CSM Magazine

NOVEMBER 14, 2023

Leading research and consulting firm Gartner predicts that Conversational AI will reduce contact centre labour costs by $80billion in 2026 and over the same period, one in 10 agent interactions (10%) will be automated, an increase from an estimated 1.6% Empower agents with practical coping mechanisms for dealing with frustrated customers.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

CSM Magazine

FEBRUARY 8, 2022

Areas including accessibility and inclusivity, personalisation, and the importance of a collaborative, customer-centric approach are all likely to be high on our agendas as we work toward delivering the multi-channel experience our customers deserve. A customer-centric approach to collaboration. About the Author.

Customer Experience 52

Customer Experience Customer centricity Journey mapping Consulting 52

CSM Magazine

JULY 21, 2023

In a rapidly evolving, increasingly customer-centric business landscape, enterprises are recognising the need for a deeper understanding of their customers. They are finding invaluable insights not in traditional market research, but in their contact centres, the bustling hubs of customer and colleague conversations.

Enterprise 52

Enterprise Customer centricity Chatbots Consulting 52

Callminer

FEBRUARY 21, 2018

One common mistake I see from call centers that I have consulted with over the last year is…”. Jonathon is a sought-after public speaker and regularly speaks about customer success, customer-centric user experiences and cloud technologies throughout North America. The number one mistake is…”. Mihai Corbuleac. csITsupport.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

CSM Magazine

OCTOBER 10, 2023

For example, they may reduce talk time by implementing agent-assist technologies or they improve call routing to lower hold times. About the Author Graeme Meikle is a Senior Workforce Management Consultant at Calabrio. Automate After-Call Work Handling time consists of three parts: talk time, hold time, and wrap-up time.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

CSM Magazine

AUGUST 31, 2020

Nothing is more frustrating for a customer than having to rehash their problem over and over again to multiple agents. The following example is a true interaction one of my clients had with a large cable provider (name has been changed). This customer centric philosophy is what contributes to Zappo’s success as a company.

Customer centricity 52

Customer centricity Automotive Banking Consulting 52

CSM Magazine

OCTOBER 12, 2022

Close the gap – perceptions are everything but there currently exists a giant chasm between what customers want and how their favourite brands actually measure up to the task. For example, only 45% of consumers feel contact centres are meeting their need to be heard and understood. Follow this up with empathy. About the Author.

Coaching 52

Coaching Upselling Analytics Customer centricity 52

CSM Magazine

FEBRUARY 4, 2019

When constructing a customer-centric organization, it is critical to be holistic – specifically because core behaviors and purpose should not change, whether a vendor or a key customer. Other audiences, such as employees and partners, fall down a rung on the hierarchy, with suppliers and vendors often at the bottom.

Customer centricity 49

Customer centricity Construction Coaching Consulting 49

CSM Magazine

JULY 26, 2023

For example, instead of starting at 9am, allow agents to begin their day any time between 8am and 9am to enhance flexibility without disrupting agent schedules or customer demands too dramatically. About the Author Nick Brook is a Senior WFM Consultant/Project Manager at Calabrio. Calabrio is a trusted ally to leading brands.

Self service 52

Self service Coaching Chatbots Analytics 52

CSM Magazine

DECEMBER 5, 2017

Technologies such emotion-engines, which help analyze input to determine customers’ emotions could help personalize interactions and may prompt a seamless transfer to a customer service professional as a next step. In relation to customer service, technologies like AR and VR will not be as impactful in 2018.

Customer Service 80

Customer Service Gamification Self service CRM 80

CSM Magazine

MARCH 4, 2019

For example, if you’re promoting your new widget, are you talking solely about the features and benefits of the product, or framing it around how it solves your customers’ problems? This is most often because your product isn’t fixing the critical things your customer needs to solve.

Customer Experience 55

Customer Experience Customer centricity Coaching Consulting 55

CSM Magazine

APRIL 23, 2019

Take, for example, the question of “is our product/service no longer useful to you”? Andrea Belk Olson has a 20-year, field-tested background that provides unique, applicable approaches to creating more customer-centric organizations. Each can be answered with a Yes or a No, or a singular comment.

Customer centricity 63

Customer centricity Coaching Best practices Consulting 63

CSM Magazine

JANUARY 9, 2019

These types of deliverables and claims are simply the baseline to even be considered as an option for a customer. For example, many organizations measure “on time delivery” based on when the product leaves the factory, not when it arrives to the customer. These terms are also based on an internal company perspective.

Customer centricity 69

Customer centricity Coaching Consulting Consulting 69

CSM Magazine

SEPTEMBER 9, 2019

With so many marketing automation platforms, we’ve gone down the road of thinking we are personalizing offerings and services, and actually lost that true, differentiating customer connection. Take, for example, a customer that buys $200 worth of product from you.

Personalization 45

Personalization industry standards Customer centricity Coaching 45

CSM Magazine

DECEMBER 16, 2019

So instead, leaders often go to the “easy button” For example, when different departments aren’t communicating effectively, we put in a process or software system to correct it. Let’s go back to our example of departments not communicating.

Customer centricity 52

Customer centricity Coaching Consulting Consulting 52

CSM Magazine

APRIL 23, 2020

As we reflect on this pandemic, we need to consider how it sets the example for how we lead and drive our organizations. Andrea Belk Olson has a 20-year, field-tested background that provides unique, applicable approaches to creating more customer-centric organizations.

