CSM Magazine

DECEMBER 13, 2023

Communicate what people can expect from your products or services. To access real-time data, integrate customer service platforms, such as CRM, order management, or inventory. Set up automated alerts for critical issues or trends based on real-time data. Create a system that collects feedback regularly.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

Hodusoft

AUGUST 4, 2021

A Guide to Hybrid Workforce Technology for the Future of Work. Organizations will need to come up with technology to support a hybrid workforce and effectively manage differences in a complex environment. . McKinsey Survey Hybrid Workforce. Key Features – Hybrid Workforce Solution from HoduSoft. Omnichannel

Technology 98

Technology Contact center software Interactive Voice Response Contact Center 98

DMG Consulting

APRIL 13, 2022

DMG Consulting Releases 2022 – 2023 Workforce Management for the Enterprise Report. MEDIA ALERT. What: Releases 2022 – 2023 Workforce Management for the Enterprise Report. This year’s edition of the Report is DMG Consulting’s sixteenth annual publication on the workforce management (WFM) market.

Consulting 48

Consulting Consulting Enterprise Management 48

DMG Consulting

JUNE 1, 2022

MEDIA ALERT. Intelligent virtual agents are demonstrating their ability to deliver timely, conversational, concierge-type automated self-service to customers. The future of IVAs and intelligent automation will present unprecedented opportunities to reimagine the service experience.

Self service 48

Self service Consulting Consulting Enterprise 48

CSM Magazine

JANUARY 5, 2022

David Singer, Vice President of Product Strategy for Verint , explains why contact centers will need to stay agile to support the evolving needs of customers and employees. In 2022, it will be imperative to think strategically about customer and employee engagement strategies to align the customer experience with the employee experience.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

CSM Magazine

FEBRUARY 7, 2023

Seek Out the Win-Win Opportunities There are investments that can be made that have a positive impact on CX and operational productivity. They can detect customer frustrations and then alert an agent or supervisor to call them back later in the day. So regardless of how the economy pans out, you’re covered.

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

CSM Magazine

NOVEMBER 10, 2022

Verint, The Customer Engagement Company, has conducted independent research into the banking and financial services sector. Leveraging digital-first engagement channels has a two-pronged benefit: enabling customers to self-serve at the same time it alleviates volumes for workers on the customer front lines.

Banking 52

Banking Customer Experience Finance Customer centricity 52

ChurnZero

JANUARY 25, 2024

Related resource: Setting the rules of engagement for customer success and sales teams Skillset 2: Technical proficiency The potential of AI and automation to transform CS workflows, personalize journeys, and deliver seamless experiences makes expertise in scheduling tools, CRM systems, and AI tools increasingly valuable.

Education 52

Education Upselling Consulting Consulting 52

Call Experts

JULY 1, 2021

How is your team handling absence management and absence tracking? The Workforce Institute led a study during the last season of Game of Thrones. million, acknowledged they are more inclined to stay at home, call out sick, arrive late, or be less productive in the workplace. What is absence management? The best part?

Management 52

Management Morale Scripts Surveys 52

DMG Consulting

OCTOBER 13, 2021

DMG Consulting Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. MEDIA ALERT. What: Releases 2021 – 2022 Cloud-Based Contact Center Infrastructure Product and Market Report. Strengthening demand drives surge of activity, including mergers and acquisitions.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Fonolo

JULY 18, 2019

Now and then, the airline industry’s inclination to automate everything, eradicating customer service interactions in the process, backfires. When asking about a product or service, 66% of consumers expect a response to their query on the same day, and over 40% expect a reply within the hour. Workforce Management Tips and Tricks.

Customer Service 126

Customer Service Self service Healthcare Airlines 126

REVE Chat Blog

OCTOBER 10, 2019

You can find chatbots use cases and examples across all industries and business functions such as customer service, sales, marketing or even for internal process automation. Businesses are making their way into the digital era by implementing the customer service chatbots on websites, apps, social media to help customers and drive engagement.

Chatbots 83

Chatbots Sales Personalization Customer Support 83

Netomi

APRIL 28, 2022

Empowering businesses around the globe, SaaS platforms are widely adopted for their accessibility, compatibility, and operational management – whether that is for hosting company-wide meetings and webinars (Zoom), sending and analyzing engaging email campaigns (MailChimp), or even signing legal contracts (DocuSign).

