CSM Magazine

FEBRUARY 7, 2024

Zenarate AI Coach is the first training platform that virtually improves itself from live call trends and intelligence delivered by the new Call Insights actionable data. ” Zenarate’s AI Coach platform provides customer service agents with a comprehensive and immersive “flight simulator” experience. .”

Coaching 52

Coaching Contact Center Best practices Analytics 52

CSM Magazine

FEBRUARY 7, 2024

The Busby Girls Football Club is taking advantage of artificial intelligence (AI) and data analytics to take their game to the next level. The system generates personalised video clips and insights for coaches and players to review, helping identify strengths to build on as well as areas needing improvement.

Coaching 52

Coaching Analytics Technology Customer Experience 52

CSM Magazine

SEPTEMBER 14, 2023

The 2023 report ranks 12 vendors offering products that address the key elements of agent management, including quality management, workforce management, interaction analytics, and performance coaching. Our success is fueled by our customers’ success.

Management 59

Management Coaching Contact Center Customer centricity 59

CSM Magazine

OCTOBER 24, 2023

Analytics Architect: Paychex The ‘Analytics Architect’ , using data to bring vision to life, was awarded to Paychex. Its strategic use of analytics enhanced the customer experience and resulted in a remarkable estimated savings of 370 hours per week.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

CSM Magazine

MAY 25, 2022

Zenarate AI Coach continues to transform how the world’s leading brands in financial services, BPOs, healthcare, travel, technology, and services industries use AI Conversation Simulation to develop top-performing agents in 12 languages around the world. Chat Reporting Analytics?-

Coaching 52

Coaching Healthcare Contact Center Scripts 52

CSM Magazine

OCTOBER 10, 2023

Understand that the problem is not empathy in itself but how it is coached. For the third and final part of the AHT jigsaw, why not deploy analytics tools to automate after-call activities such as categorising and logging contacts, summarising call notes, sending customers confirmation emails and updating information in the CRM?

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

CSM Magazine

JANUARY 25, 2023

If you don’t have automated analytics tools then simply ask agents directly—they will welcome the opportunity to be involved and asking shows you care and value their input. Consider deploying Voice of the Employee (VoE) analytics to capture how agents are feeling to identify those who are struggling and need extra support.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

CSM Magazine

JUNE 23, 2022

The results are superior analytics and reporting, precise coaching suggestions, and a meticulous understanding of the voice of the customer,” added Namie. ASAPP states that AutoTranscribe supports both live call streams and call recordings —plus redaction of personally identifiable information data (PII).

industry standards 96

industry standards Benchmark Coaching Analytics 96

CSM Magazine

MAY 12, 2022

Performance coaching – ‘out of sight’ should definitely not mean ‘out of mind’. With the rise of hybrid working, regular performance coaching and mentoring are now more important than ever before. 7 essential elements of an effective wellbeing strategy.

Coaching 59

Coaching Analytics Chatbots Self service 59

CSM Magazine

APRIL 18, 2023

This is where an investment in analytics pays off for example. The beauty of analytics is that it helps seek out win-win opportunities, highlighting where to spend and where to make small changes that ultimately produce big gains in customer service. Start by uncovering the biggest hurdles to CX in your organisation.

Coaching 52

Coaching Analytics Contact Center outsourcing 52

CSM Magazine

APRIL 25, 2023

Unleash The Empowering Force Of Analytics Many contact centre managers (42%) are empowering their agents by investing in the ‘right tools and technology’. For the biggest confidence-boosting benefits, combine agent-empowering tools with modern-day analytics.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

CSM Magazine

NOVEMBER 14, 2023

While organizations are embracing automation and analytics to maximize their operations, AI won’t entirely replace agents. Combine these methods with Voice of the Employee (VoE) analytics to identify agents who are struggling and need extra support.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

RapportBoost

DECEMBER 2, 2018

December 3, 2018 – RapportBoost , the leading chat analytics provider for contact centers and brands that leverage chat for sales, took the bronze award in the 2018 Best in Biz’s “Most Innovative Product – Enterprise” category. is the leading chat analytics platform brands use to boost sales and engage customers. RapportBoost.AI

Enterprise 40

Enterprise Average Handle Time Coaching Contact Center 40

CSM Magazine

APRIL 20, 2022

Embrace analytics to boost your wellbeing strategy. In this second blog of the series, we explore why technologies that humanize experiences through the likes of AI-infused analytics and intelligent automation, such as modern Workforce Engagement Management (WEM) solutions, are the next step towards developing a robust wellbeing strategy.

Technology 52

Technology Coaching Analytics Enterprise 52

CSM Magazine

APRIL 6, 2023

Calabrio continues to lead the industry with advanced workforce performance solutions for contact centers, developing functionality in AI-fueled analytics and automated workflows that tangibly simplify the complexity of customers’ operations and drive them to succeed.

