CSM Magazine

JANUARY 11, 2022

Read on to discover three ways to resolve, rather than increase, complexity in contact centres. Contact centres have been investing in sophisticated, omnichannel technologies for well over a decade. Cloud-smart contact centres are leading the way. 3 smart ways to resolve complexity.

Analytics 75

Analytics Customer centricity Chatbots Technology 75

CSM Magazine

DECEMBER 14, 2021

The best customer experiences blend speed and convenience with the human touch, which is a fine balancing act for contact centres today. Ross Daniels at Calabrio shares 3 winning strategies for meeting complex customer and agent expectations. . How the CX paradox impacts agent wellbeing.

Analytics 59

Analytics Self service Technology Metrics 59

CSM Magazine

DECEMBER 21, 2021

In our last blog, we revealed how customers crave speed, convenience and emotional empathy when interacting with their favourite brands, a paradox that threatens the status quo of today’s contact centre. Contact centres can adopt technology strategies to help humanise their digital-first customer interactions.

Technology 59

Technology Analytics Average Handle Time Self service 59

Pointillist

NOVEMBER 11, 2019

As McKinsey & Company explains : The contact center. In essence, First Call Resolution is the ability to resolve customer issues on the first attempt, with no follow-up needed. According to a recent study , 60% of contact center respondents affirmed that they use FCR. Why is FCR considered so essential? The reason?

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Contact Center and CX Research and Reports. of companies. omnichannel. personalization. self-service.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

CSM Magazine

FEBRUARY 14, 2017

By combining great CRM and contact centre infrastructure together, smart things can be done to enhance the customer experience. Some versions are suited to the complexities of a business unit within a global enterprise, while others fit the simpler needs of an SME. So how do contact centres benefit from smarter CRM?

CRM 40

CRM Analytics Sales Enterprise 40