CSM Magazine

FEBRUARY 14, 2023

Melissa Copeland, Principal at Blue Orbit Consulting reveals six predictions for a successful contact center in 2023. Technology Alone Is Not the Answer Self-service is not the only solution to the labor shortage, nor is technology the only answer to reducing costs. Savvy organizations recognize that technology alone is not the answer.

Contact Center 52

Contact Center outsourcing Business Process Outsourcing Consulting 52

Stafford Communications

JULY 16, 2020

The first half of 2020 has forced so many of us and our families to adapt. At the same time the service experience and the contact center have never been a more important connection point for consumers and patients. Stafford 2020-07-16T18:03:39+00:00 New Reality – Choosing a Supplier Without a Site Visit? Healthcare.

Healthcare 92

Healthcare Contact Center Customer Care Coaching 92

Stafford Communications

MAY 31, 2018

Adam Elkordy 2020-09-23T11:23:06-04:00 It’s time to get your call center ready for the 2020 Holiday Season chevell 2020-06-02T17:36:58-04:00 Why are you measuring service levels that way?

Healthcare 52

Healthcare Advertising Consulting Consulting 52

Altivon

JULY 27, 2020

Idaho Power took top honors in the 16th Annual Energy Utility Benchmark Report on Interactive Voice Response (IVR) systems, released July 1, 2020 by IVR Doctors. The 2020 Report compares 100 energy utility automated telephone systems in the U.S. and Canada. Idaho Power was recognized as: Top Rated IVR System – Overall.

Interactive Voice Response 52

Interactive Voice Response Benchmark Contact Center Self service 52

Taylor Reach Group

AUGUST 20, 2020

This was also confirmed in a Taylor Reach Research of contact centre operators conducted in May 2020 that verified technology was the #1 challenge in moving to WFH ( [link] ). We know the costs associated with reduced productivity and the impact it can have on the service level standards we set and our ability to serve well.

Consulting 120

Consulting Consulting Technology Service level 120

Stafford Communications

MAY 12, 2020

This approach is the workhorse of customer care organizations – it can be used across different channels and hones in on a specific service experience rather than an entire ‘brand experience.’ Net Promoter Score (NPS) NPS originated at Bain consulting and is a zero-to-10-point scale, asking if you would recommend a product or service.

Benchmark 52

Benchmark Healthcare Contact Center Customer Care 52

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. Bill Quiseng CX Expert, Speaker & Consultant. “If 2020 has taught us anything, it’s that people need human connection and clear communication. Contact Center Trends 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Stafford Communications

JULY 9, 2019

Adam Elkordy 2020-09-23T11:23:06-04:00 It’s time to get your call center ready for the 2020 Holiday Season chevell 2020-06-02T17:36:58-04:00 Why are you measuring service levels that way? Visit our contact page to get in touch. Stafford Communications has been growing ever since.

Feedback 52

Feedback Healthcare Construction Consulting 52

Stafford Communications

DECEMBER 2, 2019

Adam Elkordy 2020-09-23T11:23:06-04:00 It’s time to get your call center ready for the 2020 Holiday Season chevell 2020-06-02T17:36:58-04:00 Why are you measuring service levels that way? Contact us today for more information.

Interactive Voice Response 52

Interactive Voice Response Healthcare outsourcing Call Center 52

Stafford Communications

OCTOBER 24, 2018

CJ Stafford President, Stafford Communications Adam Elkordy 2020-09-23T11:23:06-04:00 It’s time to get your call center ready for the 2020 Holiday Season chevell 2020-06-02T17:36:58-04:00 Why are you measuring service levels that way?

Customer Service 52

Customer Service Healthcare Employee engagement Education 52

Stafford Communications

DECEMBER 4, 2017

Adam Elkordy 2020-09-23T11:23:06-04:00 It’s time to get your call center ready for the 2020 Holiday Season chevell 2020-06-02T17:36:58-04:00 Why are you measuring service levels that way? Millennials, Gen Xers and Boomers: What advice do you follow when it comes to productivity?

Healthcare 52

Healthcare Consulting Consulting Contact Center 52

SharpenCX

FEBRUARY 10, 2021

About 66% of customers faced problems with the products or services they purchased in 2020. The only way to sustain service levels is to learn what’s really happening in your contact center. Your hold times, your service levels, and your abandon rates all fall into this category. What’s more?

Contact Center 76

Contact Center Customer Service Metrics Call Center 76

Stafford Communications

SEPTEMBER 10, 2019

Contact Stafford Communications today to learn more about our call center outsourcing services. Adam Elkordy 2020-09-23T11:23:06-04:00 It’s time to get your call center ready for the 2020 Holiday Season chevell 2020-06-02T17:36:58-04:00 Why are you measuring service levels that way?

Call Center 52

Call Center Interactive Voice Response outsourcing Virtual Agent 52

Stafford Communications

SEPTEMBER 10, 2019

Adam Elkordy 2020-09-23T11:23:06-04:00 It’s time to get your call center ready for the 2020 Holiday Season chevell 2020-06-02T17:36:58-04:00 Why are you measuring service levels that way? Contact us today to learn more about what we can do for you.

Call Center 52

Call Center Healthcare outsourcing Advertising 52

Transparent BPO

NOVEMBER 18, 2019

Plans are to train and graduate 20 more in the spring of 2020 and another group in the fall. That’s why developing leaders is so essential: Equipping agents with the required skills to interact with prospective customers, respond to their questions, and represent the brand’s products and services well are critical in meeting service levels.

Contact Center 69

Contact Center Metrics Best practices Consulting 69

Taylor Reach Group

DECEMBER 14, 2021

Carvanna sold 220,000 cars in 2020, one car every 2.2 Not surprisingly, all want higher levels of performance and the most stringent security features and service levels. minutes on average. They are growing at 74% year over year. They were founded in 2012. Sound familiar? first appeared on The Taylor Reach Group Inc.

Contact Center 76

Contact Center Technology Entertainment Consulting 76

SharpenCX

JANUARY 14, 2020

Can you boost morale, improve your service level, and retain customers without the extra cash? Esteban Kolsky, founder and principal of consulting group thinkJar , found in research that it costs a company 6-7 times more to attract a new customer than to retain an existing customer. Believe it or not, the answer is yes.

Call Center 76

Call Center Customer Service Morale Finance 76

Callminer

AUGUST 6, 2019

Customers are also taking help from the agents to reach their final decision, and because of that more customers are speaking with the agents for consultation. Companies that still aren’t investing heavily in analytics by 2020 probably won’t be in business in 2021. How does AI help customer service agents?

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

NobelBiz

NOVEMBER 15, 2022

Brad Butler, Contact Center Software Consultant @ NobelBiz What makes a great unified agent desktop? Imagine a call center agent having to switch between different platforms and tools to service a customer – it’s just as challenging! million in 2020 and is projected to reach $9,949.61 What is a Unified Agent Desktop?

Call Center 52

Call Center Contact center software Contact Center First call resolution 52

JustCall

MARCH 13, 2020

Here, I’ve compiled a list of some of the top sales training programs of 2020-. Consultative Selling. Here are some of the sales training programs that Richardson offers: Consultative Sales Training Program. Consultative Negotiations Training Program. Carew International. Winning Negotiations.

Sales 59

Sales Coaching Feedback Consulting 59