CSM Magazine

OCTOBER 17, 2023

Hybrid working and Artificial Intelligence (AI) are revolutionising the role of the agent worldwide but UK contact centres believe it takes more than technical training to build a highly effective team. With that in mind, how do contact centre leaders prepare their frontline teams for future success? If so, why?

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

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 10, 2023

At Disrupt 2023, Joe O’Brien of Sabio interviewed Stephen Yap, Research Director at the CCMA, on the benefits of empowering contact centre advisors to help deliver excellent CX. So fundamentally, the demand that’s going into contact centre is changing. Watch the full video here.

Average Handle Time 52

Average Handle Time Scripts Technology Management 52

CSM Magazine

JUNE 10, 2021

Fed up of negative contact centre perceptions limiting your budget, resources and potential? Nick Smith at Calabrio , discusses how you can overcome these concerns and reposition your contact centre as a “profit centre”, instead of a “cost centre”. According to a 2020 Call Centre Helper report , 23.9%

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

CSM Magazine

MARCH 8, 2024

Moments earlier, Steve Jobs, the late, great former Apple boss, re-enforced the event’s theme through his opening monologue, claiming ‘the people who are crazy enough to think they can change the world are the ones that do.” As CX professionals, we must also embrace a culture of continuous improvement.

Finance 52

Finance Banking Technology Engineering 52

Lumoa

APRIL 21, 2022

What will your answer be? That’s all very nice and as CEO that’s what you’ll be expected to say, and what you’ll want your people to hear. That’s all very nice and as CEO that’s what you’ll be expected to say, and what you’ll want your people to hear. Silly me I’m just a lowly cost centre!!! I’ve got ideas.

Customer Support 83

Customer Support Banking First call resolution Self service 83

CSM Magazine

MARCH 9, 2023

Before deciding whether to follow a public cloud, private cloud or hybrid approach, organisations first need to think about their specific business goals and what they really want to achieve with their CX. And I don’t mean just ‘do we need Feature A over Feature B?’

Cloud contact 52

Cloud contact Technology Customer Experience Management 52

CSM Magazine

MAY 17, 2021

Tom Goodmanson, CEO at Calabrio, reveals recent research results and shares ideas on how to harness the next level of strategic potential for new and existing cloud-based contact centres. . Cloud solutions make it easier to unlock the value within Voice of the Customer (VOC) and employee data. Seeing is believing.

Analytics 96

Analytics Employee engagement Surveys SaaS 96

Taylor Reach Group

AUGUST 20, 2020

When we packed up our offices to work from home in March, many thought it would only last a few months until it was safe to return to an office space. Some will allow their employees to ‘Work-From-Home’ permanently, others ‘indefinitely’ or if the employee chooses to do so. We overcame technology issues, and managed productivity.

Consulting 120

Consulting Consulting Technology Service level 120

Call Design

JULY 14, 2021

Over the past two decades, many Australian organisations have formed a large dependency on offshore contact centres mostly due to the fact that staffing costs are significantly lower than hiring staff in Australia. In this blog we look at why some contact centres are coming home and what market factors are driving the shift.

outsourcing 78

outsourcing Technology Customer Service Marketing 78

CSM Magazine

JULY 21, 2023

They are finding invaluable insights not in traditional market research, but in their contact centres, the bustling hubs of customer and colleague conversations. Contact centres have long been viewed as cost centres, dedicated to managing customer queries, complaints, and issues.

Enterprise 52

Enterprise Customer centricity Chatbots Consulting 52

CSM Magazine

NOVEMBER 3, 2022

In these uncertain economic times, how do we nurture agents to secure revenue? Recent research shows consumers believe there is a direct correlation between contact centres and brand loyalty. Magnus Geverts of Calabrio discusses what organisations can do to support their frontline staff. .

