CSM Magazine

JULY 28, 2021

In today’s world where Digital Transformation is continually revolutionizing support capabilities, it is critical that you are able to identify, implement and empower your support teams with the tools that will enable them to provide world-class customer experiences. Nikhil Kelkar, Senior Director Customer Support Strategy, LinkedIn.

Customer Support 59

Customer Support Agent Empowerment Chatbots Consulting 59

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. Tip: Designing annual priorities will be unique to each contact center, and may depend on company history, culture, and customer experience goals.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42

teleopti

SEPTEMBER 18, 2019

Next, use automated WFM technology to allocate quiet time with team members to explore innovative ways of working in a relaxed, collaborative environment away from the pressures of serving customers. Involve and empower – to drive positive customer experience (CX) and business success.

Management 57

Management Customer advocacy Employee engagement Self service 57