CSM Magazine

NOVEMBER 14, 2023

Since implementing the cloud-based 6-in-1 solution, EB Gas has seen a 20 percent increase in the number of routine service jobs it can allocate and engineers are 30 percent more efficient capturing onsite information using mobile devices which are live-linked to the back-office system.

Engineering 52

Engineering CRM Finance Accountability 52

ShepHyken

JANUARY 2, 2019

Within a few minutes, there was a knock at the door and a man from engineering was there with a new scale. And, just a few minutes after the engineer left, Neil received a call from the front desk to make sure the scale was working and if there was anything else he needed. He noticed the electronic scale in the bathroom didn’t work.

Customer Service 327

Customer Service Engineering Customer Care Customer Support 327

CSM Magazine

AUGUST 7, 2023

Crucial Engineering is underpinning a UK-wide expansion of its aluminium and automation business with the BigChange job management system which live links field engineers to back-office support staff using a mobile app. “BigChange has given me this and more,” he continued.

Engineering 52

Engineering Management Finance CRM 52

Eptica

SEPTEMBER 24, 2021

Date: Friday, September 24, 2021 Author: Pauline Ashenden - Demand Generation Manager Why we need to think of the contact centre as a revenue engine. Managing it successfully relied on improving productivity and keeping costs low, without impacting the service that was delivered. How to plan for customer service success at peak times.

Engineering 123

Engineering Best practices Management Customer Service 123

CSM Magazine

APRIL 17, 2024

As a result, leaders are proceeding cautiously when it comes to expanding company headcount, including in the area of customer service – which is often one of the most critical and outwardly visible organizations for any company. This requires lower-tier customer service professionals to be enabled and empowered to step up when needed.

Customer Service 59

Customer Service Scripts Banking Analytics 59

CSM Magazine

MARCH 4, 2022

Intelligent self-service (ISS) experts, 4 Roads , has partnered with the Institution of Engineering and Technology (IET) to transform its global membership network and knowledge sharing capabilities through a new online community platform built on Verint Community. ” About 4 Roads.

Engineering 98

Engineering Technology Self service Chatbots 98

SharpenCX

JULY 17, 2018

If companies want to be successful in navigating today’s corporate terrain, we need to focus more on engineering the customer service experience. Customers expect every interaction is the best experience they’ll have with any given company. A study from Bain & [.].

Engineering 76

Engineering Customer Service Contact center software Contact Center 76

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. They demand highly convenient and fast service. The key to reaching this powerful demographic is by understanding that technology is central to their being.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

ShepHyken

MAY 9, 2022

Each week I read many customer service and customer experience articles from various resources. Customer Experience Conundrum: Fix Bad Experiences or Make Good Ones Better? Are your customers coming back out of true loyalty, habit, or some other reason? Tips to Providing Excellent Customer Service by Abdul Mooez.

Customer Service 167

Customer Service Engineering Personalization Surveys 167

ShepHyken

AUGUST 8, 2018

Some people are just naturally good at providing great customer service. I realized that there was a point in my life that I could look back and say, “That’s when I knew I was passionate about taking care of customers.” That was my “Customer Service DNA.”. Nothing I did was going to get that engine to turn over.

Customer Service 218

Customer Service Finance Banking Engineering 218

Call Center Weekly

SEPTEMBER 25, 2018

The time for annual Customer Service Week is rapidly approaching! This is a week to celebrate and recognize those hardy souls who have chosen to become customer service professionals. Take the time to remind them that everyone is in customer service. Are you ready?

Customer Service 237

Customer Service Engineering Surveys Sales 237

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts. Our customer service research supports the theme.

Customer Service 167

Customer Service Customer retention Engineering Self service 167

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience.

Customer Service 246

Customer Service Chatbots Engineering Analytics 246

Call Design

NOVEMBER 18, 2019

The Aspect Telephony systems engineer is responsible for the installation, upgrading, testing of telephony products into customer environments and Call Design cloud environments in a timely manner to ensure a high standard of customer service. – Work in a positive and collaborative way with colleagues and customers.

Engineering 60

Engineering Personalization Customer Service Management 60

Call Design

NOVEMBER 18, 2019

The Aspect Telephony systems engineer is responsible for the installation, upgrading, testing of telephony products into customer environments and Call Design cloud environments in a timely manner to ensure a high standard of customer service. – Work in a positive and collaborative way with colleagues and customers.

Engineering 60

Engineering Personalization Customer Service Management 60

ShepHyken

SEPTEMBER 14, 2021

The Ultimate Marketing Engine. Creating Customers for Life. Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. They discuss how to serve, understand, and create evangelists out of your ideal customers. is a customer service and experience expert,?

Engineering 379

Engineering Consulting Consulting Marketing 379

CSM Magazine

OCTOBER 27, 2023

As firms compete to put the customer first, there have been all sorts of different tools created to help improve customer service , drive optimization for accounting processes and maximize overall customer value. The Evolving Landscape of Customer Service The finance and accountancy industry is undergoing major changes.

Finance 59

Finance Accountability Customer Service Engineering 59

TRUSTID

OCTOBER 7, 2018

The threat of social engineering casts a wide net, as today’s professional attackers are online, on the phone, and are even standing directly across the counter from bank tellers. This is where social engineers attempt to gain the trust of an unsuspecting employee or telephone agent to get them to divulge sensitive customer information.

