Call Design

JUNE 20, 2022

Unlocking productivity within a contact centre through the utilisation of intelligent automation is key to quantifying how automation and artificial intelligence has provided an unprecedented return on investment. Intelligent automation’s ability to quantify return on investment is appealing from a business case perspective.

Coaching 78

Coaching SaaS Engineering Management 78

Taylor Reach Group

MAY 11, 2021

Employees sometimes struggle to make a connection between these statements and how they impact their day-to-day activities. Employees sometimes struggle to make a connection between these statements and how they impact their day-to-day activities. How can this gap be addressed?

Customer Service 145

Customer Service Front-line service Call Center Accountability 145

CSM Magazine

JULY 21, 2023

In a rapidly evolving, increasingly customer-centric business landscape, enterprises are recognising the need for a deeper understanding of their customers. They are finding invaluable insights not in traditional market research, but in their contact centres, the bustling hubs of customer and colleague conversations.

Enterprise 52

Enterprise Customer centricity Chatbots Consulting 52

CSM Magazine

NOVEMBER 3, 2022

In these uncertain economic times, how do we nurture agents to secure revenue? Recent research shows consumers believe there is a direct correlation between contact centres and brand loyalty. According to 88% of contact centre managers, brand perception also directly influences overall company revenue.

Gamification 52

Gamification Coaching Analytics Customer centricity 52

CSM Magazine

APRIL 18, 2023

As consumers tighten their belts and organisations undergo digital and workplace transformations, there has never been a better time to invest in the contact centre. These widespread challenges are also holding many organisations back from delivering an exceptional customer experience (CX).

Coaching 52

Coaching Analytics Contact Center outsourcing 52

Fonolo

JANUARY 14, 2021

Fostering an inclusive work environment is essential if you want a high-performing contact center team. If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. 3 Reasons Why Agent Satisfaction is the New Customer Satisfaction.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

CSM Magazine

JULY 10, 2023

At Disrupt 2023, Joe O’Brien of Sabio interviewed Stephen Yap, Research Director at the CCMA, on the benefits of empowering contact centre advisors to help deliver excellent CX. So fundamentally, the demand that’s going into contact centre is changing. Watch the full video here.

Average Handle Time 52

Average Handle Time Scripts Technology Management 52

CSM Magazine

JANUARY 25, 2023

If the festive season left your frontline staff frazzled, now is the time to give them a welcome energy boost. Great news for businesses that rely on the festive season to tide them over during the leaner months but extremely stressful for agents in contact centres. Here are our top tips: 1. Don’t know what they are?

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

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

CSM Magazine

MAY 12, 2021

Ross Daniels at Calabrio believes it’s a great aspiration for all modern organisations and presents a unique opportunity to elevate the status of the contact centre. Today, the key to success lies in becoming a Connected Enterprise where all parts of the organisation work together to deliver exceptional customer experiences.

Enterprise 64

Enterprise Construction Finance Benchmark 64

Anexa BPO

NOVEMBER 24, 2023

Customer engagement is a critical differentiator for your business. Engagement drives the emotional connections customers develop as they interact with your brand, elevating their level of involvement and nurturing loyalty. How to Calculate Your Customer Engagement Score CES is not your average metric.

Customer centricity 52

Customer centricity Sales Metrics Technology 52

Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Infinity

AUGUST 9, 2021

In an increasingly competitive world, it has become more important than ever to provide outstanding customer service. What if you could reduce your average call handling time (AHT), significantly ramp up your phone agents to drive more successful outcomes, and turn those make-or-break conversations into satisfied customers?

Analytics 52

Analytics Scripts Upselling CRM 52

Enghouse Interactive

DECEMBER 16, 2020

Thankfully, one thing that won’t change is the seasonal appearance of Father Christmas, delivering presents to millions around the world. The man in red has an unrivalled reputation for customer service, satisfying children for many decades by providing what they’ve asked for, on time, year after year. Keep your promises.

Customer Service 74

Customer Service Personalization Contact Center Customer Experience 74

Infinity

MAY 9, 2022

Metrics are the most effective way of monitoring and measuring the performance of your contact centres. Tracking the right metrics can unlock a wealth of insights that will make your call centre operations more effective than ever. How can call centres improve metrics? How can it be tracked?

Metrics 52

Metrics Abandon rate Average Handle Time Analytics 52

NICE inContact

MAY 8, 2019

Companies hold contact centres accountable for delivering a critical competitive differentiator — superior customer experience. And so do customers: In fact, 73% of consumers say customer service plays an important role in their purchase decisions. What Do Customers Want?

Advertising 63

Advertising Cloud contact Customer centricity Customer retention 63

ShepHyken

JANUARY 9, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Predictions for 2023 by Dan Gingiss. Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts? (Dan

Customer Service 32

Customer Service Consulting Consulting Customer Experience 32

CSM Magazine

MARCH 31, 2020

EBI.AI, one of the most advanced Artificial Intelligence (AI) labs in the UK, has launched a brand-new bot designed to help companies manage the increased and fluctuating number of customer calls caused by the current Coronavirus emergency. and ‘How do I contact you?’. Henry Jinman, Commercial Director of EBI.AI

Automotive 59

Automotive Transportation Big data Analytics 59

CSM Magazine

SEPTEMBER 11, 2023

He said: “Getting the most from your WFM tool isn’t just about software; it’s about the strategic alignment of operational processes and resources to meet overall business objectives.”

