CSM Magazine

JUNE 10, 2021

A Saddletree Research study found that the biggest challenge for contact centres in 2022 and beyond is likely to be: “Transforming the contact centre into being a central component of the operations of the organisation.”. Then, make it clear that these contacts are not rare occurrences.

Call Recording 105

Call Recording 2020 Customer Satisfaction Insights 105

CSM Magazine

JANUARY 19, 2023

Bringing this ramble around to customer service, I feel the industry is very much like the sweet shop, but with a very slim owner. Start with the wealth of information held in call recordings and post call surveys – is it chatbot containment? Our sweets are our data sources. Is it agent availability?

Call Recording 52

Call Recording 2023 2022 Customer Centricity 52

Pointillist

OCTOBER 22, 2018

Use Artificial Intelligence to Better Understand the Customer Experience Data You’re Gathering. Customers today interact with companies in a variety of ways, leaving a massive trail of experience data in the form of call recordings, chat transcripts, comments on websites, and more. Emotion AI. “By

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40