CSM Magazine

MARCH 13, 2022

Avaya has announced results of an online market research survey conducted by IDG Communications indicating the most successful UK&I businesses recognise customer-centricity involves an interconnection between Customer, Employee, User, and Multiexperience. . Maximise performance : Create stronger teams. About the Author.

Gamification 52

Gamification Customer centricity Self service Surveys 52

CSM Magazine

DECEMBER 5, 2017

Personalized videos are being used to provide customers with customization related to the specific services or products that they are interested in. Self Service. Self service functions offer greater convenience for customers and are being used across all industries. Gamification.

Customer Service 80

Customer Service Gamification Self service CRM 80

NobelBiz

APRIL 18, 2023

For instance, McKinsey.com found that using advanced real-time analytics: reduced average handle time by up to 40%, increased self-service containment rates by 5 to 20%, cut employee costs by up to $5 million, boost the conversion rate on service-to-sales calls by nearly 50%, all while improving customer satisfaction and employee engagement.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

CSM Magazine

JANUARY 25, 2023

Build a team of brand guardians —as consumers continue to tighten their belts, competition is fiercer than ever and contact centres need to engage more intimately with customers to influence brand perception, win sales and build longer-term loyalty.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

CSM Magazine

FEBRUARY 7, 2023

From an operational point of view, speech analytics help to identify self-service containment opportunities or agent knowledge gaps. They can detect customer frustrations and then alert an agent or supervisor to call them back later in the day. Inspire and motivate team members through gamification.

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

Noble Systems

APRIL 21, 2020

VoIP via home broadband along with a VPN connection to the corporate network will provide secure access to enterprise applications such as CRM, workforce engagement, analytics, and gamification systems. When stress levels and anxiety are pervasive, contact center agents and customers need to know the company has their back.

Call Center 68

Call Center Schedule adherence Contact Center Gamification 68

CSM Magazine

NOVEMBER 3, 2022

Make this brand story part of the agents’ mindset so it becomes second-nature when interacting with customers, whatever the channel. Train new recruits and experienced members of the team then inspire and motivate them through incentives and gamification. Can they pre-empt what will make or break a good customer experience?

Gamification 52

Gamification Coaching Analytics Customer centricity 52