CSM Magazine
DECEMBER 7, 2018
The Incite Group have just released the 2019 State of Customer Service Report providing you with an inside look at the strategies, techniques and trends of over 500 customer service and social care professionals. Customer service is in a crucial stage of scaling as the role continues to evolve each year to meet increasing customer demands.
COPC
OCTOBER 31, 2022
A VMO is a centralized group that manages outsourced service partners. 1 A soundly structured governance model, whether managed through a centralized group or otherwise, is a must for high-performing organizations that rely on a business process outsourcer (BPO) to carry out their operations. Multichannel CX Program Management.
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COPC
MAY 31, 2022
has launched its Global Benchmarking Series (GBS). This esteemed group of leaders was passionate about solving a pressing problem that organizations were experiencing.” ” The group met six times over one year to draft the first release of the Standard. Structure and process coordination for multichannel CX programs.
Playvox
JULY 14, 2023
Average handle time and response time vary by channel, so it’s critical to benchmark and track by channel. To minimize the percentage of unproductive time periods, you need a workforce management (WFM) solution that will accurately forecast multichannel agents across all channels in your business. What is the occupancy rate?
COPC
MAY 31, 2022
has launched its Global Benchmarking Series (GBS). This esteemed group of leaders was passionate about solving a pressing problem that organizations were experiencing.” ” The group met six times over one year to draft the first release of the Standard. The committee comprises some of the world’s largest brands.
COPC
JANUARY 6, 2017
have published an executive summary of the survey results for the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. The CXMB survey focused on where brands stand as they transition from multichannel to omnichannel support for their customers. Execs In The Know and COPC Inc.
Eptica
JULY 22, 2020
We live in a multichannel world and consumers want the ability to make contact on an expanding range of channels. Are you agents multiskilled or do they work in agent skill groups? Benchmark yourself against similar organisations in terms of size, sector and location and then see where you can improve.
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