CSM Magazine

SEPTEMBER 8, 2023

Tom Darnell, COO at IRIS Audio Technologies examines the impact of background noise and how the latest technology can help improve agents’ wellbeing. But what is too often overlooked is the impact these interactions and frustrations are having on agents’ mental health and productivity.

Average Handle Time 59

Average Handle Time Outbound sales Morale Wait times 59

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. This type of automation allows agents to make better use of their time. This has shown that humans and virtual agents can operate as co-workers helping to make the agents’ job more interesting.

Interactive Voice Response 78

Interactive Voice Response Chatbots Coaching Virtual Agent 78

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. With many potential combinations, picking the right call center tool software is no easy feat.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Creative Virtual

JULY 27, 2022

Contact centres and contact centre agents are under immense pressure, dealing with increased contact volumes, rising customer frustration, and agent attrition. This survey, conducted by Censuswide, found: 68% of contact centres report rising chat and call volumes.

Self service 52

Self service Chatbots Virtual Agent Surveys 52

Creative Virtual

APRIL 30, 2020

Making a call to a customer service contact centre can be a frustrating and time-consuming experience on a regular day. Many organisations are struggling with an overwhelming increase in calls and the closure of call centres. By Mandy Reed, Global Head of Marketing.

Virtual Agent 78

Virtual Agent Self service Customer Experience Government 78

Spearline

NOVEMBER 9, 2021

Caller ID in the contact centre If calls go straight to your center, or if your agents contact customers across international networks, accurate presentation of CLI (calling line identification) is essential. What happens when your customer calls you, but there is no call-back number?

Telecommunications 98

Telecommunications Telemarketing CRM Call flow 98

JustCall

OCTOBER 19, 2023

This is pivotal in building trust and enabling your customers to contact your support teams easily. Only 19% of Americans will receive a call from an unknown number, which is even lower if the number is not from within the US (i.e., +1). With the expansion to new geographies comes the need for streamlined communication.

Contact Center 52

Contact Center voip First call resolution Benchmark 52

Connect

FEBRUARY 3, 2022

Utilising virtual agents in contact centres isn’t exactly a novel concept, but trends towards newer and more intelligent systems have been improving the customer service landscape. Resourcing and retaining contact centre employees has become especially challenging.

Virtual Agent 52

Virtual Agent Chatbots Surveys Technology 52

CSM Magazine

MARCH 16, 2022

PCI Pal , the global provider of cloud-based secure payment solutions – has supported restaurant group Fridays UK with the implementation of its PCI Pal Agent Assist solution, to ensure full PCI compliance when handling customers’ telephone-based card payments. It’s been a really good experience.”

Government 52

Government SaaS Technology Management 52

Creative Virtual

JANUARY 13, 2022

For years automated self-service tools like chatbots and virtual agents have been criticised as being a cold and impersonal way of supporting customers. Many companies have found their virtual agent solutions to be a lifesaver for both their customers and their business over that time.

Virtual Agent 52

Virtual Agent Self service Chatbots Accountability 52

Creative Virtual

APRIL 27, 2021

The report evaluates 19 conversational AI vendors against a set of market-driven criteria and places Creative Virtual firmly in the Leader category within the quadrant. During the first part of the discussion, Mrinal shared why ISG identified Creative Virtual as an industry leader in their report. You can watch Part 1 here.

Virtual Agent 52

Virtual Agent APIs Chatbots Self service 52

Creative Virtual

APRIL 7, 2020

We took a look at some of the benefits of using AI-enhanced chatbots and virtual agents to offer customer self-service. In Part 2, let’s explore how this technology can be deployed as an Agent Assist tool to support your contact centre agents. For some, this may mean supporting agents working from home.

Self service 52

Self service Virtual Agent Chatbots Government 52

Call Design

APRIL 28, 2021

Since the beginning of 2020 and the inception of COVID-19, contact centers have had to make adjustments as to the way we work and employees’ daily lives. This shift in the workplace proved to be specifically challenging for contact centers and help desks. Agents were used to being in an office and not working virtually.

