CSM Magazine

SEPTEMBER 13, 2019

The solution involves automation that takes advantage of the existing customer service framework and delivers intelligence to agents allowing them to improve their service levels at scale. How Artificial Intelligence is contributing to Customer Service. The safer they drive, the higher discounts they get.

Customer Service 45

Customer Service Chatbots Entertainment Self service 45

C3Centricity

SEPTEMBER 12, 2016

In the bank, I was treated to a comfortable sofa, coffee and a TV channel to watch, as my name moved quickly up the waiting list on the large central screen. Again not the automatic response upon the completion of a job, but a real desire to provide more than just satisfactory service. Not in Peru. I so wish I had done that.

Airlines 91

Airlines Coaching Banking Customer centricity 91

Callminer

AUGUST 1, 2017

This will improve campaign performance overall including agents’ service levels. Prior to co-founding C3 Metrics, Greenfield was a recognized thought leader in the area of Branded Content as publisher of Branded Entertainment Monthly, a joint effort with VNU Media, detailing industry statistics, gaps, and trends. Jeff Toister.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

CSM Magazine

MARCH 7, 2016

One entertainment retailer failed to fully answer a single question, yet another in the same sector asked the same 10 questions successfully, scoring 100%. Banking, which averaged 84% of questions answered on the web, only responded to a single email, while the insurance sector answered 80% of emails but just 45% of online questions.

Multichannel 40

Multichannel Entertainment Customer Service Banking 40