Call Design

FEBRUARY 11, 2021

Rapid changes to operating models and sales channels have seen many companies build out their contact centres with new staff, while others have moved some of their retail staff to phone, chat, or messaging channels. A big problem for all contact centres has been how to retain staff and reduce attrition.

Self service 103

Self service Consulting Consulting Analytics 103

CSM Magazine

JULY 19, 2023

Significant resource planning efficiencies help European customer service outsourcer release valuable time back into customer care. Calabrio , the workforce performance company, has announced that Ascensos is using Calabrio ONE to schedule 2,500 agents at 7 contact centre locations in the UK, Romania, Turkey, and South Africa.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

CSM Magazine

JUNE 17, 2022

Following a review and upgrade of its UK contact centre infrastructure, British bed manufacturer and retailer Bensons For Beds has moved to Freshdesk from Freshworks , and added to its existing PCI Pal® deployment by integrating PCI Pal Digital to enable a true omnichannel secure payment solution.

Customer Support 52

Customer Support Technology Customer Service 52

Call Design

AUGUST 9, 2021

The quality of service and efficiency of how a contact centre is run directly impacts its ability to be successful. Attempts to automate phone-based customer interactions have been around for decades. Attempts to automate phone-based customer interactions have been around for decades.

Interactive Voice Response 78

Interactive Voice Response Chatbots Coaching Virtual Agent 78

CSM Magazine

NOVEMBER 27, 2020

With home-working becoming the norm, a recent webinar, hosted by Insurance Post, asked representatives from Zurich Insurance, Tesco Underwriting, Canopius, and SAS whether they believed traditional contact centres would ever return. Can Tech Keep Customers Close While Colleagues Work Remotely? Waiting times.

Wait times 98

Wait times Chatbots Enterprise Technology 98

CSM Magazine

OCTOBER 3, 2023

(l to r) Sabio’s Joe O’Brien, Stuart Dorman and Craig Pumfrey at the House of Lords The retail sector is undergoing a seismic shift. Artificial intelligence will – and is – transforming customer experience and will help to turn shoppers into loyal brand enthusiasts. The result?

Customer Experience 59

Customer Experience outsourcing Chatbots Education 59

Infinity

FEBRUARY 23, 2022

As people adjusted to lockdowns, nesting mode took centre stage for people. increase in retail sales during the first few months of 2021. At the height of the pandemic, bricks and mortar stores closed and furniture retailers had to shift their thinking to continue serving their customers. Considering the contact centre.

Analytics 52

Analytics Upselling Sales Marketing 52

Fonolo

NOVEMBER 30, 2021

Over the last few years, the retail industry has undergone many drastic changes, and therefore, so has the world of the retail contact center. Physical retail locations have experienced mass closures while eCommerce and omni-channel shopping have exploded. Creating a Customer Service Strategy That Drives Business Growth.

Customer Service 87

Customer Service Agent burnout Contact Center First call resolution 87

Infinity

DECEMBER 16, 2021

For retailers, it’s been 18 months of upheaval and uncertainty. Reduced footfall, decreased budgets and lockdowns have done no favours for the industry, presenting retailers with some of their biggest challenges to date. Simply returning to pre-pandemic customer experience levels is no longer enough. So how can this be done?

Customer Experience 52

Customer Experience Analytics B2C First call resolution 52

CSM Magazine

AUGUST 24, 2021

Recently hundreds of thousands of people have been ‘pinged’ by the NHS COVID-19 app to alert them to isolate due to close contact with someone who has tested positive for the virus. Although not on the same scale, the US has seen some uptake of Covid-19 contact-tracing apps from companies such as Apple Inc. and Google.

Transportation 96

Transportation outsourcing Customer Service Surveys 96

ShepHyken

FEBRUARY 20, 2017

Each week I read a number of customer service articles from various online resources. 7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. Performance Marketer) There are so many customer loyalty building tactics out there. Here are my top five picks from last week.

Customer Service 212

Customer Service Finance Contact Center Personalization 212

CSM Magazine

MARCH 30, 2022

PCI Pal is now available on the Five9 CX Marketplace and can be easily integrated with the Five9 Intelligent Cloud Contact Centre. PCI Pal will be featured as an integrated partner, offering a secure payment solution to Five9’s network of more than 2,500 contact centre customers worldwide.

