CSM Magazine

JULY 19, 2024

The new tool unites key features including call coaching, smart follow-ups, and action plans to create personalized conversations with leads. Magazine’s Best Places to Work list. By merging generative and conversational AI, they’ll be able to bridge the gap between connection and conversion like never before. The objective?

Personalization 52

Personalization Coaching Marketing Sales 52

CSM Magazine

OCTOBER 18, 2023

Zenarate expands its AI Coach language capabilities to 79, the most in the industry, and adds new agent feedback reporting for AI simulation training. The company’s AI Coach platform now supports 79 languages, the most options in the industry.

Coaching 59

Coaching Feedback Telecommunications First call resolution 59

Call Center Weekly

SEPTEMBER 11, 2017

By Beverly Mahone As a baby boomer I have held my share of customer service positions over the years. I am a firm believer that no matter what business you're in, you are going to give some level of customer service to someone. Even online merchants must deliver good customer service if they want returning clientele.

Customer Service 143

Customer Service Call Center Coaching Enterprise 143

CSM Magazine

MAY 16, 2024

Customer Psychology Coaching Understanding the psychology behind customer behaviors can equip team leaders with the insights to address customer needs proactively and personalize the support experience. Coaching or courses in customer psychology can be surprisingly beneficial.

Customer Support 52

Customer Support Coaching Construction CRM 52

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Identifying individual or team skill gaps allows leaders to better offer coaching and support to agents that need it.

Coaching 52

Coaching Gamification Customer Service Quality management 52

CSM Magazine

JUNE 27, 2023

Zenarate raises $15M and leads movement from passive training to natural language AI Simulation Training to develop confident and prepared customer service and sales agents who deliver superior empathetic experiences and performance. Zenarate AI Coach delivers on average: 56% faster agent speed-to-proficiency vs. traditional training.

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

CSM Magazine

AUGUST 15, 2022

Simulation training is one of the fastest-growing training approaches for customer service agents. The new approach helps prepare customer service agents to deliver superior customer experiences before live customer interactions confidently. Simulation Training for Better Human Engagement and Performance.

Customer Service 93

Customer Service Coaching Best practices Contact Center 93

CSM Magazine

APRIL 20, 2023

Zenarate, the leading Simulation Training solution, today announced that Startek, a global customer experience (CX) solutions provider, is using its AI Coach to provide immersive training to its contact center teams. Zenarate AI Coach is the “flight simulator” for customer and prospect engagement.

Coaching 59

Coaching Telecommunications Best practices Healthcare 59

CSM Magazine

OCTOBER 25, 2023

In customer service, employees are the face of the company and the effectiveness of the onboarding process cannot be overstated. This article outlines techniques and best practices for human resource (HR) managers to use to effectively onboard customer service employees.

Customer Service 52

Customer Service Coaching Best practices Feedback 52

CSM Magazine

OCTOBER 13, 2022

This is what I call outstanding customer service. Service Quality Institute has a program called Coaching for Success that is available online (when you have managers at remote locations), in-house seminars, and products you can skilfully implement on-site with your own trainers.

Customer Service 105

Customer Service Healthcare Coaching Consulting 105

CSM Magazine

MAY 8, 2024

While fear and uncertainty over its effect on jobs and the future of societies persist, a growing number of organizations are intrigued by the idea that AI could allow them to offer consistent, always-on customer service more cost effectively. How would your customers describe what it’s like to do business with you?

Customer Service 52

Customer Service Contact Center outsourcing Coaching 52

CSM Magazine

APRIL 25, 2022

Managing a customer service team takes dedication, hard work, and the right skill set. If you want to further develop your customer service management style, there are training solutions out there that can improve your talents and create a better working environment. Mental Health Training. Mental Health Training.

Customer Service 97

Customer Service Management Coaching Healthcare 97

CSM Magazine

AUGUST 7, 2020

What separates great customer service managers from others with similar training? The best customer service managers (CSMs) are masters at multitasking. They perform administrative duties, demonstrate efficient management skills, and manage teams of customer support representatives. Customers are always first.

Customer Service 59

Customer Service Management Brand ambassadors Morale 59

CSM Magazine

OCTOBER 27, 2023

You know that excellent customer service is the heart of any successful business. Let’s explore why diversifying your abilities can unlock a level of service that truly delights your customers. This high level of satisfaction increases the likelihood of repeat business, thereby boosting customer retention.

Customer Service 64

Customer Service Customer centricity Coaching Customer retention 64

CSM Magazine

DECEMBER 8, 2021

Headquartered in Silicon Valley, Zenarate’s AI Coach is supporting the world’s largest brands to deliver 30-60% KPI lift. Zenarate’s AI Coach simulates any customer engagement scenario immersing customer-facing team members in real-life conversations while providing real-time coaching.

Coaching 52

Coaching Contact Center Healthcare Scripts 52

CSM Magazine

MARCH 3, 2022

A key to retaining your existing business, growing your brand, and attracting new business is keeping your customers happy. Brian Tuite of Zenarate reveals new technologies that will help improve customer service. Customer service agents are a company’s most important asset to keeping customers pleased.

Customer Service 94

Customer Service Banking First call resolution Best practices 94

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

CSM Magazine

JUNE 28, 2022

AI Coach helps contact center leaders develop top-performing customer-facing teams with AI Conversation Simulation. The CCW Excellence Awards recognize the most innovative companies and top-performing executives for their extraordinary contributions to the customer contact profession. About Zenarate.

