CSM Magazine

APRIL 26, 2024

HubSpot is one of the top CRM platforms currently available on the market. HubSpot is a CRM (which stands for Customer Relationship Management). HubSpot’s Customer Relationship Management Platform is a centralised location to manage all your customer contacts and relationships within the HubSpot suite.

CRM 52

CRM Sales Best practices Marketing 52

CSM Magazine

APRIL 23, 2024

When discussing communication and collaboration tools for businesses, we often encounter the terms “intranet platforms” and “enterprise social networks.” Understanding Intranet Platforms An intranet platform serves as a solution for fostering communication and serving as a central repository for company information.

Enterprise 52

Enterprise Management 52

TechSee

JULY 24, 2023

Embracing this philosophy, TechSee’s Visual Journeys simple integration with your Interactive Voice Response (IVR) platform and Customer Relationship Management (CRM) system can revolutionize customer engagement by turning “hold time” into “customer gold”.

Interactive Voice Response 109

Interactive Voice Response Call Center First call resolution CRM 109

CSM Magazine

APRIL 26, 2024

In today’s era, Learning Management Systems (LMS) have become tools for organizations to provide effective training and education. Simplify Data Integration To minimize the time devoted to optimizing LMS reporting efficiency , it is crucial to simplify the process of collecting and integrating data into your system.

APIs 52

APIs Analytics Metrics Education 52

Totango

NOVEMBER 27, 2023

Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms. Offer self-service functionalities through community and knowledge centers.

B2B 91

B2B CRM Enterprise Upselling 91

AWS Machine Learning

MARCH 11, 2024

The new VistaPrint personalized product recommendation system Figure 1 As seen in Figure 1, the steps in how VistaPrint provides personalized product recommendations with their new cloud-native architecture are: Aggregate historical data in a data warehouse. Transform the data to create Amazon Personalize training data.

Personalization 91

Personalization Engineering APIs Advertising 91

3CLogic

APRIL 10, 2024

With many organizations still relying on outdated and siloed platform environments — where contact records are stored in one system and engagement history in another — valuable time is wasted searching for insights and information. Now, let’s see how this integration enhances the ServiceNow platform!

Management 64

Management Call Logging CRM Call flow 64

Connect

APRIL 18, 2024

Gen AI is a trending topic because businesses and consumers are captivated by the potential applications the technology holds in how the world works and engages, with the AI arms race between OpenAI, Microsoft, Google, and Meta escalating with the public release of platforms like ChatGPT, Bing Chat, Baard (now Gemini) and Meta AI.

Virtual Agent 86

Virtual Agent Chatbots Average Handle Time Engineering 86

CSM Magazine

FEBRUARY 27, 2024

To succeed in this landscape, companies must have a knowledge management system that allows them to gather, analyse and utilise information effectively. A key tool for achieving this is an integrated knowledge platform. This article delves into the role these platforms play in driving business success.

Best practices 52

Best practices Marketing Analytics Metrics 52

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more.

contact center solutions 106

contact center solutions Enterprise Contact Center Interactive Voice Response 106

24-7 InTouch

APRIL 26, 2024

This blog explores how companies can synchronize AI adoption with effective risk management to foster a robust, safe, and customer-centric business environment. Data Mastery : AI is only as good as the data it processes. Successful adoption requires high-quality, well-managed, and ethically sourced data.

Government 52

Government Customer centricity Technology Management 52

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Enterprise 91

Enterprise Finance SaaS Analytics 91

Connect

JANUARY 22, 2024

Many organisations struggle with the hindrance of siloed systems and fragmented data, restricting innovation and data accessibility. This contact centre buyer’s guide by Genesys outlines specific capabilities crucial for maximising value in customer, employee, and business interactions on a cloud platform.

Cloud contact 94

Cloud contact Contact Center Marketing Customer Experience 94

AWS Machine Learning

APRIL 11, 2024

AWS will offer the new NVIDIA Blackwell platform as Amazon Elastic Compute Cloud (Amazon EC2) instances and NVIDIA DGX Cloud to accelerate performance of building and running inference on multi-trillion parameter large language models (LLMs).

Entertainment 95

Entertainment Marketing Best practices Technology 95

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. How Will AI Impact the Employee Experience?

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

CSM Magazine

APRIL 19, 2024

Getting to Know CX Software CX software includes applications and platforms that aim to enhance customer interactions, elevate satisfaction levels, and foster loyalty. Gathering Customer Information A key feature of CX software is its capacity to gather customer data at various touchpoints throughout the customer journey.

Multichannel 59

Multichannel Metrics Analytics Feedback 59

Totango

SEPTEMBER 22, 2023

“Totango believes being an open platform, working with a wide range of capability used in the enterprise, is vital to ensuring customer success can have the maximum impact of helping businesses retain and grow their customers. And, that growth comes from consistently and quickly delivering customer value.

Enterprise 113

Enterprise Education Best practices Customer retention 113

Totango

NOVEMBER 15, 2023

TrustRadius, a renowned platform for transparent business technology reviews, announced its 2023 Best of Awards, with Totango emerging as a triple winner. Now we can easily manage a high-touch customer experience for clients at every stage of the customer journey.” We love data-driven insights.

Enterprise 112

Enterprise Best practices Feedback Education 112

TeamSupport

JULY 31, 2023

The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more.

