CSM Magazine

APRIL 25, 2024

In today’s fast-paced market, businesses across the UK face numerous hurdles in attracting and retaining customers. Utilise surveys, focus groups, and social media analytics to gather insights into customer preferences and behaviours. Businesses must navigate these waters carefully to build a loyal customer base.

Customer centricity 52

Customer centricity Journey mapping Feedback Entertainment 52

CSM Magazine

JANUARY 23, 2023

Over 70% of UK organisations which offer contact centre services are failing to implement new ways of communicating with their customers, a new survey shows. We are in an era when it has never been more important to get the balance right between a human conversation, and using tools like live chat, instant messenger and smartphone apps.”

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Surveys Consulting 52

JustCall

JULY 18, 2023

In June, we announced our new AI-powered Conversation Intelligence platform, JustCall iQ, to enhance agent onboarding, agent productivity with improved analytics to help your team be more productive. This will enable our users to make smarter, well-informed decisions thanks to AI-based conversational insights.

Analytics 52

Analytics CRM Sales Technology 52

CSM Magazine

OCTOBER 5, 2023

Advanced analytics and newly introduced ‘dashboards’ are also helping Blade to better understand a variety of performance indicators for example quote conversion metrics and ‘turnaround’ time statistics in addition to comparing job data details with other data such as rainfall or wind conditions.

Engineering 59

Engineering CRM Finance Enterprise 59

CSM Magazine

JUNE 10, 2022

Series-A bound UK scale-up EvaluAgent has today announced the launch of its AI-powered Conversation Analytics capabilities. Designed and built with its’ actual customers, this is the first analytics product available to the Contact Centre market that has real user cases at the heart of its functionality. About EvaluAgent.

Analytics 52

Analytics Marketing Average Handle Time Quality management 52

CSM Magazine

MAY 16, 2023

Sabio – the digital customer experience (CX) transformation specialist which has offices in London, Bristol, Manchester and Glasgow – unveiled its new Interaction Analytics Proof of Value (PoV) offering today which combines advanced analytics technology with its expert consultancy services.

Analytics 52

Analytics Consulting Consulting Customer centricity 52

CSM Magazine

OCTOBER 3, 2023

This was the key takeaway from a recent House of Lords thought leadership breakfast I attended, organised by ourselves at Sabio Group alongside Nutun CX, the Durban-based contact centre BPO, and the Retail Trust, the UK-based charity supporting the industry. The result?

Customer Experience 59

Customer Experience outsourcing Chatbots Education 59

CSM Magazine

FEBRUARY 1, 2022

EvaluAgent , who specialise in enabling Contact Centres Agents to have better conversations with customers through their Quality Assurance (QA) and Performance Improvement platform, are celebrating a record 2021 which saw revenues double in the year to December 31, which also saw it boost its staff numbers and clients. said Jamie. said Jamie.

Analytics 52

Analytics Feedback Sales Customer Service 52

CSM Magazine

OCTOBER 12, 2022

Research from the UK Call Centre Management Association (CCMA) also indicates the telephone continues to be many people’s preference for the most sensitive and challenging types of support needs: reporting fraud (48%), warranty/repair queries (30%) and refunds (28%). 3 Ways to Master the Art of Good Telephone Conversations.

Coaching 52

Coaching Upselling Analytics Customer centricity 52

Infinity

DECEMBER 16, 2021

A recent UK 2021 report on the state of the customer experience revealed that as many as 30% of UK B2C companies are still not back to pre-pandemic CX levels. The phone call - the major point of customer conversion. With Conversation Analytics, nothing is reliant on guesswork or opinion. Key Takeaways.

Customer Experience 52

Customer Experience Analytics B2C First call resolution 52

Infinity

APRIL 26, 2022

Research shows that 91% of UK marketers believe that Martech budgets will increase next year, from their current average of £533,300. 60% of smartphone users contact a business directly from a search result – but not all of them move all the way through to conversion via the website. Are conversions happening quickly?

Analytics 52

Analytics B2B Accountability Marketing 52

CSM Magazine

APRIL 7, 2022

Launched at ‘Disrupt’ – the UK version of Sabio’s flagship annual event – ‘ Sabio Console ‘ integrates customer contact channels such as voice, webchat, SMS and WhatsApp into industry leading conversational AI platforms like Google CCAI, ES & CX. ” About Sabio. .”