Cloud contact 52

Cloud contact Government SaaS Analytics 52

CSM Magazine

MAY 13, 2021

PCI Pal , the global provider of cloud-based secure payment solutions, is delighted to have supported UK-based retailer Halfords in ensuring that all customer payments processed in its contact centre are handled securely and adhere to the requirements of the Payment Card Industry Data Security Standards (PCI DSS).

Cloud contact 52

Cloud contact Government SaaS CRM 52

CSM Magazine

JANUARY 25, 2023

Despite the cost-of-living crisis, research from Statista predicted that retail sales during the holidays were expected to reach more than £82 billion in the UK, the busiest shopping period of the year when customer queries typically increase dramatically. Here are our top tips: 1. Don’t know what they are?

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

CSM Magazine

MAY 25, 2023

Here they explain the importance of effective training and development for contact centre staff. Since launching in 2006 in South Africa, CCI Global offers international outsourcing services for every stage of the customer lifecycle from sales all the way through to retention, and everything in between.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Education Government 52

CSM Magazine

MARCH 1, 2022

Automated cloud WFM solution supports hundreds of agents handling tens of thousands of voice and live chat conversations as Cazoo contact centre doubles in size. . Today Cazoo has complete oversight of its busy contact centre operations. As a result of the new set up, Cazoo has realised a series of significant benefits.

Management 59

Management Multichannel Finance Employee engagement 59

Enghouse Interactive

JULY 16, 2021

A growing number of organisations are moving their contact centre infrastructure to the cloud. Across a whole range of industries, from housing and local government to retail and financial services, they are benefiting from greater flexibility and increased cost-effectiveness. Why do I need to move to the cloud?

Government 74

Government Cloud contact outsourcing CRM 74

CSM Magazine

MAY 16, 2023

Sigma Connected, which provides customer contact services for the utilities, financial, telecommunications and retail sectors, has been accredited in this year’s list within the Best Big Company category. It’s important that we continue doing everything we can to keep our employees front and centre in all our thinking.

outsourcing 52

outsourcing Business Process Outsourcing Telecommunications Government 52

CSM Magazine

AUGUST 10, 2022

Encoded, a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres and e-commerce, has announced that The Wine Society has successfully implemented its Gateway Services, Agent Assisted and E-Commerce Payments technology to meet increased demand as orders soared during the pandemic.

Interactive Voice Response 59

Interactive Voice Response Banking Technology Customer Service 59

CSM Magazine

APRIL 26, 2022

The UK Contact Centre Decision Makers Guide (DMG) 2022 highlights the latest trends in contact centres. Reviewing this year’s report, Rob Crutchington discusses the challenges of balancing customer service with ID verification to prevent fraud and how it continues to be a concern for organisations. .

Customer Experience 52

Customer Experience Interactive Voice Response Finance Surveys 52

CSM Magazine

APRIL 14, 2021

Cloud-first workforce engagement management platform chosen to enable market-leading Digital Services company to flow workforce across contact centres, retail stores and at-home visits to be where their customers are. This self-service functionality gives staff more control of their work/life balance.

Telecommunications 52

Telecommunications Self service Employee engagement Education 52

Call Design

MAY 12, 2021

New combined company will expand its global reach in the Customer Experience technology space. This merger will combine two of the leaders in the customer experience space into a major unified force for innovation and growth,” said Patrick Dennis, President & CEO of Alvaria. “Our Westford, MA. May 10, 2021. Press@alvaria.com.

Transportation 151

Transportation Healthcare Enterprise Technology 151

CSM Magazine

JUNE 25, 2021

David Grimes, CEO and Founder of Sorted offers some key tips to retailers on how to reduce high WISMO and WISMR contact rates while at the same improving the customer experience. Online retail is booming like never before. Today, roughly 50% of customers say they would switch to a new brand after just one bad experience.