Customer Support 97

Customer Support Metrics Coaching Marketing 97

AWS Machine Learning

FEBRUARY 13, 2024

To keep pace with new products, a new model was produced each month using the latest training data. Data augmentation for model training and manually managing the complete end-to-end training cycle was adding significant overhead. BigBasket was running this on a third-party platform, which incurred significant costs.

Engineering 97

Engineering Gamification Scripts Big data 97

NobelBiz

FEBRUARY 20, 2024

These issues can range from numbers being labeled and blocked, poor number management, severe drops in contact rates, to frequent network downtime due to lack of redundancy, and delayed resolutions for telecom-related technical issues. Agents can share data, collaborate on calls, and work efficiently.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

AWS Machine Learning

APRIL 18, 2024

It’s the AI-powered platform for work that connects people, conversations, apps, and systems together in one place. Slack worked with SageMaker JumpStart to host industry-leading third-party LLMs so that data is not shared with the infrastructure owned by third party model providers.

Enterprise 97

Enterprise Analytics Metrics Accountability 97

CSM Magazine

APRIL 25, 2024

In an era where data breaches are common, building and maintaining this trust, especially concerning customer data, is a significant challenge. Delivering this level of personalisation consistently can be challenging, given the vast amounts of data and the intricacies of customer journey mapping.

Customer centricity 52

Customer centricity Journey mapping Feedback Entertainment 52

Totango

JANUARY 3, 2024

With Totango, businesses can integrate data to get a 360° view of customer health, collaborate to manage their customer portfolio , engage with customers when and where it matters, monitor and improve the metrics that matter , and scale CS faster with the power of people + AI. Plus, industry experts agree.

Enterprise 111

Enterprise Best practices Analytics Metrics 111

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

Call Center 106

Call Center Management Wait times Contact Center 106

SmartAction

FEBRUARY 13, 2024

Having a strong order management strategy can be a key differentiator for businesses. Businesses who thrive at building robust, complete customer journeys harness the power of automation to build self-service solutions in their order management strategy. This feedback will be instrumental in refining your automation system.

Best practices 63

Best practices Virtual Agent Management Chatbots 63

CSM Magazine

APRIL 24, 2024

AI-empowered chatbots as seen on gaming platforms It is not a secret that the gaming industry is growing significantly, and have you ever asked the question “Why”? There are other reasons beyond the attractive game offers and hyper-personalized offers throughout the platforms, and one of them is the excellence in customer success.

Customer Service 52

Customer Service Chatbots CRM Customer Support 52

AWS Machine Learning

APRIL 16, 2024

They’re often used with highly sensitive business data, like personal data, compliance data, operational data, and financial information, to optimize the model’s output. The biggest concern we hear from customers as they explore the advantages of generative AI is how to protect their highly sensitive data and investments.

Engineering 115

Engineering Personalization Accountability Customer Experience 115

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Data Analysis : AI analyzes vast data sets, identifying patterns and predicting customer behavior. Hold queues and smart call routing play a pivotal role.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

AWS Machine Learning

JULY 6, 2023

Many organizations choose SageMaker as their ML platform because it provides a common set of tools for developers and data scientists. In this post, we cover the benefits for SaaS platforms to integrate with SageMaker, the range of possible integrations, and the process for developing these integrations.

SaaS 74

SaaS Accountability APIs Engineering 74

JustCall

APRIL 3, 2024

To help you find the right fit, let us look at 10 of the top auto dialer platforms. CRM integration: While you can upload lead data using.csv or.xls files, CRM integration should also be available. This would greatly decrease manual data entry work. To increase ROI, you might want to use the best auto dialer available.

Sales 52

Sales CRM Scripts APIs 52

CSM Magazine

APRIL 16, 2024

A reliable and responsive customer support system is often regarded as a hallmark of legitimate platforms. Guiding New Users: For newcomers, navigating online casino platforms might be daunting. Managing Transactions: Financial transactions are a critical component of online casinos.

Customer Experience 52

Customer Experience Wait times Chatbots Customer Support 52

COPC

MARCH 11, 2024

The Proof is in the Data Figure 1 provides a definitive snapshot of how job satisfaction influences employees’ intentions to stay with their current employers. Did we analyze top performers in our organization to arrive at data-driven requirements instead of relying on logical guesses? If not, what support is available to them?

Call Center 98

Call Center Gamification Coaching Employee engagement 98

Fonolo

FEBRUARY 14, 2023

Raise agent satisfaction A good call center manager knows that agent satisfaction is just as important as customer satisfaction. When hunting for new call center technology, keep these features in mind: Forecasting In the contact center, every customer interaction is logged as multiple data points.

Call Center 142

Call Center Interactive Voice Response call center software CRM 142

NobelBiz

MARCH 12, 2024

To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). Introducing Unified Customer Experience Management (Unified CXM) Unified CXM is the practice of creating seamless and personalized experiences for customers across all support and marketing channels.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

OctopusTech

JULY 21, 2023

In this data-driven era, customer data management is highly important than anything else for companies and they are constantly gathering a huge amount of customer information and details. Data of customers act as a lifeline for any business. A data-driven customer experience is important for the success of any company.

Best practices 62

Best practices Management Upselling Sales 62