Contact Center 78

Contact Center Education Management Personalization 78

Creative Virtual

NOVEMBER 10, 2020

Like many industry events this year, the annual HKCCA (Hong Kong Customer Contact Association) Symposium went virtual on 5 November. The theme of Future Fit perfectly reflected the pressure contact centres around the world are experiencing as they tackle these current challenges and prepare for the unknown challenges of the future.

Virtual Agent 52

Virtual Agent Chatbots Best practices Technology 52

CSM Magazine

OCTOBER 5, 2021

This year Calabrio’s annual conference, focused on The Connected Workforce, is being held as a virtual event, Oct. Calabrio previously surveyed agents on the same topic in 2017. This year’s findings reveal that contact centres must prioritise agent retention and engagement or face a dangerous cycle of attrition.

Surveys 52

Surveys Education Enterprise Analytics 52

CSM Magazine

SEPTEMBER 30, 2022

26-29), after two years of virtual sessions. The event celebrated companies charting the future of agent and customer engagement using Calabrio ONE through the annual Calabrio Analytics Competition and the ONE Awards. Winner: Saves thousands of dollars by eliminating 9,000 repeat calls and cutting cost per call.

Analytics 52

Analytics Coaching Interactive Voice Response Customer centricity 52

CSM Magazine

MARCH 22, 2023

The Democratisation of AI Continues At Sabio, we’re excited about the impact that these tools could have on customer service and customer experience in the contact centre – a topic that our Chief Innovation Officer, Stuart Dorman, discussed at our recent Disrupt event. billion in venture capital investment.

Engineering 52

Engineering Chatbots CRM Customer Service 52

CSM Magazine

JUNE 1, 2021

New study points to critical importance of employee experience management to offset pressures facing call centres and agents due to COVID-19 pandemic. Over the past year, Canadian contact centres have been stretched like no other time in our history” says CSPN Partner, David Singh. Reporting Findings Webinar.

Surveys 52

Surveys SaaS Coaching Employee engagement 52

Creative Virtual

AUGUST 20, 2020

At Creative Virtual, the team has been working hard to help our customers with their challenges related to delivering quality customer and employee self-service as information and needs change quickly. By Mandy Reed, Global Head of Marketing.

Virtual Agent 52

Virtual Agent Government Chatbots Self service 52

Call Design

NOVEMBER 14, 2021

Boosting employee motivation, training effectiveness, and quality of output can all be done by an ingenious method called gamification. Gamification refers to incorporating gaming elements into the training process or other elements of a workplace to diversify and improve the agent development. Read on to discover what they are.

Gamification 78

Gamification Consulting Consulting Management 78

Creative Virtual

OCTOBER 5, 2020

This three-part blog series explores the business value of using a chatbot or virtual agent to provide easy-to-use self-service, starting with supporting customers. Also take a look at Part 2: Supporting Contact Centre Agents and Part 3: Supporting Employees.

Virtual Agent 52

Virtual Agent Customer Service Chatbots Self service 52

Creative Virtual

NOVEMBER 28, 2019

This year the Hong Kong Call Centre Association (HKCCA) has been celebrating their 20th anniversary. Every year this not-for-profit organisation holds the HKCCA Symposium and the HKCCA Award Presentation and Gala Ceremony as part of their mission of advancing the contact centre industry.

Virtual Agent 52

Virtual Agent Technology Average Handle Time Chatbots 52

Call Design

MARCH 18, 2021

Improved Communication With Remote Agents. Communication should be more frequent when your agents are working from home. Virtual Team-Building Exercises. Virtual lunches and team quizzes are great ways to connect with your team while working remotely. About Call Design.

Gamification 78

Gamification Coaching Consulting Consulting 78

Creative Virtual

OCTOBER 26, 2021

Creative Virtual proudly accepted the award for ‘Best Conversational AI Solutions Provider – London’ ! We’re coming up on eighteen years since I founded Creative Virtual, and so much has changed in the chatbot and virtual agent space since those early days. Microservices, widgetisation, and containerisation.

