CSM Magazine

DECEMBER 13, 2023

Furthermore, customer service success now relies heavily on the use of data analytics, allowing businesses to gain valuable insights into their customers’ preferences and behavior patterns. This enables them to tailor their services to meet specific needs and improve overall customer satisfaction.

Customer Service 52

Customer Service Self service Airlines Chatbots 52

HGS

OCTOBER 30, 2014

This article first appeared in the Fall edition of On Board magazine and is reproduced here with permission. What trends are you seeing in the world of customer service? Self-service platforms are gaining in popularity because they allow consumers to take control of solving their own problem.

Telecommunications 130

Telecommunications Airlines Self service CRM 130

CSM Magazine

MARCH 24, 2022

According to Gartner, by the end of this year 85% of customer service interactions will start with self-service. The best field service solutions will include consumer portals that can make scheduling service visits easy for customers by offering control over their experience.

Customer Experience 119

Customer Experience Self service Analytics Upselling 119

Contact Center Pipeline

JUNE 2, 2016

Summer is almost upon us at Contact Center Pipeline. We would love for you to tuck us in your beach bag or enjoy us poolside. Enter Summer2016 in the coupon code during checkout and receive 50% off your digital or print subscription. Here is what you’ll find in our June issue: FEATURE ARTICLES Upgrade the […].

Contact Center 100

Contact Center Self service Analytics Call Center 100

CSM Magazine

JUNE 9, 2016

The new generation of sophisticated customer experience analytics intelligence now available makes all of that and more possible and accessible for every online business. That’s what will keep them coming back, and that’s what customer experience analytics can deliver. The answers are here and now. About the Author.

Analytics 40

Analytics Chatbots Self service Technology 40

CSM Magazine

APRIL 17, 2024

Implementing Proactive Customer Service Strategies To transition from a reactive to a proactive mindset, consider the following strategies: Regular Communication: Keep customers informed about updates, new features, or potential issues through newsletters, social media, or personalized outreach.

Customer Service 52

Customer Service Analytics Customer centricity Feedback 52

Fonolo

APRIL 24, 2018

Our favorite chart: Customer Service Index Report. They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). A lot of people find this counter-intuitive because of all the new technology announcements in the self-service realm.

Contact Center 99

Contact Center Call Center Self service Surveys 99

CSM Magazine

JULY 26, 2023

Modern app-based self-service tools encourage high levels of self-awareness so if an agent knows they aren’t a morning person, their preference may be more afternoon or evening shifts. This form of self-regulation ensures agents are in the right place at the right time—on duty when they know they will perform at their best.

Self service 52

Self service Coaching Chatbots Analytics 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

CSM Magazine

JULY 22, 2022

Machines and their environments can be mirrored, monitored and enhanced, giving service teams a real-time simulation and vision. With predictive analytics built-in, it promises to enable more tailored, outcome-centric service models in a more cost-effective way. Self-service and sustainability: the evolution of product design.

Engineering 109

Engineering Self service Government Healthcare 109

CSM Magazine

DECEMBER 21, 2021

Accelerate the use of intelligent automation – many customers enjoy the speedy benefits of self-service tools such as chatbots and most contact centres have deployed some form of automation of this type. However, more investment in self-service and AI is still required by customer service teams.

Technology 59

Technology Analytics Average Handle Time Self service 59

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

SEPTEMBER 14, 2023

Processes : Conduent helps businesses and agencies elevate their performance by leveraging AI and analytics to automate processes and repetitive tasks, as well as develop insights to improve the customer experience. email, chat, live, social, etc.)

Journey mapping 59

Journey mapping Government Transportation Customer Care 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. Self-service automation allows agents to build and edit their own schedules around their life rather than the other way round, in real-time, using their mobile devices.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

CSM Magazine

MAY 30, 2023

Realistically, I believe the challenge for most contact centres will be managing the transition from self-service to assisted service, when an agent takes over from a bot’s failed attempt to resolve the customer interaction. By using the right tactics and with regular practice, you will soon reach Olympic standards.

Chatbots 52

Chatbots Self service Customer centricity Contact Center 52

CSM Magazine

JULY 19, 2023

Calabrio’s automated workforce management (WFM) technology has transformed resource planning efficiency at Ascensos, saving the company 375 hours every week—the equivalent of 13 full-time employees—while dramatically boosting staff engagement through self-service.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

CSM Magazine

JUNE 12, 2023

Contact center fraud occurs when malicious actors deceive contact center agents or manipulate self-service channels to gain unauthorized access to sensitive information, manipulate accounts or commit other illicit activities. These tools analyze historical data to predict and detect fraudulent activities.

Contact Center 52

Contact Center Engineering Education Banking 52

CSM Magazine

DECEMBER 2, 2020

The pandemic has also revealed how agents are typically the preferred option to self-service solutions. Analytics adoption will continue its acceleration – for agents and for customers. Brands will need to prioritise the ability to predict future customer behaviour with powerful predictive analytics.

Analytics 72

Analytics Self service Government Engineering 72

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

OCTOBER 12, 2022

Speech Analytics. Speech analytics is a technology that analyzes human speech for signs of emotion, intent, and meaning. Speech analytics can also be used to monitor call center performance , identify training needs, and improve call quality. Self-Service. Voice Biometrics.