Gamification 52

Gamification Coaching Analytics Customer centricity 52

CSM Magazine

NOVEMBER 14, 2023

Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact centre will need more — not fewer — agents. The response from 400 contact centre managers around the world is clear and reflects Calabrio’s own conversations with customers. of interactions today.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

CSM Magazine

APRIL 18, 2023

As consumers tighten their belts and organisations undergo digital and workplace transformations, there has never been a better time to invest in the contact centre. In these uncertain economic times, contact centres need to find new ways to achieve more and regret less.

Coaching 52

Coaching Analytics Contact Center outsourcing 52

CSM Magazine

FEBRUARY 6, 2023

However, what can’t be argued though, is that for us in the customer service and contact centre industries with CX at heart, it’s an exciting development… Generative AI; what is it and why is it so exciting? What does this mean for CX and the contact centre?

Customer Service 52

Customer Service Technology Customer Experience 52

CSM Magazine

MARCH 16, 2023

There is an infinite amount of data in contact centres but what does it really tell us? You may be asking what Pi has to do with customer data analytics in contact centres? We do not question the integrity of this analysis or the results derived. Well, please bear with me.

Analytics 52

Analytics Coaching Finance Upselling 52

CSM Magazine

DECEMBER 20, 2021

The pandemic has only highlighted this fact, and contact centres are now confident that technology only enables people rather than replaces them. The response was overwhelmingly positive with 94% of contact centre agents believing that artificial intelligence is and will support them, and it makes their job more efficient.

Marketing 59

Marketing outsourcing Technology Self service 59

CSM Magazine

FEBRUARY 7, 2023

So, in these tough economic times, what are the best customer service strategies to provide elephant-astic experiences? As we enter this period of economic uncertainty, there is a growing concern that organisations will hunker down and focus solely on cost-cutting tactics and operational efficiency. Unleash the chatbot!

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

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. Most call center software solutions fall under one of these common types.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Spearline

JANUARY 6, 2022

Analysts predict that cloud-hosted Contact Center as a Service (CCaaS) will become the dominant adoption model, exceeding 50% in 2022. In fact, estimates indicate that 57% have already migrated their CRM systems to the cloud, or are in process of doing so today. Cloud solutions will simplify these efforts.

Call flow 122

Call flow Contact Center Benchmark contact center solutions 122

CSM Magazine

OCTOBER 12, 2022

Research from the UK Call Centre Management Association (CCMA) also indicates the telephone continues to be many people’s preference for the most sensitive and challenging types of support needs: reporting fraud (48%), warranty/repair queries (30%) and refunds (28%). Discuss with agents what they did well and isolate best practices.

Coaching 52

Coaching Upselling Analytics Customer centricity 52

CSM Magazine

JANUARY 19, 2023

Contact centres are giant candy stores full of rich, tempting data but how do you choose and where do you begin? We have a lot of different types and a plentiful supply, but they are just sitting on the shelf being ignored. We should be gorging on the feast in front of us. Our sweets are our data sources.

Coaching 52

Coaching Chatbots Analytics Customer centricity 52

CSM Magazine

MAY 17, 2023

At Disrupt 2023, Sabio interviewed Leigh Hopwood, Chief Executive Officer, CCMA, on the importance of providing contact centre advisors with the right tools to do the job. So, giving them the tools and the knowledge to be able to do that is going to be really, really critical. Watch the full video here.

Technology 52

Technology Customer Experience Management Customer Service 52

CSM Magazine

MAY 5, 2023

Doing more with what you have For many brands this will translate directly into doing more with what they have. Understand what you’ve got and how to use it To avoid this you need a thorough understanding of what you have, how you are currently using it, and what your business will need to deliver in the future.

Technology 52

Technology Customer Service B2C Consulting 52

Creative Virtual

OCTOBER 3, 2022

They support their employees and contact centre agents with the right tools. It also means using what you learn from customers to constantly improve. While technology won’t solve all the issues facing the contact centre industry, the right solutions will go a long way in alleviating some of the stress being placed on agents.

Customer Service 52

Customer Service Virtual Agent Self service Chatbots 52

CSM Magazine

NOVEMBER 18, 2021

Michelin is leveraging PCI Pal’s Agent Assist solution for PCI DSS compliant payments. Michelin was in search of a customer-centric, secure payment solution with a priority to keep drivers safe on the roads, while taking the best care of its agents within the call centre. We needed a more effective way.”.

