CSM Magazine

FEBRUARY 28, 2023

As the newest generation of consumers enters the marketplace, companies have to ask themselves: is their customer service ready for Gen Zalpha? In this article, we’ll look at the importance of preparing for Generation Zalpha’s needs, and how businesses can make sure that their customer service is ready for them.

Customer Service 52

Customer Service Entertainment Analytics Sales 52

ProProfs Blog

APRIL 16, 2020

Do you contact customer service vs. technical support ? Let’s not get into the debate of which one is more apt in these situations because you start by trying the self-servicing options first. Left with no choice, you try getting hold of a customer service agent on the phone. Census records.

Customer Service 144

Customer Service Customer Support Self service Technical Support 144

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Magazine

MAY 31, 2023

The goal of customer service is to make customers happy, but the logistics behind it can be costly for businesses, especially when they’re not sustainable. Whether shipping packages to customers or transporting products from one warehouse to another, logistics impacts your bottom line and the environment.

Transportation 52

Transportation Customer Service Accountability Management 52

Advantage Communications

JULY 14, 2022

Ever-evolving technology is bringing huge change for businesses, especially when it comes to customer service. Today’s technology is introducing new ways to drive up customer satisfaction and improve customer loyalty. Today’s customers demand more from businesses than ever before.

Call Center 52

Call Center Technology Customer Service Customer Experience 52

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Airlines 400

Airlines Wait times Self service Enterprise 400

CSM Magazine

JUNE 19, 2019

Hand in hand with speed of resolution and responsiveness is the customer’s evaluation of the quality of service they receive, which in turn impacts customer loyalty. Researchers from CEB , (now part of Gartner) first discussed the idea that we should stop always trying to delight our customers in 2010.

Customer Service 69

Customer Service Morale Customer effort Interactive Voice Response 69

bold360 Blog

DECEMBER 12, 2019

Sure, you know the importance of customer service. One look at customer service statistics and it’s clear that consumer expectations when it comes to service aren’t just rising—they’re skyrocketing. If you want to stay competitive, it’s critical to step up your customer service game. Why can’t you?”

Customer Service 40

Customer Service Self service Customer Experience Technology 40

ShepHyken

NOVEMBER 2, 2018

In 2010, the boys over at Apple released Siri that astounded the world because for the first time you had a super-commercial chatbot/personal assistant that was so easy to have the mass market adapt to. Instantaneous Customer Service. The Rise of Chatbots. Believe it or not, the chatbot has been around for a while now.

Chatbots 221

Chatbots Personalization Healthcare Government 221

Vonage

MARCH 2, 2017

Possibly one of my biggest push buttons in business today is customer service – businesses are so focused on enticing new customers that they often disregard the value of their existing ones. In social media, customer service has been something of an afterthought and is still very much in its infancy.

Customer Service 69

Customer Service Banking Metrics Marketing 69

CSM Magazine

JUNE 27, 2023

Zenarate raises $15M and leads movement from passive training to natural language AI Simulation Training to develop confident and prepared customer service and sales agents who deliver superior empathetic experiences and performance.

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

CSM Magazine

OCTOBER 7, 2019

Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ shares the first of five special insights for Customer Service Week. Insight: Knowing your customer and how to deliver to them. At OmniServ, we deliver a wide range of services to a diverse group of customers in and around airports.

Customer Service 40

Customer Service Morale Government Banking 40

ShepHyken

JANUARY 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. Leveraging Trends to Drive Business Success through Customer Experience by Joseph Michelli. My Comment: Joseph Michelli has written an excellent article about how to leverage trends in the customer experience world.

Customer Service 65

Customer Service Customer retention Airlines Employee engagement 65

Transparent BPO

DECEMBER 11, 2019

For three years, I was the director of customer service and sales for a direct response company. There was a lack of transparency and visibility into the process, technology was a stumbling block, and the performance was never really there. In this part, we take a look back at our beginnings.

outsourcing 109

outsourcing Education Call Center Marketing 109

ShepHyken

APRIL 3, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: AI is changing the way companies manage customer support. It’s the last group that will win the digital customer experience game. Here are my top five picks from last week.

