CSM Magazine

NOVEMBER 27, 2020

The assembled experts reported that, at the end of March 2020, they had between 15% and 50% of contact centre colleagues working from home and that this had caused particular challenges for customer service colleagues working overseas. Technology has been a massive enabler in that regard.”.

Wait times 98

Wait times Chatbots Enterprise Technology 98

CSM Magazine

MARCH 13, 2020

For organizations that experience high levels of churn, as seen in the mobile telecoms, insurance and energy sectors, a seamless customer journey can make the difference between keeping them onboard for another year, or losing customers to your nearest competitor.

Chatbots 64

Chatbots Customer retention Contact Center Self service 64

CX Global Media

JULY 8, 2019

And the way to reach more people than ever before is to take advantage of the same technologies that have turned our industry upside-down. About Laura Sikorski : Laura is a recognized expert with over 33 years’ experience in Contact Center operations and technology. Steve DiGioia Customer Service Crusader, Author, & Trainer.

Contact Center 120

Contact Center Education Coaching B2B 120

CSM Magazine

MAY 25, 2023

Since launching in 2006 in South Africa, CCI Global offers international outsourcing services for every stage of the customer lifecycle from sales all the way through to retention, and everything in between. Here they explain the importance of effective training and development for contact centre staff.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Education Government 52

Callminer

FEBRUARY 21, 2018

Nenad is the co-founder & CEO of CroatiaTech , a future technology development company that focuses on software & website development, machine learning, AI, VR, AR and mechatronics. Able to adapt with the future additions and expansions of your other service bundles. Peter Abah is the Head of Customer Support at Hotels.ng.

call center software 210

call center software Call Center Contact Center Analytics 210

Bill Quiseng

MAY 8, 2017

The year was 1987, a time when technology was advancing at a tremendous pace. New technologies are shaping the world around us, and small businesses have a tremendous opportunity to capitalize on these advancements. As the technological complexity of customer relationships evolve, so must our approaches to them.

CRM 98

CRM Analytics Technology Education 98

Enghouse Interactive

NOVEMBER 1, 2018

The analyst’s recent “The Inner Circle Guide to Omnichannel” report looked at the proportion of UK contact centre inbound interactions by channel since 2006, with predictions shown until the end of 2021. Artificial intelligence and robotic technology are being used much more extensively within the contact centre. per cent by 2021.

Self service 40

Self service Accountability Technology Customer Experience 40

ijgolding

SEPTEMBER 15, 2016

Chatbots – computer programs that mimic conversations with users by using artificial intelligence (AI) – are the latest technology trend to hit the webchat world. This can range from anything between helping you purchase a belt on Topshop to answering a customer service query regarding the location of a parcel.

Chatbots 0

Chatbots Customer Experience outsourcing Finance 0

CSM Magazine

NOVEMBER 6, 2016

It’s around twenty years since businesses began to think seriously about customer service as a means of growing competitive advantage. The answer, of course, was great customer service. The journey to customer and revenue retention. What could they offer over and above their competitors? But how do we prove this?

Chief Customer Officer 55

Chief Customer Officer Customer retention Customer centricity Analytics 55

CSM Magazine

JUNE 27, 2018

Cathal McGloin, CEO of ServisBOT describes why AI is perfectly poised to help customer service professionals shine. Customer service departments are still rooted in voice-centric service infrastructure, but this is about to change. Voice from the past. Escape from routine.

Scripts 40

Scripts Chatbots Enterprise Healthcare 40

CSM Magazine

OCTOBER 15, 2019

For much of their history, utilities haven’t had to pay too much attention to customer experience (CX). The focus in many areas, has tended to be on technologies that supported infrastructure and reduced operational costs. But today’s customer expects much more. She joined Striata in 2006 as Head of Email Marketing.

Marketing 40

Marketing Customer Experience Personalization Customer Service 40

ClearAction

OCTOBER 16, 2019

Sweetened deals to lure away competitors’ customers can alienate existing customers. A wider array of customers means more customer personas and subsequent high demands on Customer Service and Customer Success roles. That’s not as impossible as it seems, given the promises of today’s technologies.

Customer Experience 59

Customer Experience Customer centricity Marketing Customer retention 59

Livepro

JULY 17, 2018

In many of his roles, Paul’s primary focus has been to substantially improve business revenue and profits through a passion of providing improved customer service through ‘real’ innovation. Paul has received a number of awards for customer service excellence including ‘best practice in manufacturing’ from the Victorian Government.