Customer centricity 52

Customer centricity Sales Technology Customer Experience 52

CSM Magazine

SEPTEMBER 21, 2022

‘Be prepared’—the motto of generations of scouts and girl guides—is the new mission statement for successful contact centres. Yet, it took a global pandemic to drive home just how anything can happen, at any time, and we all need to be equipped to handle anything. Here are the essentials: 1. Here are the essentials: 1.

Analytics 52

Analytics Consulting Consulting Management 52

CSM Magazine

MAY 12, 2023

At Disrupt 2023 in the UK, we interviewed Seb Reeve, Business Development Director at Microsoft (Nuance), on the benefits of empowering contact centre advisors to help deliver excellent CX. We’ve talked a lot about the changes in consumer expectations given what’s going on in society.

Chatbots 52

Chatbots Technology Customer Experience Customer Service 52

CSM Magazine

APRIL 13, 2022

In a new three-part series Ross Daniels introduces Calabrio’s campaign to support improvements for people, processes and technology to enable greater wellbeing across contact centre organisations. . And these stressors are affecting everyone in the contact centre and beyond. What can be done to reverse the trend?

Analytics 59

Analytics Coaching Best practices Technology 59

C3Centricity

AUGUST 4, 2020

It is more than five years ago that Twitter was first referred to as today’s call centre. Social media usually guarantees a quick response whereas contacting customer services through the usual channels often results in nothing. Twitter is often referred to as today's call centre.

Customer Service 71

Customer Service Customer centricity Self service Personalization 71

CSM Magazine

MAY 19, 2022

Verizon and PCI Pal release joint white paper with Servadus addressing contact centre best practices in the wake of PCI DSS 4.0 The white paper, Keep Calm and Simplify – Contact centre best practices in the era of PCI DSS 4.0 , also looks at best practices and emerging technologies that will shape the payment security industry.

Best practices 52

Best practices Government SaaS Technology 52

CSM Magazine

SEPTEMBER 9, 2022

As customer experience management tops the business agenda, the spotlight falls on contact centres and agents take centre stage. i] This is welcome news for contact centres because a strategic focus on CX is the perfect opportunity to provide a stellar performance and help their organisations to shine.

Customer Service 52

Customer Service Brand ambassadors Gamification Morale 52

CSM Magazine

APRIL 25, 2023

Contact centres offer new opportunities for agents to shine, but they are not for the faint-hearted. Contact centres are an integral part of delivering customer service. What steps can organisations take to build a strong team of agents who love a challenge? Five Ways to Build Agent Confidence 1.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

CSM Magazine

MAY 12, 2021

What does it mean to be a Connected Enterprise and does it really matter? Ross Daniels at Calabrio believes it’s a great aspiration for all modern organisations and presents a unique opportunity to elevate the status of the contact centre. What do Connected Enterprise businesses have in common?

Enterprise 64

Enterprise Construction Finance Benchmark 64

CSM Magazine

MAY 25, 2023

Here they explain the importance of effective training and development for contact centre staff. We elevate our service delivery by investing in their training and development as well as pioneering in impact sourcing across Africa to invest in the future of the region and elevate our people to new career heights.”

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Education Government 52

Callminer

MARCH 9, 2020

This article describes how the process can be simplified with software and what you can do get the best scheduling solution for your organization. Thus, maintaining open accessibility for callers each day is a burden call center personnel must bear to be the best at what they do.

Best practices 182

Best practices Call Center Analytics Metrics 182

CSM Magazine

APRIL 20, 2022

In our last blog , we asked the question ‘what does wellbeing really mean?’ and came to the conclusion that the major barrier to wellbeing – stress – affects everyone in the contact centre and beyond. Today’s WEM solutions offer the perfect de-stressing tool for agents, operational supervisors and senior managers.

Technology 52

Technology Coaching Analytics Enterprise 52