SaaS 59

SaaS Customer Experience Virtual Agent Chatbots 59

Netomi

MAY 11, 2022

This lack of a steady income means that these workers struggle to access investment accounts, loans, insurance and other financial products, which also means they are likely to face difficulties when paying for unexpected emergencies, such as costly medical treatments. For fintech companies, an opportunity awaits.

Finance 52

Finance Chatbots Banking Accountability 52

CSM Magazine

DECEMBER 5, 2017

Consumers will be engaging with companies via these voice-enabled channels and will have higher expectations on the accuracy and their capability to help answer customer service issues. Customers are just starting to use these technologies and it is still too cumbersome to have regular customer engagement through use of these technologies.

Customer Service 80

Customer Service Gamification Self service CRM 80

JustCall

JANUARY 5, 2023

Administrators can use pre-configured and customized dashboards to obtain visibility into KPIs such as customer loyalty, sales, marketing, communication channels, and product offers. Tethr’s key features include classification, search, email notifications, team collaboration, and real-time alerts. CallMiner Eureka.

Analytics 52

Analytics Coaching Call Center APIs 52

JustCall

AUGUST 7, 2023

Instead of using it as a catch-all phrase for all things automated, let’s understand the real role of AI in the enterprise and its true impact on the bottom line. Moreover, by simulating human cognition, AI has opened doors to automation, efficiency, and innovation. But First, What is AI?

Chatbots 52

Chatbots Enterprise Finance Government 52

Comm100

APRIL 27, 2020

The good news is that there are lots of ways that companies can structure their teams and set up their customer service systems to meet customer demands and properly allocate their workforce. Here are five routing rules that companies can use to take full advantage of digital omnichannel engagement: 1. Customer journey.

Automotive 59

Automotive CRM Upselling Customer centricity 59

NobelBiz

JULY 31, 2023

With the right call queuing system in place, you’ll witness improved call handling, reduced wait times, and heightened agent productivity. This indispensable process optimizes agent availability, reduces wait times, and crafts engaging on-hold experiences. As call centers evolve, so does the sophistication of queuing.

Wait times 52

Wait times Telecommunications Call Center CRM 52

Callminer

FEBRUARY 21, 2018

Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. She leads a team of highly engaged Team Leaders, Trainers, and Supervisors who share her commitment to exceptional customer service. Janeen Ansell.

call center software 210

call center software Call Center Contact Center Analytics 210

JustCall

NOVEMBER 25, 2022

is a conversation intelligence solution that speeds representative evaluation and automates call quality assurance procedures. The most beneficial aspect of this product is that it requires no commitment and is mainly used for agent call monitoring, evaluation, and coaching. An intelligent workforce platform called Observe.AI

Real estate 52

Real estate CRM Coaching Contact Center 52

SharpenCX

AUGUST 18, 2020

Not only that but, contact center leaders say the lack of an integrated agent desktop is their leading productivity challenge. When you do, productivity, morale and customer satisfaction suffer. It should drive down key metrics associated with high agent and productivity costs. Spoiler alert: your life is easier when it does.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

Not only that but, contact center leaders say the lack of an integrated agent desktop is their leading productivity challenge. When you do, productivity, morale and customer satisfaction suffer. It should drive down key metrics associated with high agent and productivity costs. Spoiler alert: your life is easier when it does.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

Stafford Communications

SEPTEMBER 10, 2019

Rather than displacing agents, call center artificial intelligence is providing an opportunity to improve the experience for call center managers, agents, and end-customers. AI-assisted automation helps improve the customer experience by reducing wait times, extending operational hours, and helping to make the process more efficient.

Call Center 61

Call Center Interactive Voice Response outsourcing Virtual Agent 61

DMG Consulting

APRIL 5, 2017

Most contact center managers agree that there is ample opportunity to improve their workforce management (WFM) solution, their WFM best practices, and most likely both. Intraday Management Must Improve. Intraday management is an area of weakness in most contact center WFM solutions.