Transportation 40

Transportation Government Multichannel Consulting 40

Balto

AUGUST 3, 2022

We limited respondents to those whose organizations contained sales, customer service, or collections contact centers. The most represented industries in our survey were Financial Services (13.3%), Technology (11.1%), and Manufacturing (10.5%). Figure 8: Effect of Bad Customer Service on Purchasing Decisions.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

LiveChat

APRIL 3, 2017

Now pulling in more than $2 billion annually from customers like Netflix, Comcast, Dropbox, Shell and more, Amazon Web Services (AWS) started as nothing more than an internal experiment. After one Amazon customer had his PlayStation gaming console stolen from his front porch before getting home to bring it inside, he felt defeated.

Marketing 51

Marketing Metrics Technology Customer Experience 51

Kayako

APRIL 12, 2022

As more and more customer transactions occur virtually, the quality of online help desks and customer service support is becoming an essential differentiator for companies. Apart from the stats, it is important to look for examples of company success stories improving customer service and productivity.

Customer Service 114

Customer Service Self service Education Technical Support 114

Comm100

NOVEMBER 13, 2022

How to Improve Customer Service. We all know that customer service is important, but just how instrumental it is to success of a company might surprise you. A massive 91% of customers agree that a positive customer service experience makes them more likely to make another purchase. Table of Contents.

Customer Service 72

Customer Service Chatbots Best practices Surveys 72

Customer Interactions

AUGUST 7, 2014

Jason is a Telecommunications Specialist with the Monterey County Information Technology Department in Salinas, California. Jason Sturgill has worked for the Monterey County Information Technology Department since October 2006. Her peers describe her as incredibly supportive, helpful and the epitome of a servant leader.

Telecommunications 31

Telecommunications Construction Morale Technical Support 31

Vonage

AUGUST 7, 2017

“Customer service—now that’s a dying art.” I’m just not convinced that customer service is in particularly bad shape compared to how it was in the gauzy, dimly-remembered past. In fact, objectively speaking, customer service and the customer experience are in many ways better than they used to be.

Customer Service 96

Customer Service Engineering Consulting Consulting 96

CSM Magazine

JUNE 30, 2021

Founded in 2001, in the West Midlands, UK, as a manufacturer of leisure machines for the hospitality industry, Intouch Games launched its first mobile casino games in 2006. Proud of its reputation for exceptional 24 x7 customer service, the company wanted to scale its support for players while managing any peaks in demand.

Chatbots 105

Chatbots Self service Accountability Interactive Voice Response 105

Vonage

OCTOBER 2, 2017

“Customer service—now that’s a dying art.” I'm just not convinced that customer service is in particularly bad shape compared to how it was in the gauzy, dimly-remembered past. In fact, objectively speaking, customer service and the customer experience are in many ways better than they used to be.

Customer Service 48

Customer Service Engineering Consulting Consulting 48

Callminer

SEPTEMBER 5, 2017

Technology systems that provide pre-recorded disclosures and automated statement delivery that is integrated with each call can make onboarding processes much easier. She has a command to write on call center software and new technologies used in contact centers. Her articles are also published on other sites as a guest blogger.

Call Center 140

Call Center call center software outsourcing Coaching 140

Taylor Reach Group

APRIL 9, 2018

How can we do this without investing in expensive technology, costly consultants and with no additional resource bandwidth? Originally Published in Customer Reach Volume 2 Issue 5 – This article was originally published in 2006, updated in 2011 and again in 2018. The phrase “out of the mouth of babes” comes to mind.

Contact Center 88

Contact Center Consulting Consulting Management 88

C Space

APRIL 8, 2020

Dorsey, who co-founded Twitter in 2006 and went on to co-found payments company Square , tweeted on Tuesday that he was donating $1bn of Square shares to a charitable fund, called Start Small , to “fund global Covid-19 relief”. Keep checking back here for the latest updates on how brands are dealing with coronavirus.

Healthcare 52

Healthcare Advertising Government Education 52

SmartKarrot

JANUARY 18, 2022

The services provided by Zoho include Zoho CRM, inventory management, mobile application development, project time tracking, collaborative client portal, and more. Zoho is committed to offering outstanding customer service. Instead of marketing, Zoho invests in R&D and customer service. IBSFintech.

SaaS 11

SaaS Finance CRM Analytics 11