Technology 52

Technology Customer Experience Journey mapping Chatbots 52

CSM Magazine

OCTOBER 6, 2021

Avaya OneCloud CCaaS , with Google Cloud Contact Centre AI, is the first of its kind to be implemented in Japan and delivers new levels of self-service that both improve the customer experience and increase agent productivity. Avaya today announced that transcosmos inc.,

Business Process Outsourcing 52

Business Process Outsourcing Virtual Agent Self service Cloud contact 52

Fonolo

APRIL 24, 2018

Our favorite chart: Customer Service Index Report. They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). A lot of people find this counter-intuitive because of all the new technology announcements in the self-service realm.

Contact Center 57

Contact Center Call Center Self service Surveys 57

CSM Magazine

JUNE 16, 2022

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. Cloud is integral to remote and hybrid working.

Coaching 52

Coaching Self service Analytics Employee engagement 52

CSM Magazine

FEBRUARY 24, 2023

Self-Service Options: Technology has enabled businesses to offer self-service options like FAQs, knowledge bases, and video tutorials, enabling customers to solve their own issues quickly and easily.

Customer Service 52

Customer Service Multi-channel support Self service Chatbots 52

The Center for Client Retention

DECEMBER 4, 2018

Apple recently acquired Next Issue Media and its “Texture” app, which some describe as a “Netflix for magazines.” For $10-$15 monthly, subscribers have access to a bonanza of popular magazine content. The service delivers free, ad-supported film and TV content from major studios.

Customer Experience 79

Customer Experience Real estate Advertising Airlines 79

CSM Magazine

NOVEMBER 4, 2020

According to our research, 44% of operations are using predictive analytics and automation to enhance interaction evaluation. A blend of self-service and human interactions – over this year, we have seen increased spend on self-service tools.

Self service 52

Self service Analytics Employee engagement Surveys 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. In the UK, 43% of contact centre managers say voice of the agent surveys are highly effective for improving agent engagement.

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

CSM Magazine

MAY 12, 2022

Take away the burden of managing schedule changes, shift swaps or overtime and time-off requests by introducing the latest mobile self-service chatbots for agents. Our AI-driven analytics tools make it easy for contact centres to uncover customer sentiment and share compelling insights with other parts of the organisation.

Coaching 59

Coaching Analytics Chatbots Self service 59

Enghouse Interactive

OCTOBER 19, 2020

As discussed in the last blog, we noted that a key area of focus should be on Natural Language Processing (NLP) where “Conversational Analytics” can become the differentiating factor, helping AI delivering the best possible solution today, and even better solutions tomorrow. It’s all in the approach and how the data is analyzed.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 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

MARCH 13, 2022

They also utilise more complete analytic tools. Some benefits of Avaya OneCloud CCaaS include: Smarter self-service : Deliver intelligent, conversational self-service—24/7—with options to connect with a live agent.

Gamification 52

Gamification Customer centricity Self service Surveys 52

CSM Magazine

MAY 2, 2019

Your website needs to have the tools that enable them to achieve this, with your self-service portal being their first port of call. 90% of consumers expect your site to offer an online self-service support portal. Almost three-quarters of consumers start their service queries by looking for answers online themselves.

Customer Experience 91

Customer Experience Management Self service Interactive Voice Response 91

CSM Magazine

MAY 5, 2022

Remember the secret sauce to self-service automation – comprehensive rule sets and real-time intraday service level controls across all skills ensure that agents can completely self-service, build and modify their schedule, without any intervention from the WFM team.

Self service 52

Self service Service level Analytics Coaching 52

CSM Magazine

APRIL 13, 2021

Use website analytics tools like Google Analytics to see who views your site, what pages they visit, and what type of content they’re interested in. Use Self-Service Knowledge Base for Customer Support. A self-service knowledge base is crucial to scaling your SaaS startup successfully.

SaaS 52

SaaS B2B Self service Analytics 52

CSM Magazine

OCTOBER 27, 2020

As an agent-centric platform, Calabrio ONE empowers at-home or office-based agents with comprehensive self-service capabilities, including the ability to self-schedule, trade shifts, book time off and find overtime–all via a mobile app. 2020 has, of course, spawned many changes. “It’s

Analytics 52

Analytics Self service Best practices Quality management 52

CSM Magazine

JULY 28, 2022

Working with large data sets (Big Data) is primarily used for HR analytics. It also includes a support law firm that keeps contacts and HR policies up to date and provides an employee self-service feature; 3. Although its use is being updated to improve recruiting, measure personnel efficiency, quality, etc. Time Tracker.

Management 59

Management Gamification Analytics Enterprise 59

CSM Magazine

OCTOBER 5, 2020

Synchronize Channels : Provide intuitive 24/7 self-service, match tone-of-voice and fully embed social, web, chat and portal into your contact center operations. Bring customer experience to the center : Gain senior management buy-in, prove ROI, and move from reactive support to proactive success.

Customer Service 52

Customer Service Chatbots Self service Analytics 52