Customer Service 24

Customer Service Self service B2C Customer Experience 24

Inbenta

NOVEMBER 13, 2017

While it was not on a par with the search technology available today it was indeed better than the alternative – word of mouth. Notably, in 1995 Altavista became the first search engine to incorporate natural language technology. Search technology is doing all it can to adapt to us.

Engineering 109

Engineering Chatbots Self service Virtual Agent 109

Interactions

JUNE 24, 2021

So then the question becomes: With so many resources invested in customer experience, why is it still falling short for many brands? Taking a step back, we know that there are some things that brands are collectively doing right in customer experience. Imagine if we time travelled back to 2010. Agent optimization.

Customer Experience 71

Customer Experience Self service Surveys Interactive Voice Response 71

Spearline

JANUARY 20, 2022

To know how their customers are feeling with their services, they look at a simple little survey labeled ‘CES.’ ’ What is a Customer Effort Score? Customer Effort Scores (CES) are a critical customer service metric. It indicates if the customers were happy with their interactions.

Customer effort 97

Customer effort Surveys Contact Center Metrics 97

CSM Magazine

APRIL 20, 2023

Dean Asher, Head of Technical and Customer Services at Polypipe Building Products, says: “We’re proud to be delivering a universally positive experience across the service, and the itemised nature of how we collect feedback provides us with data that highlights areas we’re really excelling in, and those in which might need a little work.

Feedback 52

Feedback Calibration Benchmark Healthcare 52

CSM Magazine

NOVEMBER 13, 2019

Taking automation to the next level, Utilita is now training AI-enabled digital workers to read, categorise and forward more than 2,000 customer queries each week to the correct customer service team. The company serves approximately 800,000 customers, managing around 1.3million meters. It employs 1,400 people.

Customer Service 40

Customer Service SaaS Engineering Healthcare 40

Interactions

DECEMBER 18, 2019

It’s not often that rapidly forward-moving industries like customer experience and Conversational AI look back on the past (to be honest, there’s really just no time), but If you did, you would find that customer experience was way different 10 years ago. . That meant a lot of frustrated customers. . CX is King .

Customer Experience 62

Customer Experience Chatbots Contact Center Virtual Agent 62

Fonolo

DECEMBER 12, 2018

Customer experience matters, a lot. 2018 officially kicked-off the race to own CX: 89% per cent of companies now compete on the basis of customer experience compared to 36% in 2010. Rather, companies that invest in customer experience have the opportunity to disrupt a competitor or gain market share in an industry.

Gamification 116

Gamification Airlines Contact Center B2B 116

CSM Magazine

OCTOBER 25, 2022

Part of the Atlanta Group of insurance brands, which includes Swinton, Marmalade’s approach has picked up recognition and resulted in them being named a finalist in several industry awards, most recently as highly-commended finalists in the UK Customer Service Excellence Awards.

Feedback 52

Feedback Morale Metrics Customer Service 52

Vistio

AUGUST 9, 2021

He now focuses on advising senior leaders on strategic, operational, and technology issues of contact centers, customer experience management tools (including CRM, CxM, and CEM), and BPS&O (Business Process Services and Outsourcing) drawing from his extensive personal experience to provide relevant and logical solutions.

Contact Center 52

Contact Center Consulting Consulting Call Center 52

Outsource Consultants

MARCH 31, 2022

In the outsourcing and customer service industry, wage growth has made it next to impossible to find workers without added financial output. With this in mind, Outsource Consultants has come up with some innovative ways for you to cut costs related to customer support. Better Utilize Technology.

outsourcing 67

outsourcing Interactive Voice Response Call Center Chatbots 67

pindrop

JULY 8, 2020

The financial services industry has undergone many changes, not only in the past four months but also for the past several years. Consider this, from 2010 to 2019, the number of full-service bank branches fell by 12% , dropping from 95,000 to around 83,000. Process Automation as a Path Forward.