Coaching 52

Coaching Contact Center Healthcare Scripts 52

CSM Magazine

DECEMBER 11, 2023

This can be achieved by rolling out training and development programs, offering coaching and mentoring, and providing opportunities for job shadowing and cross-functional experience. About the Author Ian Miller is Editor of Customer Service Manager Magazine – the leading resource and community for customer service professionals.

Contact Center 52

Contact Center Coaching Analytics Call Center 52

ProProfs Blog

JUNE 30, 2020

Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

CSM Magazine

AUGUST 3, 2021

On August 9, Balto will be revealing two products that will revolutionize the way you score and coach calls. This is for you if: You’re tired of randomly sampling a fraction of calls. Your QA software (spreadsheet?) takes a PhD to understand. Your team is spending way too much time finding coachable calls.

Coaching 40

Coaching Contact Center Customer Service 40

CSM Magazine

MARCH 31, 2023

A massive 75% of online consumer s expect service within five minutes, and 73% deem this timeframe to be critical for determining a “good” or “poor” customer service experience. What is workflow automation in customer service? So without further ado, let’s dive in!

SaaS 52

SaaS Customer Service Coaching CRM 52

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams. Arguably, in 2021 the industry experienced a seismic shift.

Customer Service 98

Customer Service Chatbots B2B Customer Care 98

CSM Magazine

FEBRUARY 18, 2020

Roger Beadle, CEO at Limitless explains why agile customer service models are needed and how businesses can take advantage of the gig economy to improve their customer experience. Companies have a problem which their customers can solve, and I don’t just mean buying more of their products or subscribing to their services.

Customer Service 59

Customer Service Technical Support outsourcing Coaching 59

CSM Magazine

DECEMBER 21, 2022

For instance, some segments of the customer service industry have an attrition rate of 50%. This can negatively impact customer experience and affect a company’s bottom line. Businesses should also make sure that customer service agents feel valued as members of the team, and that their efforts are recognized.

Customer Service 52

Customer Service Customer Care Sales Coaching 52

CSM Magazine

SEPTEMBER 21, 2023

Critical Thinking—The Most Needed Skill, And the Most Lacking 97% of consumers agree that customer service interactions have a direct impact on brand loyalty—which directly correlates to brand revenue. Just 49% of managers believe that remote workers are meeting productivity expectations today, which is 24% lower than in 2020.

Customer Service 59

Customer Service Customer centricity Analytics Contact Center 59

CSM Magazine

MAY 26, 2021

He is a Certified Professional Trainer (CPT), Certified Customer Service Professional (CCSP), Corporate Trainer Certified (CTC), and Modern Classroom Certified Trainer (MCCT).

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Service level Customer Service Coaching Sales 111

CSM Magazine

JULY 3, 2017

Lately it feels like a precarious time to be a customer service employee. Thanks to the millennial influence, customers are turning to digital self-service tools more than ever, and Artificial Intelligence is developing to the point where chatbots and chatting humans are becoming interchangeable (sad face emoji).

Customer Service 44

Customer Service Coaching Gamification Sales 44

CSM Magazine

APRIL 19, 2022

Customer service can make or break a business’s reputation. In fact, more than 95% of customers will never purchase from a company that provided poor customer service. As recurring customers are the cheapest to acquire and maintain, having a strong customer service team is essential for your business’s bottom line.

Customer Service 52

Customer Service Construction Feedback Coaching 52

CSM Magazine

FEBRUARY 7, 2024

Zenarate AI Coach is the first training platform that virtually improves itself from live call trends and intelligence delivered by the new Call Insights actionable data. ” Zenarate’s AI Coach platform provides customer service agents with a comprehensive and immersive “flight simulator” experience. .”

Coaching 52

Coaching Contact Center Best practices Analytics 52

CSM Magazine

OCTOBER 18, 2022

Dave Orstad, SVP professional services and support, Calabrio. Calabrio Appoints New Leader of Customer Service & Support Team in Mission to Be Trusted Ally for Customers’ Success.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

CSM Magazine

JUNE 17, 2024

Zenarate’s AI Coach platform has successfully reshaped the training and development methodologies and practices for contact center agents worldwide. As always, it reflects the dedication and hard work everyone has committed to our AI Coach platform,” said Brian Tuite, co-founder and CEO of Zenarate.

Technology 52

Technology Coaching Healthcare Enterprise 52

CSM Magazine

NOVEMBER 15, 2022

It’s no coincidence that companies with great cultures also have great customer service. When employees feel valued and appreciated, they are more likely to go the extra mile for customers. Ask questions about their customer service philosophy and how they would handle difficult customer service situations.

Customer Service 52

Customer Service Morale Surveys Customer centricity 52

CSM Magazine

MARCH 14, 2022

Nicereply and EvaluAgent form partnership to help customer service teams make more of their customer feedback and quality assurance programmes. EvaluAgent and Nicereply share a common mission to help contact centres measure their performance and delight their customers. About EvaluAgent.

Customer Service 52

Customer Service Surveys Feedback outsourcing 52

CSM Magazine

JULY 9, 2021

Some of these may be the finance, sales, marketing, customer service, production, and human resource divisions. While each office is essential, there’s a department every company can’t live without, and that’s the customer service section. What Is Customer Service Executive?

Customer Service 59

Customer Service Finance Enterprise Coaching 59

Customer Guru

APRIL 10, 2018

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. After some deep introspection, I picked the common link in all these industries – ‘ CUSTOMER ’.

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

Toister Performance Solutions

MARCH 22, 2018

How Magazines Derailed a Catalog Twenty years ago, I supervised the call center training team for a retail catalog company. This was back in the days when the majority of customers called in to place an order. Our vice president of customer service one day announced a partnership with a magazine subscription company.

Coaching 55

Coaching Call Center Sales Management 55