CSM Magazine

AUGUST 16, 2021

The omnichannel approach has been used by marketers to reach as many customers as possible, especially in the current circumstances, where most physical stores remain closed and rely on product deliveries and online purchases. In 2020 alone, more than two billion people made online purchases , with online retail sales surpassing the $4.2

Customer Experience 52

Customer Experience Complaint resolution Multichannel Contact Center 52

CX Journey

NOVEMBER 14, 2018

For example, use a dynamic interactive voice response (IVR) system to create personalized menus based on caller needs. After complaint resolution or technical support, take the initiative and call back to ensure everything is OK. Have Some Fun Surprise customers with a little humor, where appropriate. Save them a step.

Interactive Voice Response 36

Interactive Voice Response Customer Experience Complaint resolution Contact Center 36

Connecting the Dots

JULY 27, 2020

A little more than forty years ago, the marketplace was very different from todays, with little to no attention paid to customer care and complaint resolution. What follows is Vicki’s interview of John Goodman about his storied career in customer experience, customer care research, and the 2020 National Customer Rage Study.

Customer Care 62

Customer Care Complaint resolution Government Education 62

Dialer 360

FEBRUARY 11, 2019

Whereas, the medium may affect everything from customer satisfaction to average complaint resolution time. Another person at the same time and what you see as they see too. It will be growing the necessary channel for calling by 2020 future. The right person made the solution happen and quickly.

Contact Center 21

Contact Center Call Center Complaint resolution Big data 21