CSM Magazine
OCTOBER 20, 2020
The firm is helping customers including Cazoo , Direct Line Group’s Green Flag business and South East Water , to boost their customer service using Amazon Connect. ECS has helped these organisations transform their contact centre operations since Covid-19 started impacting business continuity in March 2020.
Comm100
JUNE 22, 2021
We sat down (virtually speaking) with Derek Gaucher, Coordinator of IT Solutions at Dawson College, to ask him about how Dawson College is embracing new customer service technologies and channels to provide a digital student experience that has become central to their success. I suspect we will end up somewhere in the middle.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Fonolo
NOVEMBER 17, 2020
After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. “If 2020 has taught us anything, it’s that people need human connection and clear communication. Contact Center Trends 2020. That includes our experience as customers. AI is here to stay.
SmartAction
DECEMBER 15, 2021
In February 2020, 7 million jobs were open in the US, while the unemployment rate was 3.5%. The decline continued but stabilized around 2004 until the Great Recession of 2008 hit, which severely affected the labor participation rate. A live agent deals with anything handled outside of self-service.
CSM Magazine
DECEMBER 6, 2021
In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. You can’t physically fulfill a backorder for a customer who’s been waiting days, weeks or even months for a product to show up at the door. The Great Resignation is also upon us. Tip #5: Take Advantage of Technology.
CSM Magazine
JULY 4, 2022
” VM Elevators was established in London in 2008 and has since grown to a nationwide company serving more than 50 locations across the UK. The company has also featured in the Sunday Times Tech Track 100 in 2018, 2019 and 2020 and was named in the 2018 Deloitte Technology Fast 50.
Enghouse Interactive
FEBRUARY 12, 2021
As nationwide lockdowns continue, how has COVID-19 impacted customer service in the UK – and what lessons do companies need to learn going forward? Customer satisfaction is at its lowest level since 2015. points lower than in January 2020, and the lowest level since July 2015. The big switch to digital customer service.
Expert insights. Personalized for you.
52 
Let's personalize your content