot scripts.

Chatbots 52

Chatbots Scripts Analytics Coaching 52

CSM Magazine

NOVEMBER 19, 2018

2019 will see an increased focus on smart technologies such as AI, augmented interactions and Voice of the Customer insights as CX teams work harder to deliver best-in-class customer experiences. 10 Key CX Technology Trends for 2019.

Customer Experience 88

Customer Experience Engineering Coaching Education 88

CSM Magazine

DECEMBER 14, 2017

“This year’s innovations reveal a powerful range of the best approaches to improve your customer operations” explains Paul Smedley, Founder and Chair, The Forum. All customer professionals will learn a huge amount from seeing their conference presentations in April and the Best Practice Site Visits in the summer”.

Best practices 40

Best practices Banking Coaching Analytics 40

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. From my point of view, the most useful customer service interview question for managers is…”.

Management 182

Management Customer Service Consulting Consulting 182

CSM Magazine

JUNE 10, 2021

This starts by hiring people who value the story, while reinforcing it in induction training, coaching sessions and morning team huddles. Increase collaboration with gamification – Gamification creates a buzz that brings out the best in people.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

CSM Magazine

DECEMBER 28, 2021

Provide growth and development opportunities – This goes beyond standard new hire training, coaching or upskilling. Starting with coaching, all leaders must be hired and trained to be effective coaches. This is different from providing “feedback” and focuses on helping employees be the best they can be.

Employee engagement 59

Employee engagement Customer Experience Coaching Brand ambassadors 59

CSM Magazine

APRIL 13, 2022

[ii] Just how do those running the show (aka the operations of the contact centre) juggle agent schedules and skills throughout the day while planning for future recruitment, coaching and training, as cost-effectively as possible?

Analytics 59

Analytics Coaching Best practices Technology 59

CSM Magazine

APRIL 26, 2017

Regardless of the service approaches, customers see little progress. Research concludes that customer service continues to erode at a dizzying rate. The six key reasons for poor service: poor hiring practices. downsized companies and service. Is it your customers’ problem that you have problems?

Coaching 45

Coaching Best practices Management Customer Service 45

CSM Magazine

APRIL 23, 2019

There are quite a few best practices out there to gain customer feedback to help improve your organization’s performance and growth. Some of the usual questions asked to gain insight include: Is our product/service no longer useful to you? Did the price of our product/service cause you to leave?

Customer centricity 63

Customer centricity Coaching Best practices Consulting 63

CSM Magazine

DECEMBER 14, 2023

Zenarate, the leader in AI Simulation Training for customer-facing agents, has announced the expansion of its AI Coach platform with the launch of Call Analyzer. For the first time, contact center leaders can seamlessly connect new agent training with live agent assessment and ongoing coaching on one comprehensive platform.

Coaching 52

Coaching Telecommunications First call resolution Healthcare 52

CSM Magazine

SEPTEMBER 9, 2019

They would use their insights on the customer’s industry and send over articles and information on trends and best practices. They would maybe even create a portal where the customer could view and access their previous orders, or create a “one-click” reorder option.

Personalization 45

Personalization industry standards Customer centricity Coaching 45

CSM Magazine

OCTOBER 6, 2021

Using Calabrio WFM, leaders discovered ways to assist agents such as: specialised equipment, modified schedules, updating procedures, resolving IT connectivity issues and/or coaching when needed. Peckham was also honored as a “Certified Great Place to Work.”. The Globetrotter – Ascensos.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

TechSee

JUNE 4, 2019

Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. In-house social networks and forums promote the sharing of best practices and knowledge across customer service teams.

Call Center 117

Call Center Technology Gamification Coaching 117

CSM Magazine

SEPTEMBER 15, 2022

New Calabrio Research: Consumers Judge Brands Based on their Customer Service Experience, but Brands are not Empowering Contact Centre Employees for Success. Both consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on whether consumers stay loyal to a brand.

Customer Service 52

Customer Service Chatbots Contact Center Customer centricity 52

CSM Magazine

AUGUST 4, 2021

Eric Head, VP of Experience Leadership at Verint explores new opportunities to provide excellent customer service. As branches shut down due to COVID-19 regulations, customers turned to digital channels to conduct their business. Changing behaviors meant banks had to adapt quickly to meet new customer service needs.

Banking 52

Banking Customer Experience Customer Service Contact Center 52

Amity

OCTOBER 31, 2016

In 2012, our Co-Founders realized it was time to transform the customer support team into a true Customer Success team. We wanted to transform our team from one with a reactive approach to customer service into a one with a proactive approach to making our customers successful. That’s when I came on.

Coaching 0

Coaching Engineering Upselling Marketing 0

CSM Magazine

DECEMBER 15, 2022

According to international outsourcers CGS, 80% of consumers feel more emotionally connected to a brand when customer service solves their problem and 30% of consumers are willing to pay more for excellent service, a 6% increase over 2019. As a result, improving service levels is the top goal for 38% of contact centres in 2022.

Coaching 52

Coaching Analytics Feedback outsourcing 52

Callminer

SEPTEMBER 5, 2017

But when the whole month has a lot of calls which were of all different types, the quality report – which can identify potential gaps and required agent coaching or training – may be delayed by many days. Meanwhile, hundreds of other customer interactions may suffer. Who is coaching the coaches? Gene Caballero.

Call Center 140

Call Center call center software outsourcing Coaching 140