Virtual Agent 52

Virtual Agent Chatbots Engineering Consulting 52

Select VoiceCom Blog

JUNE 13, 2023

With these impressive numbers, call centre services in the country are embracing advanced AI-driven technologies to gain a competitive edge and offer clients the most innovative AI-enabled contact centre services. million full-time workers across 1,000+ companies.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Chatbots Best practices 52

Creative Virtual

APRIL 2, 2020

Advancements over the past several years in conversational AI technologies, including chatbots and virtual agents, have made them a go-to solution for providing cost-effective and easy-to-use support on digital channels. When talking about self-service virtual agents, the first use case that usually comes to mind is customer service.

Self service 52

Self service Virtual Agent Chatbots Government 52

Creative Virtual

JUNE 2, 2020

Fans of Stranger Things will have watched Joyce receiving her first contact with Will from the Upside Down on a near replica of The Rotary – right down to the amazing mustard yellow colour – that was hanging on her wall, too. One survey question focused on the role they saw artificial intelligence (AI) playing in their contact centre.

Virtual Agent 52

Virtual Agent Self service Surveys Chatbots 52

Creative Virtual

OCTOBER 13, 2020

At Creative Virtual, we recognised these global celebrations with a special series of blog posts written by members of our expert team and published throughout the week. On Tuesday, we published a post by Rachel Freeman in which she explores the struggles contact centres have been facing during the pandemic. Her conclusion?

Customer Service 59

Customer Service Virtual Agent Self service Chatbots 59

CX Global Media

NOVEMBER 19, 2018

Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations. Leaders want their agents to be flexible and self-motivated.

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

CSM Magazine

OCTOBER 12, 2021

Amazon Connect customers will now have access to PCI Pal’s solutions, including Agent Assist , IVR and Digital products, through an integrated offering allowing for PCI compliance and payment security across their entire omnichannel communications mix.

Government 52

Government Cloud contact Interactive Voice Response SaaS 52

CSM Magazine

FEBRUARY 11, 2021

Insights from these analytics-driven contact centres have been captured in a free to download ebook to help other businesses support different ways of working in turbulent times. The Calabrio ebook gives practical advice on: Remote agent onboarding and training. The organisation saw increased customer satisfaction.

Analytics 59

Analytics Average Handle Time Metrics Customer Experience 59

Creative Virtual

OCTOBER 4, 2021

As a member of the Creative Virtual team for over 13 years now, I find compiling this roundup makes me contemplate how much has changed in the world of customer service over that time – evolving customer expectations, new contact channels, technological advancements. By Mandy Reed, Global Head of Marketing. Happy Customer Service Week!

Customer Service 52

Customer Service Virtual Agent Chatbots Self service 52

CSM Magazine

DECEMBER 15, 2020

Certainly, at Calabrio we have seen how COVID-19 has triggered extreme opportunities and challenges for contact centres. M any team leaders have become ‘mother hens’ to their work-at-home agents, caring for their wellbeing and motivation. Are agents in the right place at the right time? However, flexibility remains key.

Management 52

Management Schedule adherence Gamification At home agents 52

Callminer

FEBRUARY 21, 2018

Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. But comparing and purchasing call center monitoring software isn’t as simple as it may seem.

call center software 210

call center software Call Center Contact Center Analytics 210

Eptica

JULY 22, 2020

Listen to your frontline staff Customer service agents and managers spend their days dealing first-hand with queries and issues from consumers. Start by asking both agents and managers these nine key questions: 1. Which channels can customers contact your business on? How is your contact centre set up?

Customer Service 71

Customer Service Self service Multichannel Best practices 71

CSM Magazine

OCTOBER 6, 2021

This year, Calabrio is focusing sessions on the Connected Workforce and for the second year in a row, C3 is being held as a virtual event. From there it celebrates those driving improvements for agent experience, using AI-driven analytics to surprise and delight customers, and creating connections with the wider enterprise.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

CSM Magazine

FEBRUARY 2, 2021

EVO Payments International GmbH, trading as BOI Payment Acceptance, provides acquirer services including payment terminals and online payment services, including payment gateway, virtual terminal and other products, which are designed to make electronic payment acceptance easier for merchants and attractive to businesses of any size.

Banking 78

Banking Interactive Voice Response Chatbots Accountability 78