CSM Magazine

DECEMBER 8, 2022

Building a solid customer experience strategy to attract new customers and retain existing ones is even more crucial for business success now. But building your CX strategy from scratch can be a daunting task. In this article, we will discuss CX strategy- what it is, why you need one and how to build one for your brand.

Customer Experience 52

Customer Experience Agent Empowerment Self service Average Handle Time 52

SharpenCX

DECEMBER 30, 2019

Customers want more ways to connect with your company; better, faster, and now. You form new strategies or tailor your old ones to the new expectations of customers. But through it all, one question remains the same: Do you know how to keep customers happy? Customers want you to meet them where they are.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

Tethr

DECEMBER 23, 2020

Today, we’ll discuss some of the 2021 CX trends we believe will come to shape the landscape of customer service interactions in the coming year. #1. Self-Service Digital Channels. Growth of Agent Empowerment . If not, it may be time to invest in your CX strategy in terms of human assets, not automated ones.

Customer Experience 75

Customer Experience Agent Empowerment Self service Chatbots 75

Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. Preventing Agent Burnout.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. There’s a missing piece in the years of buildup and constant chatter about the importance of data and metrics down to every last customer service KPI, though.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. There’s a missing piece in the years of buildup and constant chatter about the importance of data and metrics down to every last customer service KPI, though.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52

teleopti

SEPTEMBER 18, 2019

How do they galvanize customer service teams to manage social media interactions positively and in real-time? Provide them with a greater sense of independence and satisfaction by way of self-service options for preferred shifts, holiday requests or time off for medical appointments.

Management 57

Management Customer advocacy Employee engagement Self service 57