Average Handle Time 76

Average Handle Time Self service Chatbots Customer Experience 76

CSM Magazine

FEBRUARY 1, 2022

Customer Experience Software provider sees users double as it boosted its turnover to £2.3m. In 2021 EvaluAgent revealed their Smart Quality model which is a fresh approach to Contact Centre QA that blends artificial intelligence with the best bits of traditional QA. said Jamie. said Jamie. About EvaluAgent.

Analytics 52

Analytics Feedback Sales Customer Service 52

Infinity

MAY 20, 2022

The alliance will give their extensive customer base of both vehicle manufacturers and retailers the option of using Infinity’s class-leading call intelligence technology, for full end-to-end visibility on marketing campaigns, and marks the next phase in the latter’s expansion in the huge growth sector.

Automotive 96

Automotive Sales Marketing Analytics 96

CSM Magazine

MAY 19, 2021

Rob Crutchington of Encoded shares his three-point checklist for businesses as they prepare to welcome back customers with a new-found confidence to spend, spend, spend. Just as companies adjusted to the increase in online purchasing during the pandemic, now is the time to prepare as customers start to spend again with a new-found confidence.

Interactive Voice Response 59

Interactive Voice Response Banking Customer Experience Customer Service 59

CSM Magazine

FEBRUARY 23, 2021

Digital transformation acceleration drives cloud contact centre adoption of Calabrio workforce engagement management technology. In addition, Calabrio has made strategic new appointments to build its customer support network. Before joining Calabrio, Niall spent 6 years with Qlik as Industry Solutions Director.

Technology 52

Technology Cloud contact Telecommunications Analytics 52

bold360 Blog

MARCH 19, 2020

One of the biggest challenges we face is now is engaging a remote workforce with a stay-at-home customer base. Learning to serve customers. More advanced retailers are always looking to learn from customer behaviour. More advanced retailers are always looking to learn from customer behaviour.

Chatbots 52

Chatbots Coaching Banking outsourcing 52

CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . We discovered how Connected Enterprises enjoy far higher levels of workforce and customer engagement than their peers. 3 ways to turn theory into practice. Here are 3 top tips: 1.

Enterprise 52

Enterprise Multichannel Analytics Quality management 52

Callminer

AUGUST 6, 2019

The last thing you can afford is a disconnect, which will lead to frustration and a lack of communication among both employees and customers.” – Larry Alton, How to Choose the Best Call Center Software , Business.com; Twitter: @businessdotcom. Service is a big part. “As Ensure security and compliance.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

CSM Magazine

SEPTEMBER 7, 2022

The retail marketplace is only getting more competitive. The ongoing aftereffects of the pandemic, massive political disruption, and the spiraling cost of living crisis are combining to only make it more challenging to meet customers’ needs. Specifically, retailers are using chatbots to: 1.

Chatbots 52

Chatbots Marketing Customer Service Customer Experience 52

Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

CSM Magazine

JUNE 25, 2020

Results show most contact centres are embracing work changes and expect them to benefit the industry long term. Calabrio , the customer experience intelligence company, has released a study detailing how customer service organisations are evolving due to the COVID-19 pandemic.

Airlines 52

Airlines Analytics Healthcare Surveys 52

CSM Magazine

JULY 6, 2021

With just a couple of exceptions like Primark, almost every major physical retailer has an eCommerce store where its customers can also go and buy their wares. But if your customers are buying online, what is the best way to provide support to them while they’re there? Help Centres and Frequently Asked Questions.

Wait times 52

Wait times Accountability Customer Service Customer Support 52

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019. per contact to £3.18.

Customer Service 75

Customer Service Self service Best practices Metrics 75

CSM Magazine

JUNE 24, 2021

New Partnership between Synergy and Customer Service Action provides an “unrivalled end-to-end customer service proposition.”. Synergy and Customer Service Action are delighted to announce a new multi-year deal that will help shape the future of customer service.

Customer Service 52

Customer Service Automotive Customer centricity Marketing 52

Fonolo

MAY 16, 2019

Customer service is often not seen as the effective marketing tool that it is. It’s no surprise: on the surface, the two departments and their goals seem distinct from one another: Marketing is all about customer acquisition (or, attracting new customers), while customer service is all about customer retention.

Marketing 124

Marketing Customer Service Advertising Customer retention 124