CSM Magazine

DECEMBER 15, 2022

Fostering a positive and empowered work culture can help improve employee morale and engagement, which can, in turn, improve the overall performance of your contact center and your customers’ experience. Understand customers’ emotional loyalty. Tapping into your customers’ emotional loyalty can help retain their business.

Contact Center 52

Contact Center Customer emotions Quality management Morale 52

Callminer

AUGUST 6, 2019

Predictive Dialer: An automated calling system, typically used for sales. It needs to link customer feedback to sales and operational data, and make results accessible company-wide. Despite this, marketers and other organizational leaders alike are neglecting the customer before and after the sale.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Enghouse Interactive

APRIL 30, 2021

Builds stronger relationships with customers, thus increasing sales and retention. EI is not something that you just learn once – it needs to be constantly worked at and has to be supported by the culture of your contact centre if you are to gain consistent benefits, both internally and with customers.

Analytics 55

Analytics Customer emotions Employee engagement Chatbots 55

Comm100

NOVEMBER 8, 2017

A live chat agent should be intuitive, and able to interpret your customers tone and emotions. This is easier over audio or video chat, where facial and verbal cues give your customers emotions away; but it is also important to do over written chat. Good training activities will be the next step.

Customer Service 43

Customer Service Average Handle Time Benchmark Personalization 43