CSM Magazine

JANUARY 19, 2023

Analyse data properly It’s not just about buying a great analytics tool, you need the right level of human competency to bring it to life. Feast on the right technology Speech and text analytics are no longer deemed witchcraft (I recall the days where that was a common perception).

Coaching 52

Coaching Chatbots Analytics Customer centricity 52

CSM Magazine

OCTOBER 18, 2022

Calabrio continues to lead with innovative workforce performance solutions for the contact centre industry, developing functionality in AI-fueled analytics and agent engagement that tangibly simplify the complexity of customers’ operations and drive them to succeed. Over 90% of users rated Calabrio ONE 4 out of 5 stars or higher.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

CSM Magazine

JUNE 10, 2021

This starts by hiring people who value the story, while reinforcing it in induction training, coaching sessions and morning team huddles. Increase collaboration with gamification – Gamification creates a buzz that brings out the best in people. Then, make it clear that these contacts are not rare occurrences.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

CSM Magazine

JULY 3, 2017

How PMS helps: PMS effortlessly sifts through all that customer experience data and turns it into advanced analytics and reports right down to each individual employee. Your agents want: coaching that actually improves their performance. Frontline agents will probably also appreciate all the coaching feedback PMS provides.).

Customer Service 44

Customer Service Coaching Gamification Sales 44

CSM Magazine

APRIL 13, 2022

[ii] Just how do those running the show (aka the operations of the contact centre) juggle agent schedules and skills throughout the day while planning for future recruitment, coaching and training, as cost-effectively as possible? The goal was to eliminate putting calls on hold.

Analytics 59

Analytics Coaching Best practices Technology 59

Callminer

FEBRUARY 21, 2018

A few years ago, when we were making our transition to call tracking, a big thing we looked for when comparing software was the ability to integrate directly with Google Analytics. Some of these systems employ speech analytics to determine what is being said and the overall tone of the call. and the Office of the Mayor of Taipei.

call center software 210

call center software Call Center Contact Center Analytics 210

CSM Magazine

NOVEMBER 10, 2021

Focus on each of these areas to collectively “drive effective business oversight and decision-making, optimise interactions and customer value, and enforce application integration and data management best practices.” . Involve the right people from the beginning – who are the people who will make or break the chatbot project?

Chatbots 52

Chatbots Scripts Analytics Coaching 52

Fonolo

JANUARY 14, 2020

He’s been featured in The Economist, Computerworld, BizTech Magazine, alongside many others, where he focuses on exploring the connection between customer services and technology. This blog is tailored towards managers and executives and offers realistic advice on practical problems that arise in and around the boardroom.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

CSM Magazine

DECEMBER 14, 2017

The Award Finalists for 2018 offer great examples of transforming customer experience in contact centre operations, as well as in the wider organization – from using speech analytics to drive continuous improvement to Employee engagement bringing about cultural change. Homeserve – Putting the customer first, by engaging our people.

Best practices 40

Best practices Banking Coaching Analytics 40

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. Michael Mancinone. peoplogica.

Management 207

Management Customer Service Consulting Consulting 207

Vistio

JULY 11, 2022

I just did a piece for Intelligent Sourcing Magazine. Would you say this is a best practice or should we make going directly to an agent a more accessible option? In other words, are automated coaching, proactive knowledge retrieval, desktop integration, and automation. And so I like to stay on top of that. I love that.

Technology 52

Technology Self service Contact Center Analytics 52

CSM Magazine

DECEMBER 15, 2022

For example, speech analytics can indicate repeated phrases used in customer conversations to identify new or common failures within particular customer journeys. Focus on quick wins that bring instant value such as setting up proactive alerts and reach-outs, self-service, and online content enhancements, or coaching and policy changes.

Coaching 52

Coaching Analytics Feedback outsourcing 52

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. Michael Mancinone. peoplogica.

Management 182

Management Customer Service Consulting Consulting 182

Callminer

SEPTEMBER 5, 2017

Companies that use speech analytics software have an easier time monitoring these interactions. Lindsey Havens is the Senior Marketing Manager for PhishLabs , with over 10 years of experience in Marketing, Communications, Public Relations, Lead Nurturing/Generation, and Analytics. Who is coaching the coaches?

Call Center 140

Call Center call center software outsourcing Coaching 140

CSM Magazine

SEPTEMBER 15, 2022

To accelerate this, agents now need a more flexible and more autonomous work experience, accessibility to best practices, and digital tools that help them shape the optimal customer journey across all possible interaction channels. In short, agents need to be truly empowered as frontline brand guardians to protect revenue streams.

Customer Service 52

Customer Service Chatbots Contact Center Customer centricity 52

CSM Magazine

AUGUST 4, 2021

What if the digital leader had a quick and easy way to share these insights with her colleagues in branches and the contact center to better empower branch employees, coach agents on this topic, and improve customer experiences? In other words, traditional metrics don’t provide a balanced scorecard to evaluate and coach agents.

Banking 52

Banking Customer Experience Customer Service Contact Center 52

Netomi

NOVEMBER 8, 2021

This also opens the door for advanced analytics on the issues customers are facing. They can recommend responses to agents or even coach agents in real-time. Sophisticated analytics. Advanced reporting & analytics. Reporting and analytics dashboard. Best help desk for hyper-personalization: Gladly.

Chatbots 52

Chatbots Enterprise Self service CRM 52

ChurnZero

MARCH 27, 2020

” As New York Magazine shares , during a postmortem, a Microsoft employee attributed Clippy’s fatal flaw to being “optimized for first use”—only taking into account novice Microsoft users. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League . His famous last words? Would you like help?” Do the hard work.

Education 52

Education Upselling Personalization Finance 52

Netomi

FEBRUARY 28, 2022

Those are the two best sources of information in terms of how consumers feel. [We] We] combine this qualitative understanding with insights from the analytics team and work with product teams and engineering to design the best solutions, improve processes, and prevent issues,” she said. Connect with Kristi.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64