CSM Magazine

FEBRUARY 29, 2024

Customers have less tolerance for hiccups, and employees are more error-prone when distracted by money worries. Digital Disruption The rapid rise of digital channels, automation, and self-service processes has been a bit of a double-edged sword for organisations – particularly those with no real plan.

Journey mapping 52

Journey mapping Self service Banking Customer advocacy 52

teleopti

SEPTEMBER 18, 2019

How do they galvanize customer service teams to manage social media interactions positively and in real-time? Involve and empower – to drive positive customer experience (CX) and business success. Turn customer journeys into business journeys. Involve your people in decision-making around new processes and technology.

Management 57

Management Customer advocacy Employee engagement Self service 57

Calabrio

OCTOBER 15, 2019

This year we also launched our first-ever analytics competition , so there was even more to celebrate. This event is the perfect opportunity to let our customers shine by turning the spotlight on the successes they have achieved using Calabrio. As a result, customers report being happier overall. ANALYTICS COMPETITION WINNERS.

Agent Empowerment 16

Agent Empowerment Technical Support Analytics Gamification 16