Management 52

Management Entertainment Consulting Consulting 52

Vonage

JANUARY 16, 2017

Contact centres act as the front-line for many businesses. They are the point of contact where customers and companies meet to resolve issues and buy products and services. Operating at their best, contact centres play a fundamental part in creating a positive customer experience.

Customer Service 86

Customer Service Feedback Technology Customer centricity 86

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

CSM Magazine

JULY 14, 2020

Rob Crutchington shows how to drive compliance and build customer confidence using Agent Assisted Payments. Contact centres should take charge now, reassuring customers that it’s safe to make card payments by getting back to basics and embracing the functionality of secure Agent Assisted Payment solutions.

Finance 52

Finance Interactive Voice Response Education CRM 52

Blueship Call Center

SEPTEMBER 12, 2023

Your important time will be freed up as a result. Every company wants to develop fruitful customer connections. Every company wants to develop fruitful customer connections. Here, the demands of the clients are met when to outsource order processing services. Sales and customer satisfaction are directly related to it.

outsourcing 68

outsourcing Customer Experience Customer Care Sales 68

Aspect

OCTOBER 25, 2018

We recently held the first in a series of breakfast seminars outlining the current challenges being faced by customer contact teams. The event, held in the beautiful setting of Tower Bridge aimed to provide insights on how organisations can transform their contact centres to remain competitive in an increasingly difficult landscape.

Interactive Voice Response 48

Interactive Voice Response Chatbots Self service Enterprise 48

Select VoiceCom Blog

MAY 10, 2023

Examine how outsourcing can aid your ecommerce operations in growing. How Outsourcing Can Scale Ecommerce Businesses Outsourcing ecommerce services is a game-changer for organisations wishing to expand their operations. You can enhance your security by working with firms that focus on cybersecurity and risk management.

outsourcing 52

outsourcing Advertising Enterprise Marketing 52

CSM Magazine

MAY 27, 2020

Antony Jagger, Manager, Customer Solutions, Aptean , looks at some of the challenges associated with mobilising customer services teams in the financial services sector, and asks: is a home working model sustainable in the long term? Remodelling the call centre. Of course, neither of these models is ideal.

SaaS 52

SaaS Customer Service Management 52

Fonolo

MARCH 4, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Clarabridge

SEPTEMBER 21, 2017

By: Brownell O’Connor, Contact Centre Expert, Smith + Co. . For better or worse ‘Customer Experience’ has become one of the most talked about fads in business circles. The apparent struggle to understand, master and leverage CX for positive business benefits is perhaps no more evident than in the contact centre.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

Hodusoft

JULY 3, 2023

When agents learn to make the most of their stipulated time and provide superior customer service within that, then nothing can stop money from pouring in. When customers call your call center (or contact center), they need their issues and queries to be resolved as fast as possible. How to calculate AHT?

Average Handle Time 52

Average Handle Time Abandon rate Call Center Interactive Voice Response 52

CSM Magazine

JULY 16, 2020

Customer service is what matters most. It’s a sentiment that is reflected in the latest findings of multinational professional services company Ernst & Young (EY). As the insurance sector competes to win market share, Henry Jinman at EBI.AI The UK general insurance market continues to be fiercely competitive.

Automotive 59

Automotive Transportation Enterprise Upselling 59

Infinity

OCTOBER 20, 2019

What effect has the tech tsunami had on the contact centre, and how is in the industry managing to keep up? To find out more, we’ve approached contact centre CEOs, journalists, and C-suite members to reveal how tech changed the future of the contact centre, and what you can do to keep up.

Chatbots 40

Chatbots Consulting Consulting Banking 40

COPC

MARCH 23, 2020

Contact workathome@copc.com for support in setting up your Work-At- Home operations. The COVID-19 crisis is impacting the contact centre and BPO industry all around the world. The mayor of Seoul in South Korea even stated that the call centre was the largest case of mass infections in the city. Introduction.

At home agents 52

At home agents Consulting Consulting Government 52

Infinity

APRIL 5, 2018

This point by Thomas John from Five9 during his talk at this year’s Call & Contact Centre Expo in London may sound like a warning of an ominous future. A support call or complaint from a customer is your chance to show them that you’re there for them when it matters. This is often the job of the contact centre.

Finance 49

Finance Chatbots CRM Technology 49

REVE Chat Blog

MAY 5, 2020

In the hyper-competitive markets, understanding the customer preferences to interact with your brand is imperative. It supports you to meet their expectations and deliver a great customer experience. Customers are likely to spend 140% more after a positive experience than customers who report negative experiences.

Journey mapping 99

Journey mapping Advertising Chatbots Feedback 99

CSM Magazine

APRIL 5, 2018

Priya Iyer, Chairman & CEO at Vee24 looks at the the growing trend of AI in the contact centre and how it will affect the customer experience. ChatBots are being used in every industry vertical—retail, automotive, financial services, even healthcare—to replace humans in contact centres.

Customer Care 40

Customer Care Chatbots Automotive Average Handle Time 40

ijgolding

AUGUST 3, 2018

It des not matter which industry your organisation is a part of, every traditional business is being challenged in ways they could never have imagined when they were founded – whether it be as long as one hundred years ago, or as recently as ten years ago. and ‘how are we going to continue to make our purpose a reality?’;

Multichannel 76

Multichannel Customer centricity Sales Management 76

Enghouse Interactive

JULY 2, 2018

Most contact centres now have access to call recordings, but are they being utilised in the most effective ways within your business? In the following blog we will highlight how call recording can be integrated into your contact centre to help deliver an exceptional customer experience.

Chatbots 40

Chatbots Analytics Self service Quality management 40