CX Global Media

JULY 9, 2019

About Linda Harden : Linda Harden is President of Pipeline Publishing Group and Publisher of the monthly contact center management magazine, Contact Center Pipeline. Her passion is to promote discussion, resources, events and services that impact the lives of our employees and customers.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

CrazyCall

SEPTEMBER 4, 2018

With over 1700+ employees so far, Hubspot, as a leading CRM, marketing, sales and customer experience platform brought in $114.6 Steli Efti is the co-founder and CEO of Close.io, the CRM that helps sales teams close more deals. Steli hasn’t always been a sales guru and executive of one of the fastest growing SaaS CRM.

Sales 129

Sales SaaS CRM B2B 129

CSM Magazine

DECEMBER 1, 2022

Healthcare customer care differs from traditional customer service (for industries such as insurance, banking, and utilities) but they share certain fundamental elements: Both are designed to enhance the customer experience by providing support when needed, with the goal of deepening loyalty. Ability to Escalate.

Healthcare 52

Healthcare Customer Care CRM Self service 52

CSM Magazine

MARCH 19, 2024

Designed to encourage and support customer in their own attempts to bring diverse talent into their workforce, it is intended to fund a new or existing plan to achieve this, such as an apprenticeship, coaching or training programme.

Finance 52

Finance Engineering Coaching CRM 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. You want your service department to be busy – that is a good thing.

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. Many of Calabrio’s customers have done just that, reducing wrap-up time by as much as 80% and AHT by 20%.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

CSM Magazine

APRIL 18, 2023

The current cost-of-living crisis combined with the usual stresses of managing a hybrid workforce and higher customer expectations put tremendous pressure on customer service organisations today. These widespread challenges are also holding many organisations back from delivering an exceptional customer experience (CX).

Coaching 52

Coaching Analytics Contact Center outsourcing 52

Callminer

FEBRUARY 21, 2018

She leads a team of highly engaged Team Leaders, Trainers, and Supervisors who share her commitment to exceptional customer service. Lauren Stafford is a Digital Publishing Specialist at Discover CRM. Call centers can forget about the importance of implementing a system that integrates well with their current CRM solution.

call center software 210

call center software Call Center Contact Center Analytics 210

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

CSM Magazine

NOVEMBER 28, 2016

Best-in-class live chat solutions like Velaro offer security features specifically for health care customers, but if your agents are under-trained, they’ll be unable to leverage some of those features—and the resulting benefits. Finally, coach reps to always use the live chat console. 2 Block IP Addresses as Needed. About the Author.

Customer Service 40

Customer Service Coaching CRM Enterprise 40

CSM Magazine

NOVEMBER 9, 2022

Davies was instrumental in creating Gartner Magic Quadrants for Customer Relationship Management (CRM), VoC and WEM (previously WFO), which are relied on today as the gold standard for understanding and evaluating the vendor landscape.

Marketing 52

Marketing Customer centricity SaaS Contact Center 52

CSM Magazine

APRIL 19, 2021

Xpedition , the Microsoft Dynamics Gold partner and trusted solution provider to the fashion and apparel sector, is partnering with Voyado the committed CRM challenger and natural choice for retailers in the Nordics, to supply a powerful cloud-based platform that enables retailers to create strong brand loyalty.

CRM 72

CRM Coaching Consulting Consulting 72

Mindtouch

APRIL 17, 2017

Adam Waid , Salesforce, Director of Customer Success, @adamwaid, LinkedIn. Alex Konrad , Forbes Magazine, Staff Writer, @alexrkonrad, LinkedIn. Allison Ewell , Seismic Software, Director of Customer Success, @SeismicSoftware, LinkedIn. Director: Customer Success Operations, @netmow, LinkedIn. Andy Mowat , Box, Sr.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

CSM Magazine

JUNE 16, 2022

Those who might not otherwise look for employment in a typical contact centre may be happy work in their own home responding to customer enquiries. On the flip side, contact centre leaders generally find it more difficult to on-board, train and coach agents when they are based remotely. Cloud is integral to remote and hybrid working.

Coaching 52

Coaching Self service Analytics Employee engagement 52

CSM Magazine

MARCH 13, 2022

Connect your CRM application to get the best of both worlds. Deliver more with AI : Be ready for whatever customers might want next. Improve interactions and identify skills gaps using quality management and advanced scoreboards to track, manage, and improve team performance, including gamification, coaching, and eLearning.

Gamification 52

Gamification Customer centricity Self service Surveys 52

Enghouse Interactive

OCTOBER 19, 2020

Be it as part of a query, on a call, buried in the CRM system, or posted to social media or online groups/forums. It’s all in the approach and how the data is analyzed. This is foundational to understanding causality. But, relying on that only provides one dimension (layer) of an answer.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

CSM Magazine

JANUARY 23, 2019

However, these same organizations frequently have no CRM or data management capability and don’t understand the customer journey or the desired customer experience. Bot coaching. As processes or customer expectations change, bots need to be coached to refine them and enhance their skills.

Contact Center 55

Contact Center Coaching Chatbots Analytics 55

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

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

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

DECEMBER 19, 2022

It’s not always easy being on the front line of customer service. Even with the most satisfied customer base, mistakes can happen and issues arise. It’s then very possible that the only human-to-human interaction a customer might have with a brand is when they reach out to customer service.

Coaching 59

Coaching Advertising Customer Service Sales 59

CSM Magazine

JANUARY 9, 2023

Customers can now access Playvox’s leading-edge workforce engagement solutions on Salesforce AppExchange. Playvox, one of the leading providers of workforce engagement solutions for digital-first and CRM-centric contact centers, today announced the launch of a global collaboration with Salesforce (NYSE: CRM). About Salesforce.

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59

CSM Magazine

OCTOBER 4, 2022

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers. Real-Time Agent Assist. Following a call, agents can simply review the automated summaries and add additional context as needed.

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

CSM Magazine

JANUARY 20, 2022

In fact, Microsoft’s State of Global Customer Service Report found a third of customers to agree that this was the most frustrating aspect of a poor customer service experience. This allows all operators to view each customer’s history and information instantly as a call comes in. Software to support.

CRM 52

CRM Coaching Surveys Personalization 52

CSM Magazine

JULY 14, 2022

Contact centre, UC and CRM vendors are rushing to develop or acquire workforce engagement solutions consisting of quality and workforce management, AI analytics and performance monitoring tools – albeit to a greater or lesser degree of success. Customer loyalty is changing – there is no doubt that customer attitudes have altered.

Management 59

Management Agent Empowerment Analytics Cloud contact 59

Netomi

NOVEMBER 8, 2021

A help desk (or service desk) is case management software that helps companies receive, assign, resolve and analyze customer service tickets or queries from internal audiences (IT or HR). Service desk chatbot tools act as the first line of defense interacting with customers to automatically resolve highly repeatable tickets.

Chatbots 52

Chatbots Enterprise Self service CRM 52

CSM Magazine

APRIL 25, 2022

For example, around 76% of consumers today prefer some kind of self-service option. Giving customers the ability to self-serve allows your employees to focus on the customers who need that extra personal touch. Kate Kompelien, director of customer experience solutions, Avtex.

Scripts 52

Scripts Morale Banking Contact Center 52