CSM Magazine

FEBRUARY 7, 2023

Customers are like elephants; they have amazing memories. This means they will never forget a truly wonderful or absolutely horrible service experience. So, in these tough economic times, what are the best customer service strategies to provide elephant-astic experiences?

Customer Experience 52

Customer Experience Gamification Analytics Self service 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

MARCH 13, 2022

Improve interactions and identify skills gaps using quality management and advanced scoreboards to track, manage, and improve team performance, including gamification, coaching, and eLearning. Maximise performance : Create stronger teams. About the Author. Steve Joyner is VP UK&I at Avaya.

Gamification 52

Gamification Customer centricity Self service Surveys 52

CSM Magazine

DECEMBER 15, 2020

Fortunately, the latest WEM solutions cover the complete employee lifecycle from recruitment to onboarding, coaching to e-learning, team communications to interactions, task assignments to performance targets, gamification to acknowledgment and reward.

Management 52

Management Schedule adherence Gamification At home agents 52

TechSee

JUNE 4, 2019

Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. In-house social networks and forums promote the sharing of best practices and knowledge across customer service teams.

Call Center 117

Call Center Technology Gamification Coaching 117

CSM Magazine

JUNE 8, 2018

Organizations have been trying to crack the code to providing the type of customer service that makes customers happy and keeps them that way for, well, about as long as customer service has existed: “Prithee, to whom do I speak about this detestable display of sword sharpening?” The tech to get.

Contact Center 45

Contact Center Technology Coaching Gamification 45

CSM Magazine

AUGUST 8, 2023

One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before. It’s a welcome shift because for most contact centre managers, agent stress is the biggest labour issue on their minds and it’s diminishing the customer experience (CX).

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

CSM Magazine

JANUARY 9, 2023

With this launch, Playvox’s entire workforce engagement suite, which also includes quality management and coaching, is available to Salesforce customers. We’re honored to collaborate with Salesforce to bring new levels of efficiency and innovation to our joint customers.” Visit www.playvox.com for more information.

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59