Contact Center 48

Contact Center Service level Consulting Consulting 48

Stafford Communications

SEPTEMBER 10, 2019

Rather than displacing agents, call center artificial intelligence is providing an opportunity to improve the experience for call center managers, agents, and end-customers. AI-assisted automation helps improve the customer experience by reducing wait times, extending operational hours, and helping to make the process more efficient.

Call Center 52

Call Center Interactive Voice Response outsourcing Virtual Agent 52

delighted

DECEMBER 14, 2020

According to a 2020 customer report from the research firm Walker, customer experience has and will continue to surpass both price and product in importance for business strategizing. It’s no surprise that understanding how your customers feel about your product, brand, or service is a key asset to a successful CX strategy.

Customer Experience 63

Customer Experience Benchmark Surveys Feedback 63

Revation Systems

MARCH 2, 2022

SAN FRANCISCO–( BUSINESS WIRE )–Revation Systems (“Revation”), a leader in cloud-based engagement and communication solutions, has closed a majority investment from Invictus Growth Partners (“Invictus”). This financing positions Revation to lead CCaaS market product innovation in secure and compliant ways.

Multichannel 12

Multichannel Healthcare Finance Contact Center 12

SharpenCX

NOVEMBER 26, 2019

New research alert: The stats are in – all this talk about “happy employees, happy customers” isn’t fluff. Maintaining a satisfied workforce — particularly among customer-facing roles — should be considered a key prerequisite to delivering great customer experiences.” -– Daniel Zhao and Dr. Andrew Chamberlain for Glassdoor.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

SharpenCX

NOVEMBER 26, 2019

New research alert: The stats are in – all this talk about “happy employees, happy customers” isn’t fluff. Maintaining a satisfied workforce — particularly among customer-facing roles — should be considered a key prerequisite to delivering great customer experiences.” -– Daniel Zhao and Dr. Andrew Chamberlain for Glassdoor.

Contact Center 67

Contact Center Coaching Metrics Average Handle Time 67

CSM Practice

FEBRUARY 20, 2020

This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified. The solution to this challenge is to switch to a proactive data-driven customer success engagement model that allows for better optimization of customer success efforts. Develop the right playbooks to manage the risk.

Analytics 52

Analytics Customer centricity Metrics Accountability 52

Pointillist

SEPTEMBER 28, 2021

Today, customers have—and demand—choices when it comes to engaging with service and care centers. Current systems and workforce often limit your ability to understand customers as they move across channels. More than half of customers engage with three to five channels during each journey they take. Credit: Flore Maquin.

Contact Center 40

Contact Center Self service Metrics Analytics 40

SmartKarrot

JUNE 9, 2023

Which of these statistics is more surprising to you: An average employee is productive about just 60% of the time OR An average employee is distracted every 3 minutes at work OR 91% of employees daydream in meetings The demand for workspace productivity improvement is very real. Here’s how productivity tools change the game.

Feedback 10

Feedback Advertising Management B2B 10

SmartKarrot

MAY 17, 2023

AI can be used to automate compliance-related tasks, detect and prevent compliance violations, and provide insights into compliance risks and opportunities. Reporting: AI can generate automated reports and alerts to notify compliance teams of potential issues or compliance violations.

Analytics 10

Analytics Government Banking B2B 10

SmartKarrot

MAY 17, 2023

AI can be used to automate compliance-related tasks, detect and prevent compliance violations, and provide insights into compliance risks and opportunities. Reporting: AI can generate automated reports and alerts to notify compliance teams of potential issues or compliance violations.

Analytics 10

Analytics Government Banking B2B 10

SmartKarrot

JULY 17, 2023

Businesses require being proactive in ensuring that their customer achieves their desired result and fully realize the value of products and services for which they have made a payment. An effective Customer Success Strategy is built on the foundation of an efficient Customer Relationship Management (CRM) tool like Salesforce.

CRM 10

CRM B2B Customer centricity Metrics 10

Call Experts

NOVEMBER 12, 2020

If you’re actively engaging in workforce management practices, you should be prepared for these shifts. However, according to data tracked in 2019, about a third ( 30%) of consumers bought products online that they then picked up in-store, and 80% of spending was done in-store.

Management 98

Management Contact Center Business Process Outsourcing outsourcing 98