CSM Magazine

DECEMBER 10, 2021

Take the time to execute an employee journey mapping exercise that can help you uncover the personas found throughout your organization. Bank, Wells Fargo, United Health Group, numerous credit unions and manufacturers.

Best practices 98

Best practices Employee engagement Journey mapping Consulting 98

aircall

APRIL 7, 2017

Going beyond the data-retrieval abilities of, say Siri, some customer service AI programs are able to understand language in real-time, exercise predictive reasoning, and learn as they go. Shep gives the example of AI customer service applied to banking. So why still go to a real bank teller? An enhancement, not a replacement.

Customer Service 80

Customer Service Banking Journey mapping Call Center 80

RichCall

SEPTEMBER 13, 2017

The promise of Omni-channel today is similar to that of Customer Relationship Management (CRM) platforms a quarter of a century ago; by centralizing knowledge and customer information, it enables agents in our Contact Center to deliver more satisfying customer experiences, resolve issues more quickly and efficiently and generate more revenue.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64