CSM Magazine

JUNE 27, 2023

With Zenarate AI Coach, customer and prospect-facing agents master the skills necessary to succeed in their role before their first live interaction. Just like human-to-human role play, Zenarate coaches agents on tone, soft skills, and best and required practices throughout their role-play simulation.

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Taylor Reach Group

MARCH 20, 2018

Have you ever wondered what is behind any of the Contact Center operational indicators? AHT is defined as the total amount of time (on average) that an agent spends on a contact. In a Contact Center environment (voice, chat), AHT includes talk time, hold time and after call work time (ACW). Bottom Line.

Average Handle Time 80

Average Handle Time Contact Center Call Center Coaching 80

Hodusoft

JUNE 7, 2024

Call Center Management: Challenges, Strategies, Tips, and Best Practices In today’s time, setting up a call or contact center is extremely easy. At HoduSoft , we strongly believe that call centers and contact centers should do whatever it takes to manage their daily operations as efficiently and effectively as possible.

Best practices 52

Best practices Call Center Omni-channel support Management 52

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. In July 2010, Eliason left Comcast to become the global director of social media at Citi.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Avaya

JANUARY 29, 2019

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. Coaching – Out-of-the-box workflow for scheduling, delivering and tracking coaching.

Customer Experience 67

Customer Experience Coaching Contact Center Quality management 67

Tethr

NOVEMBER 5, 2020

And for each, I’ve offered some DIY advice as well as some perspective on how Tethr can help: Understand where your customers’ effort is coming from Find out what’s making the job hard for your employees Immediately start training and coaching customer service reps on experience engineering techniques. So how do we measure customer effort?

Customer effort 62

Customer effort Coaching Surveys Engineering 62