CSM Magazine

MARCH 24, 2022

By integrating new digital field service management (FSM) solutions, retailers can maintain control of the complete customer journey, even when relying on third-party entities. According to Gartner, by the end of this year 85% of customer service interactions will start with self-service. About the Author.

Customer Experience 119

Customer Experience Self service Analytics Upselling 119

Call Design

FEBRUARY 11, 2021

Bliss 2004), you can see why turnover, or minimising it, is so important. Technology has enabled contact centres to deflect simple calls from agents to self-service for years, and this trend continues in the current environment. Ad hoc changes to an agent’s actions can highlight an issue before voice analytics can pinpoint this.

Self service 103

Self service Consulting Consulting Analytics 103

CSM Magazine

JANUARY 22, 2020

The QuandaGo service offerings include: Omnichannel Contact Center — Provides all the technology and tools to quickly activate a modern-day, dynamic cloud contact center. Knowledge Management — Enables companies to bring together company-wide data, making it available in a single place for agents, as well as for customers in self-service.

APIs 52

APIs Cloud contact Contact Center voip 52