CSM Magazine

DECEMBER 17, 2019

John Ing, Principal Operations Lead for CX at ECS shares his CX Predictions for the banking industry in 2020. Voice will become more important, not less. The death of voice as a contact channel for banking customers has been over-hyped. In fact, the opposite is happening, driven by customer behaviour.

Banking 85

Banking Customer Experience Abandon Call Virtual Agent 85

SharpenCX

JANUARY 26, 2021

It’s a new term coined by consumer shipping companies to explain the absolute mess of packages they had to deliver in 2020. Shipping companies had their capacities put to the test in 2020, to say the very least. That’s why this month, we’re crushing on FedEx – a company that stepped up in 2020 and delivered for customers.

Best practices 76

Best practices Customer Service Interactive Voice Response Calibration 76

SharpenCX

SEPTEMBER 25, 2019

It’s also about scrapping your gut-check reactions and making business decisions based on real truths about what your customers want. Data is the powerhouse that fuels your customer experience engine. According to CCW , the biggest challenge for contact centers today is the lack of a 360-degree view of all customers.

Customer Experience 59

Customer Experience Contact Center Abandon Call Contact center software 59

Dialer 360

APRIL 16, 2020

All these call center metrics are trending in 2020 and play a vital role in determining KPI and overall performance. These show every part involved in customer care. Certainly, it makes it easy for you to boost call center performance by focusing on every single factor. Call Center Metrics in 2020.

Metrics 30

Metrics Call Center Abandon rate Contact Center 30

Fonolo

AUGUST 6, 2013

UPDATED JANUARY 2020. Lowering call abandonment in contact centers is what we do. It’s a primary benefit of our call-back software (and we’re proud of it) so you’ll forgive us for making this piece detailed… a round-up of what we’ll be covering today so you can skip the bits you already know.

Abandon rate 102

Abandon rate Call Center Abandon Call Wait times 102

8x8

FEBRUARY 6, 2019

8x8 X Series has enhanced speech analytics to provide voice of the customer insights, enabling companies to optimize customer experiences through data-driven decisions. View more than 20 selectable columns of detailed information on call activity by extension. Call detail records. Contact center analytics.

Analytics 48

Analytics CRM APIs Contact Center 48

JustCall

MARCH 21, 2022

In a bid to cut back on their costs, many companies are now looking to outsource their call operations. In fact, according to the 2020 global outsourcing survey report by Deloitte, cost reduction has emerged as the biggest priority for many players, which is expected to remain a key trend in the industry in the following years.

Call Center 52

Call Center Sales Interactive Voice Response Contact center software 52