CSM Magazine

OCTOBER 18, 2022

As a growing Software as a Service (SaaS) organisation, Calabrio has a collective focus on customer satisfaction and retention, and Orstad’s team will primarily own frontline engagement as the need to continuously support customers as a trusted ally has never been more vital. “We We know when our customers succeed, we succeed.

Customer Service 52

Customer Service E-support Contact Center 2022 52

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Contact Center 83

Contact Center Omnichannel Social Media 2025 83

Stella Connect

OCTOBER 26, 2021

Agents keep up with incoming tickets and customer queries, with little insight into their performance and even less visibility into what they need to do to develop and grow. As a result, the common story of the contact center is one of burnout and attrition. Finally (and worst of all), there’s a disconnect with customers.

Call Center 52

Call Center Management Contact Center Feedback 52

Interactions

APRIL 29, 2021

Our Intelligent Virtual Assistant for Insurance is designed to deliver empathetic customer care across every touchpoint in the policyholder journey using a blend of Conversational AI and human intelligence. According to Gartner, by 2022, 85% of customer service interactions will start with self-service, up from 48% in 2019. .

Insurance 62

Insurance Touchpoint Contact Center 2022 62

COPC

APRIL 13, 2022

Almost 50% of customers said their communication preferences have changed in the last few years. Bringing in new ways of communicating with customers is exciting; however, when contact center management and IT teams get caught up in the excitement, it can cause a misalignment between channel strategy and customer wants.

Customer Satisfaction 52

Customer Satisfaction Multi-Channel Net Promoter Score NPS 52

ViiBE Blog

JANUARY 19, 2022

ViiBE Blog Customer service challenges of remote work Anna Gorina January 19, 2022 Share this article Contents Share this article Contents Before 2020, only a few companies across the globe had remote work best practices in place where they were used to allowing team members to work from home for a certain period of time regularly.

Customer Service 52

Customer Service Net Promoter Score E-support 2021 52

Playvox

MAY 2, 2023

While it might seem like just about everything is in the cloud these days, many contact centers still haven’t taken the leap. But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. What Does Moving To The Cloud Mean?

Contact Center 52

Contact Center Omnichannel 2022 Competitive Advantage 52

Playvox

SEPTEMBER 2, 2022

Our 2022 research shows that 70% of agents say that working remotely has improved their job satisfaction, and 56% of respondents say they’d consider leaving their jobs if they couldn’t work remotely. Our survey uncovered five ways contact center managers are adapting to remote work. That’s a dangerous disconnect. Leanne Y.,

Contact Center 70

Contact Center Management 2022 Entertainment 70

NICE inContact

JUNE 11, 2019

Every business is different, and so is every customer. But when it comes to the benefits of digital customer service, these seem to go across the board. Because of the nature of online retailers, many of these companies never actually come face-to-face with their customers.

Customer Service 54

Customer Service Banking Telecommunications Retail 54

Kustomer

JUNE 27, 2022

Customer service software and its various integrated tools can position brands of any size to stand out amongst competitors in the eyes of its most important asset: customers. Let’s explore the path to optimizing your brand with our 12 best software tools for 2022. What Are the 12 Best CS Software Tools in 2022?

2022 98

2022 Customer Service E Commerce E-support 98

BlueOcean

JANUARY 20, 2022

In a world where the customer experience matters more than ever, the decision to outsource your customer care has significant impact on your brand and its reputation. In 2022, the RFP process holds even greater weight. This is especially true in the contact center world, where customer care is often a 24/7/365 program.

2022 156

2022 Contact Center Customer Care Sports 156

Magellan Solutions

FEBRUARY 13, 2022

This includes warmly welcoming customers and making them feel important throughout the interaction. Most BPOs invest in the latest contact center technologies to deliver the best service. Outsourcing your customer care will allow you to have high-quality support across several communication channels. .

Call Center 40

Call Center 2013 Document 2012 40

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. What Are Call Center Efficiency Metrics? Call center managers need metrics to successfully measure agent performance and improvements to call center operations.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Lithium

JUNE 7, 2022

“We’re excited to expand the breadth of channels our Khoros platform supports to include TikTok, so our customers can have a holistic view of their campaigns and create authentic connections across all channels.”. AI capabilities that will reduce agent stress, new channels that will enhance customer experience, and much more.

Social Media 10

Social Media Roadmap Webinar Entertainment 10

Lithium

SEPTEMBER 9, 2022

Losing and hiring frontline customer care agents can cost more than a few lost customers Can you afford to lose more? As Marketplace puts it in a July 2022 article: " Now, Pollak [Julia Pollak, chief economist at job site Zip Recruiter] said, the mood might be shifting. Don't have time to read?

Contact Center 52

Contact Center NPS Customer Care Leadership 52

Lithium

JULY 20, 2022

Losing and hiring frontline customer care agents can cost more than a few lost customers. As Marketplace puts it in a July 2022 article: " Now, Pollak [Julia Pollak, chief economist at job site Zip Recruiter] said, the mood might be shifting. Furthermore, specific contact centers are reporting up to a 100% turnover rate.

Contact Center 52

Contact Center NPS Customer Care Leadership 52

Interactions

JANUARY 6, 2022

Although 2022 seems to be ushering in similar uncertainties as 2021, we know one thing for sure. And now, the current conditions of the world have created the perfect storm for AI to continue to be a key player in CX in 2022 and beyond. . So, what is in store for AI in CX in 2022 and beyond? Mike Iacobucci, Interactions CEO.

2022 71

2022 Customer Experience White Paper Contact Center 71