Contact Center 52

Contact Center Morale Analytics Customer centricity 52

CSM Magazine

OCTOBER 17, 2023

Combine surveys with agent self-service and Voice of the Employee (VoE) analytics to empower frontline teams, boost performance and enhance satisfaction now and in the future. Finally, consider deploying the latest automated performance management and coaching solutions to facilitate and accelerate the process.

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

CSM Magazine

SEPTEMBER 21, 2023

The role of technology, including AI, is poised to gain even greater momentum in the contact centre—we’re already seeing customers embrace automation and AI-fueled analytics to maximize their operations,” says Kevin Jones, President and Chief Executive Officer, Calabrio.

Customer Service 59

Customer Service Customer centricity Analytics Contact Center 59

CSM Magazine

OCTOBER 12, 2022

Think about what a meaningful apology really is then consider running ‘sorry’ phrases through a speech analytics solution to understand the strength and sincerity of your agent apologies. Why not offer individual or group coaching sessions where you together review telephone interactions of frustrated customers with agents?

Coaching 52

Coaching Upselling Analytics Customer centricity 52

CSM Magazine

JULY 19, 2023

Every week, agents schedule 4,700 breaks and 1,100 holiday requests using Calabrio’s self-service app while team managers utilise the WFM software to arrange 1,700 offline activities such as meetings, 1-2-1 sessions, and ‘return to work’ coaching for example, after parental leave or a career break.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

CSM Magazine

OCTOBER 27, 2023

These skills gained through comprehensive call center coaching equip them to better understand client needs and articulate solutions. Improved Customer Satisfaction Enhancing versatile skills in customer service leads to improved satisfaction as it allows representatives to effectively handle a variety of customer issues.

Customer Service 64

Customer Service Customer centricity Coaching Customer retention 64

CSM Magazine

MAY 23, 2023

.” Under Martins’ leadership, Calabrio will continue to accelerate the advances in its industry-leading workforce performance solutions, with a particular emphasis on AI-driven analytics and automated workflows to augment the performance and experience of contact center agents.

Customer centricity 52

Customer centricity Engineering SaaS Contact Center 52

CSM Magazine

JUNE 22, 2023

We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fuelled analytics, automated workforce management, and personalised coaching.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Analytics 52

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

JULY 26, 2023

Analytics-powered dashboards give agents all the visibility they need to form their own self-assessments and personal development plans while harnessing WFM to automatically plan their training at a time to suit their WFH and hybrid lifestyles.

Self service 52

Self service Coaching Chatbots Analytics 52

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

CallSource Insights

JULY 1, 2019

With human-analyzed lead scoring, appointment confirmation, and employee performance overviews, as well as real call coaches and a reputation management system that responds to reviews for you, CallSource aims to help our clients improve in all aspects of their business. Increasing Conversion Rates Through Call Coaching.

Advertising 40

Advertising Coaching Analytics Marketing 40

CSM Magazine

AUGUST 10, 2023

We maximise agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fuelled analytics, automated workforce management and personalised coaching.

Marketing 52

Marketing Customer centricity SaaS Coaching 52

CSM Magazine

JANUARY 5, 2022

Spoiler alert: artificial intelligence (AI), automation, and real-time analytics will all play leading roles. In 2022, organizations will begin to shift to conduct performance management and coaching in the spaces in between asynchronous interactions to improve customer interactions. Supporting Agent Coaching and Empowerment.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

CSM Magazine

JUNE 16, 2022

On the flip side, contact centre leaders generally find it more difficult to on-board, train and coach agents when they are based remotely. Be WFH savvy with cloud – the majority of contact centres (66%) have already implemented cloud-based call routing functionality, while speech and CRM/desktop analytics are next on the list.

Coaching 52

Coaching Self service Analytics Employee engagement 52

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

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

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

FEBRUARY 7, 2023

A good example is speech analytics. From an operational point of view, speech analytics help to identify self-service containment opportunities or agent knowledge gaps. Analytics also play a huge role in improving CX. This highlights both the operational and CX benefit of investing in an analytic solution.

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

CSM Magazine

JANUARY 18, 2023

We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching.

Contact Center 52

Contact Center Customer centricity Coaching Employee engagement 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. These ideas will work wonders in raising a contact centre’s profile and sharing customer insights, while the addition of speech analytics can take this strategy even further.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

CSM Magazine

JULY 20, 2021

Many technological advancements in sports, such as heart rate monitors, complex analytics, and safety equipment, have enabled athletes to achieve at levels previously inconceivable and unimaginable. Coaches can now contact their players via mail, instant messaging, and other forms of technological communication.

Coaching 52

Coaching Technology Analytics Management 52

CSM Magazine

JUNE 8, 2023

We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Enterprise Customer centricity 52