Customer Experience 52

Customer Experience Transportation Virtual Agent APIs 52

CSM Magazine

JANUARY 29, 2021

In this post, we’ll look at how chatbots work, while asking how they’re beginning to influence a wider range of marketplaces in the UK (including the processing of equity release requests). There are two main types of chatbot currently active in the UK; the first of which is task-oriented and single purpose programs.

Chatbots 69

Chatbots Analytics Technology Marketing 69

Eptica

APRIL 12, 2019

Author: Pauline Ashenden - Marketing Manager It’s been a busy few weeks in customer experience, with the Institute of Customer Service’s Annual Conference and the Call and Contact Centre Expo both happening in the UK, ahead of this week’s Stratégie Clients. The 4 barriers to meaningful consumer conversations.

Benchmark 76

Benchmark Government Analytics Chatbots 76

Infinity

FEBRUARY 22, 2022

Every conversation matters and by adding call monitoring software to your tech stack, you’re better equipped to discover what matters in every conversation. Understand the keywords that are more likely to drive conversions. Tap into conversational trends. Here’s how companies have successfully used Conversation Analytics.

Analytics 52

Analytics Telecommunications Airlines Sales 52

Infinity

MARCH 7, 2022

UK budgets for digital marketing tools are due to surge by an average of £30,800 this year, with 91% of UK marketers expecting to invest even more in Martech next year. It’s at this moment where you're is in a prime position to turn those calls to conversions. Your calls should be measured as conversions.

Marketing 52

Marketing Analytics Sales Metrics 52

CSM Magazine

JANUARY 25, 2023

Despite the cost-of-living crisis, research from Statista predicted that retail sales during the holidays were expected to reach more than £82 billion in the UK, the busiest shopping period of the year when customer queries typically increase dramatically. Don’t know what they are?

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

CSM Magazine

NOVEMBER 14, 2023

Leading research and consulting firm Gartner predicts that Conversational AI will reduce contact centre labour costs by $80billion in 2026 and over the same period, one in 10 agent interactions (10%) will be automated, an increase from an estimated 1.6% of interactions today.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

CSM Magazine

MARCH 1, 2022

Automated cloud WFM solution supports hundreds of agents handling tens of thousands of voice and live chat conversations as Cazoo contact centre doubles in size. . Cazoo’s mission is to transform the car buying and selling experience across the UK & Europe by providing better selection, value, transparency, convenience and peace of mind.

Management 59

Management Multichannel Finance Employee engagement 59

Connect

DECEMBER 11, 2023

By orchestrating first-line customer engagement with intelligent routing, the solution can allocate basic engagements and repetitive tasks to automated AI solutions like chat bots or conversational virtual agents. Connect with us: Connect UK , Connect South Africa , Connect India , Connect USA.

Technology 93

Technology Average Handle Time Cloud contact First call resolution 93

Infinity

SEPTEMBER 1, 2021

The automotive industry is one of the largest buyers of digital advertising in the UK, contributing 13% of all spending. In fact, it’s estimated that there are more than 13,000 dealerships of various sizes in the UK, spending almost £2,000 per month, on average, with Auto Trader alone. Unlock the insights trapped in conversations.

Automotive 52

Automotive Advertising Banking Analytics 52

CSM Magazine

MARCH 13, 2022

Avaya has announced results of an online market research survey conducted by IDG Communications indicating the most successful UK&I businesses recognise customer-centricity involves an interconnection between Customer, Employee, User, and Multiexperience. . They also utilise more complete analytic tools. About the Author.

Gamification 52

Gamification Customer centricity Self service Surveys 52

CSM Magazine

NOVEMBER 27, 2020

Conversely, the motor insurance industry saw claims fall by an estimated £1billion, prompting insurers to jump on the opportunity to reimburse customers and retain their business. However, finely-tuned conversational systems can.”. Can Conversational AI Provide Personalisation? Waiting times. Enhancing Customer Experience.