Banking 62

Banking Contact Center Interactive Voice Response Self service 62

Interaction Metrics

JUNE 19, 2023

In contrast, companies with an appointed CX director aim to improve customer relationships at all touchpoints — packaging, store layout, customer service, onboarding, repairs, billing, product returns, and more — not just the products and websites. The solution was the iPhone. Apple had set the bar.

Engineering 62

Engineering Surveys Government Metrics 62

Beyond Philosophy

JUNE 1, 2015

Loyalty is built into the program by integrating payments and mobile technology, which appeals to its target audience. Many companies have only recently come to the realization that some customers are more valuable than others; and, to be successful, loyalty programs need to target the higher, and potentially higher, revenue customers.

Airlines 210

Airlines Entertainment Consulting Consulting 210

TeamSupport

DECEMBER 6, 2019

As we look forward into the next decade, let's first reflect back to the previous one and the impact it had on customer support. The 2010's was a decade driven by the emergence and evolution of mobile technology, making it easier to communicate than ever before. After all, if the technology isn’t valuable, people won’t use it.

B2B 80

B2B Customer Support Self service Big data 80

VocalCom

MAY 27, 2019

Giving customers the channels they want. You may often hear that social media is essential for customer service in our modern age. The truth is, different customers will prefer different channels—and it’s your job to figure out where they are most active. But does this mean that you should neglect your voice channel?

Contact center software 54

Contact center software CRM Chatbots Contact Center 54

Solvvy

AUGUST 21, 2020

The real difference, however, comes from encouraging customers to self-service with a conversational, next-gen customer support chatbot – far and away the best and most cost-effective way to resolve issues quickly and accurately without bogging down your support team. . Next-gen chatbots provide 24/7 customer support.

Chatbots 62

Chatbots Customer Support Self service B2C 62

CSM Magazine

APRIL 23, 2021

Cierra Dobson, strategy director at design and technology agency, Rufus Leonard , explores how brands of all shapes and sizes can adopt the successful strategies of category-defining service brands to grow their market share and take the lead. Being a service brand doesn’t automatically inoculate your business from commoditisation.

Entertainment 52

Entertainment APIs Banking Customer centricity 52

CSM Magazine

FEBRUARY 7, 2023

As the last tranche of Baby Boomers – born between the mids 1940s and mid 1960s – plan for their retirement, they’re making way for Generation Z – mid 90s to 2010. We saw systems quickly introduced, new ways of working trialled, and a swathe of technology brought in to prop up a new structure. Why have expectations changed?

Healthcare 64

Healthcare Morale Employee engagement Management 64

NICE inContact

SEPTEMBER 11, 2018

NICE inContact recently commissioned a study by Forrester Consulting —the Total Economic Impact of NICE inContact CXone—to quantify the financial benefits and strategic value of migrating from on-premises contact center technology to its cloud customer experience platform, CXone. Unify to Deliver Immersive Customer Experiences.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

Comm100

AUGUST 17, 2022

Answer: “It didn’t start out as CX, it started out as CS, that’s customer service. And when I first started, the concept of customer experience was not even thought about, it was all about service.”. Service is a big part of that. Service helps drive the experience, but it’s not all of it.”

Airlines 73

Airlines Virtual Agent Technology Customer Experience 73

Taylor Reach Group

MARCH 20, 2018

1) Communication: The first focus must be given to the effectiveness of the contact handling process and creating a smooth exchange between the agents and the customers. 2) Technology: Next would be using the available technology to assist agents in moving through the process more efficiently. Improving AHT – Agent Performance.

Average Handle Time 80

Average Handle Time Contact Center Call Center Coaching 80

EPIC Connections

OCTOBER 20, 2017

A Strategic inContact Partner since 2010 and a Certified Implementation Partner, EPIC is privileged to work with inContact and its network of remarkable partners and people who are working together to build omnichannel solutions and drive positive business outcomes. About EPIC Connections. www.nice.com.

Contact Center 38

Contact Center Virtual Agent Self service Enterprise 38