CSM Magazine

AUGUST 8, 2023

One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before. One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

NobelBiz

JANUARY 23, 2024

As a call center owner, manager, or supervisor, are you grappling with the challenges of elevating customer satisfaction, retention and boosting lead generation? The answer to these pressing concerns may lie in the transformative power of Customer Support as a Service (CSaaS).

Customer Support 52

Customer Support Contact Center contact center solutions outsourcing 52

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). In this blog post, we’ll answer all these questions and more.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

JustCall

AUGUST 10, 2022

In this comprehensive blog, we will look at other Avoxi alternatives that demonstrate features that are similar to Avoxi but are a shade better in some way or another. Let’s deep dive to understand what these are in terms of ease of use, user rating, affordability, and value for your money. You’ve come to the right place.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 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. At Netomi, we deeply care about improving the customer experience.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Global Response

MAY 15, 2023

What do call center quality and your car have in common? Call center quality is often handled similarly—pushed to the backburner until there’s a glaring issue or a flashing red light indicating a major problem. Worse, it can result in major problems that could have been avoided if quality had been a priority from the beginning.

Call Center 62

Call Center Scripts Coaching outsourcing 62

AWS Machine Learning

FEBRUARY 6, 2023

This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk. Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots.

Cloud contact 68

Cloud contact Self service Contact Center Virtual Agent 68

JustCall

APRIL 5, 2023

The need for customer success management is fairly new and fast becoming pertinent. These include the need to create value for customers on a recurring basis as well as lowering the switching costs for customers. Traditional customer support models will not cut it. What is customer success management or CSM?

Management 52

Management CRM Analytics Customer retention 52

GetFeedback

JANUARY 19, 2020

After providing an overall rating, I got a request to rate four different attributes, using the same “terrible” to “excellent” scale. . The entire process took a few minutes, and I think was designed well for a web or mobile experience. . After my trip was over, I received one final request using a Net Promoter (NPS) rating scheme.

Surveys 146

Surveys Journey mapping Feedback B2B 146

CSM Magazine

FEBRUARY 17, 2021

In the first of a new series of blogs, he shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM). The pandemic has shifted the world of work and elevated the importance of agility in contact centres to meet the moment – whatever that moment may be.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

JustCall

APRIL 24, 2023

If your business has specific needs that CallHippo can’t cater to, you can continue reading this blog to know more about some of the best CallHippo competitors for 2023. This is why you must ensure that the cost of ownership remains manageable. Introduction CallHippo is one of the most popular VoIP software providers in the market.

voip 52

voip CRM Enterprise Call Center 52

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Customer-facing AI technologies.

Technology 122

Technology Customer Service Gamification Contact Center 122

Liveops

DECEMBER 27, 2018

12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Here’s what the experts said about customer service in 2018: 1.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. How likely are you to recommend Net Promoter System to your CX colleagues? (on

Consulting 135

Consulting Consulting Metrics Feedback 135

Hodusoft

NOVEMBER 1, 2022

Customer service has become a competitive aspect for all businesses. Companies, regardless of their size, are leaving no stone unturned to improve their customer service experience. Understanding who answered the call and how they handled it is essential to providing better customer service and gaining more clients.

First call resolution 52

First call resolution call center software Call Center Wait times 52

JustCall

APRIL 12, 2023

Using an auto dialer can boost agent productivity and efficiency by as much as 300 to 350% (that is 3x more calls every hour per agent). In this blog, we will deep-dive to understand the auto dialer functionality. In other words, it doesn’t allow the prospect/customer to decide whether the call should be placed or not.

Scripts 52

Scripts Sales CRM Contact Center 52

ProProfs Blog

FEBRUARY 7, 2020

Everyone says that customer support used to be easy. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. At least it was obvious that customers would simply walk to the store whenever they needed support. . Customer support is not rocket science. Customer Support Defined.

Customer Support 160

Customer Support Surveys Inbound sales Construction 160

Noble Systems

JUNE 27, 2019

In a previous blog , we outlined advantages of moving a customer experience platform to the cloud. Improve the customer experience with intelligent routing and automated responses. Features such as touch-tone and roles-based routing get customers to the right agent quickly, reducing frustration.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

Etech GS

APRIL 30, 2019

It should come as no surprise that negative customer experience with a company’s contact center poses a huge threat to the consumer’s loyalty to that product or brand. Customers have more options than ever, and competition is fierce. Zappos is a perfect example of this. I call this the “love the one you’re with” approach. .

Contact Center 71

Contact Center Coaching Healthcare Feedback 71

Select VoiceCom Blog

JUNE 13, 2023

AI technologies are transforming business operations, from chatbots providing instant customer support to intelligent data analytics improving decision-making. In fact, 64% of business owners believe AI can enhance customer relationships. million full-time workers across 1,000+ companies.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Chatbots Best practices 52

NobelBiz

MAY 2, 2023

Welcome to this insightful blog post, where we discuss building a successful outbound lead generation strategy for contact centers. Industry experts Ali Janjua, the president and co-founder of Work LLC, and Mike McGuire, with 24 years of experience in contact center operations, share their knowledge and tips for the lead generation community.

Contact Center 52

Contact Center Average Handle Time Call Center CRM 52

Liveops

DECEMBER 27, 2018

12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Here’s what the experts said about customer service in 2018: 1.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

Pointillist

JULY 5, 2019

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. More importantly, she wants to know how your CX team will improve them.

Analytics 45

Analytics Feedback Surveys Enterprise 45

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. If so, you are not alone.

Analytics 43

Analytics Metrics Government Journey mapping 43