Wait times 98

Wait times Chatbots Enterprise Technology 98

Beyond Philosophy

JUNE 4, 2020

Before we get into that, let me remind you that this issue is based on a conversation we had on our podcast recently with advertising legend Rory Sutherland (@rorysutherland), who is the current Vice-Chairman of Ogilvy in the UK. In other words, there are far brighter people than me using analytical tools.

Consulting 390

Consulting Consulting Advertising Analytics 390

ShepHyken

JULY 11, 2022

3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. Here are a few tips to make sure your company is approaching CX in an effective manner that helps you optimize your ability to turn qualified leads into conversions. Here are my top five picks from last week. My Comment: How do you measure CX?

Customer Service 61

Customer Service Average Handle Time Metrics Analytics 61

Call Journey

SEPTEMBER 13, 2020

Call Journey further cements its position as the leading Conversation Analytics provider in Australia with the release of the latest version of its advanced Automatic Speech Recognition (ASR) environment – CJ V6.5, offering best-in-class transcription accuracy and market-leading Word Error Rate (WER) for its Australian market.

Analytics 52

Analytics Marketing Engineering Technology 52

CSM Magazine

OCTOBER 3, 2023

Accepting its limitations as outlined, ChatGPT can understand and generate human-centric conversations, act as a virtual assistant, and enable customers to interact with it, receiving personalised answers. In addition, the technology has the advantage of being able to manage multiple conversations and queries in real time.

APIs 59

APIs Healthcare Chatbots Customer Service 59

Infinity

FEBRUARY 21, 2019

Last year, IT investment in the UK travel industry grew 5%. Whilst there is common sense in holding back on lavish spending and being sensible with budgets, are UK travel companies actually doing themselves an injustice by not investing in IT software? Use data analytics to understand customers behaviour “.

Analytics 45

Analytics Marketing Sales Technology 45

Inbenta

APRIL 8, 2021

One month into the pandemic, e-commerce revenue had already grown by 68% and conversion rates had risen 8.8% According to the UK-based Office for National Statistics, e-commerce grew by 46% in 2020. Indeed, automated e-commerce search can be an invaluable business tool that can drive sales, conversions, and a positive user experience.

Advertising 69

Advertising Analytics Chatbots Sales 69

CSM Magazine

NOVEMBER 29, 2022

This is according to new data presented in the UK Utilities Sentiment Index, quantifying social media backlash against energy providers, with British Gas performing the worst. Across the industry, energy suppliers experienced more negative social conversation than positive, resulting in an alarming average Net Sentiment score of -53.6%.

Wait times 52

Wait times Feedback Analytics Customer Service 52

JustCall

AUGUST 16, 2023

It provides a platform for businesses to initiate conversations using approved message templates, thereby streamlining the communication process. Whether it’s for support inquiries, sales leads, or marketing conversations, businesses can engage with customers like never before.

CRM 52

CRM Advertising Customer centricity Coaching 52

Netomi

SEPTEMBER 20, 2021

Companies are launching their best AI chatbots to carry on 1:1 conversations with customers and employees. AI-powered chatbots provide a more human-like experience, are capable of carrying on natural conversation, and continuously improve over time. Natural Language Understanding for human-like conversation. Reporting/Analytics.

Chatbots 126

Chatbots APIs Surveys Analytics 126

CSM Magazine

NOVEMBER 3, 2020

Agents can even ask AI assistants questions while in conversation with a customer to deliver fast, accurate, emotionally intelligent responses. Take Get Living, the pioneering UK property management company that serves residents of London and Manchester’s most fashionable neighbourhoods. About the Author. Established in 2014, EBI.AI

Customer Service 105

Customer Service Automotive Transportation Big data 105

Infinity

NOVEMBER 18, 2021

Hotels in the UK were quickest to feel the effects of the lifting of restrictions, with many holidaymakers choosing to stay in the UK in 2021. Here are three ways in which hotels can differentiate themselves by harnessing the power of phone conversations: Understanding who and where your customers are. Want to know more?

Sales 52

Sales Analytics Marketing Technology 52

CCNG

OCTOBER 19, 2022

UK consumers are slightly more likely to leave a brand (90%) than their US counterparts (81%). NICE inContact, 2018) 59% of customers had a conversation with a customer service representative or agent via telephone, making phone calls the most commonly used customer service channel.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195