Customer centricity 52

Customer centricity Coaching Consulting Consulting 52

CSM Magazine

NOVEMBER 15, 2022

If you want your team to be passionate and customer-centric, you need to show them what that looks like in action. For example, if one of your values is “customer first,” make sure your customer service team has the authority to do whatever it takes to make the customer happy.

Customer Service 52

Customer Service Morale Surveys Customer centricity 52

ProProfs Blog

JUNE 30, 2020

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. Create a positive customer-centric culture amidst the support team. Create better customer loyalty programs. Improve your existing customer success strategies.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Our favorite content from Annette : Unified CX: Real World Examples. Proactive or Reactive CX? Arie Goldshlager. Barry Dalton.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Magazine

OCTOBER 28, 2019

Taking a risk requires courage and good leaders must lead by example. Andrea Belk Olson has a 20-year, field-tested background that provides unique, applicable approaches to creating more customer-centric organizations.

Morale 40

Morale Customer centricity Coaching Consulting 40

CSM Magazine

MARCH 10, 2021

Whether you are a personal injury lawyer or deal with business law, you need to adopt a customer-centric approach to achieve client satisfaction and loyalty. Establish expectations by advising clients during your initial consultation how often they can expect to receive updates. Keep Clients Informed. Provide Swift Service.

Personalization 52

Personalization Customer Service Customer Care outsourcing 52

CSM Magazine

JANUARY 27, 2021

According to a McKinsey study, 70% of buying experiences are based on how the customer feels they are being treated. The current situation has highlighted the need for a robust and deliverable customer service strategy.

Sales 52

Sales Customer Care outsourcing Customer centricity 52

CSM Magazine

APRIL 9, 2019

Take for example the following: Employee Feedback Fail. Andrea Belk Olson has a 20-year, field-tested background that provides unique, applicable approaches to creating more customer-centric organizations.

Employee engagement 40

Employee engagement Healthcare Feedback Banking 40

CSM Magazine

FEBRUARY 15, 2016

With so much riding on delivering an outstanding customer experience, retailers must now explore ways in which they can successfully enhance the customer buying journey. According to K3 CRM, being able to effectively utilize data stored in customer centric business systems, and using this to build loyalty is the key.

CRM 40

CRM Consulting Consulting Customer centricity 40

CSM Magazine

OCTOBER 15, 2018

Thinking from the outside in will yield a set of metrics that enable agents to focus 100% on the customer – the true meaning of effectiveness. With customer-centric success criteria in place, turn to innovative workforce. With customer-centric success criteria in place, turn to innovative workforce.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Beyond Philosophy

SEPTEMBER 30, 2021

For example, what if people decide they don’t want to keep the product or service after the free trial? For example, I associate free trials with software. For example, I was returning an electronics component and learned that I was responsible for insuring it when I returned it. The Trial of Returns Matters, Too.

Sales 195

Sales Advertising Customer centricity Accountability 195

CSM Magazine

DECEMBER 15, 2022

For example, speech analytics can indicate repeated phrases used in customer conversations to identify new or common failures within particular customer journeys. Meanwhile, sentiment analysis is able to predict customer emotions after a contact. That way, customers are more likely follow their lead.

Coaching 52

Coaching Analytics Feedback outsourcing 52

CSM Magazine

JANUARY 23, 2019

To add true value, digital technologies have to minimize customers’ effort and improve their emotional experiences. For example, Delta Air Lines launched a mobile tracking app to provide flyers with real-time updates about their baggage. Customers don’t want just a digital experience; they want a better overall experience.

Customer Experience 49

Customer Experience Airlines Banking Customer centricity 49

CSM Magazine

MARCH 5, 2020

For example, if a customer is buying a house for the first time, one of their needs might be “getting a mortgage”, but their bigger objective is to “get a home” This is a very important difference.

Journey mapping 59

Journey mapping Customer centricity Coaching Consulting 59

CSM Magazine

JUNE 22, 2020

But when you take too much away, you can also lose that subtle, unique value you bring to your customers. A great example is automated phone trees at customer call centers. Andrea Belk Olson has a 20-year, field-tested background that provides unique, applicable approaches to creating more customer-centric organizations.

Customer centricity 52

Customer centricity Coaching Consulting Consulting 52

Netomi

FEBRUARY 28, 2022

In recognition of its efforts in helping customers to extract the most value from their data, Sumo Logic was awarded the Best Business Intelligence/Analytics Solution of 2021 by Computing’s Technology Product Awards. An example of a recent offering from the company is free Cloud SIEM and Observability certifications.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Contact Center Technical Support 64

Amity

OCTOBER 31, 2016

My first roles out of school were in consulting for a small company in the city called Venture Accelerator Partners. It starts with the engineering team: we want to build a product that doesn’t need us to tell the customer how to use it to be successful. It’s making sure your customers find value within your platform.

Coaching 0

Coaching Upselling Engineering Marketing 0

CSM Magazine

APRIL 23, 2020

But you have a competitive advantage over all those other businesses who provide humdrum and bland experiences: you will exceed your customers’ expectations in every way and watch as the defenses come down and the money rolls in. Find opportunities to say yes exceeds customer expectations by doing what they asked you to do.

Customer Service 52

Customer Service Airlines Brand ambassadors Entertainment 52