Engineering 50

Engineering Banking Call Center Consulting 50

CSM Magazine

DECEMBER 6, 2023

Ryan Welsh, Founder and CEO of Kyndi , recently compiled a list of trends that he believes will help customer service professionals practically deploy GenAI and make it effective for users. Prediction #3: GenAI will streamline new employee onboarding for customer service and knowledge management teams.

Customer Service 59

Customer Service Engineering Chatbots Technology 59

Eptica

OCTOBER 4, 2021

Date: Monday, October 4, 2021 Author: Pauline Ashenden - Marketing Manager The 4 pillars of a successful customer service strategy. In a more disrupted, constantly-changing world, successful customer service requires a new approach. 5 ways to make your customer service more agile and flexible.

Customer Service 120

Customer Service Best practices Engineering Accountability 120

Micah Solomon

OCTOBER 9, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Train your employees to handle unhappy customers–and to win them back when things go wrong. email, chat, web).

Customer Experience 264

Customer Experience Customer Service Consulting Consulting 264

TechSee

MAY 4, 2021

Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead. The Concept of GigCX: Freelance customer service agents. Why Customer Service is adopting the Gig Model.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

ProProfs Blog

MAY 21, 2020

According to a study by Microsoft, 56% of people around the world have stopped doing business with a company because of poor customer service experience. However, it also indicates that a lot depends on the kind of customer service operators you hire for your business. What is a Customer Service Job?

Customer Service 166

Customer Service Engineering Customer Support Management 166

ShepHyken

OCTOBER 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. Great Customer Experience Means Consistent Customer Service by Glenn Pasch.

Customer Service 215

Customer Service Automotive Feedback Customer centricity 215

Creative Virtual

OCTOBER 6, 2022

By Maria Ward, Account Manager & Knowledgebase Engineer. Back in 2014, the International Customer Management Institute (ICMI) published a report titled The Growing Need for Multilanguage Customer Support. Over half acknowledged that offering support in a customer’s native language was a competitive differentiator.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

Eptica

OCTOBER 8, 2021

Date: Friday, October 8, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways to make your customer service more agile and flexible. How can they ensure they are meeting customer needs, whatever is happening? The 4 pillars of a successful customer service strategy. Published on: October 08, 2021.

Customer Service 120

Customer Service Best practices Engineering Accountability 120

ShepHyken

NOVEMBER 30, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Tips for Getting Executive Buy-in on Your Customer Experience Strategy by Phil Britt. CMSWire) With so much on the line for your customers, getting your leadership to buy in to CX strategies should be top of mind.

Customer Service 207

Customer Service Construction B2C B2B 207

UJET

JULY 2, 2020

We’re thrilled to welcome two new members to our executive leadership team, Baker Johnson as Vice President of Marketing and Dave Bullock as Vice President of Engineering. Bullock also has helped UJET’s customers significantly scale in order to meet their operational needs and help their customers navigate these challenging times.

Engineering 72

Engineering Marketing contact center solutions SaaS 72

Customer Service Life

DECEMBER 6, 2021

As a customer service leader, there’s a certain balance I’ve struggled to find. Monitor the quality of customer interactions to ensure that customers have a good experience? Advocate for both customers and the customer support team to the rest of the organization? I know I do.

Customer Service 104

Customer Service Engineering Customer Support Analytics 104

ShepHyken

JANUARY 29, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018.

Customer Service 230

Customer Service Enterprise Engineering Contact Center 230

ShepHyken

MARCH 22, 2017

Congratulations to Squaremouth , who just won a Gold Stevie Award for Customer Service Department of the Year – for the fourth time! For those that don’t know, the Stevie is an international business award that recognizes top performing organizations in several categories including customer service.)

Customer Service 220

Customer Service Engineering Sales Marketing 220

CSM Magazine

JANUARY 22, 2024

Customer service is a crucial aspect of any business, as it can affect customer satisfaction, retention, and loyalty. However, providing high-quality customer service can be challenging, especially in the era of digital transformation, where customers expect fast, personalized, and seamless interactions across multiple channels.

SaaS 52

SaaS Customer Service Chatbots Virtual Agent 52

ShepHyken

SEPTEMBER 3, 2021

A customer experience management platform (CX management platform) can improve the quality of customer service by empowering CX agents with the data and the tools they need to provide high-quality customer service, raising agent productivity and the overall quality of service. .

Customer Experience 353

Customer Experience Management Contact Center Engineering 353

ShepHyken

MARCH 16, 2020

Each week I read a number of customer service and customer experience articles from various resources. Ten Tips to Increase Customer Loyalty by Atlanta Small Business Network. ASBN) Building customer loyalty takes time and effort, but the reward is guaranteed sales. Here are my top five picks from last week.

Customer Service 227

Customer Service B2B Engineering Self service 227

TechSee

OCTOBER 23, 2018

Personalization as a driver in customer service. With unprecedented advances in algorithms and other machine learning tools, AI-enhanced solutions, such as virtual assistants or chatbots, can learn how to respond, engage or process many standard tasks — including customer service queries. . Virtual Assistants.

Personalization 157

Personalization Customer Service Chatbots Engineering 157

CSM Magazine

MAY 23, 2023

In today’s competitive business environment, providing excellent customer service is crucial for any company’s success. However, not all customers have exact needs or expectations regarding service. But what exactly is specialized customer service?

Customer Service 52

Customer Service Upselling Engineering Personalization 52