CSM Magazine

NOVEMBER 16, 2022

The new PCI Pal payment method allows contact centres to utilise open banking technology so customers can simply connect their mobile banking app through a ‘Pay by Link’ URL to make payment directly or to receive refunds instantly. We look forward to hearing the outcome of the awards in February.”.

Banking 52

Banking Innovation Hotels 2023 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.

2017 59

2017 Omnichannel Customer Satisfaction Article 59

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. Seventy percent of contact agents say they are managing more calls than they did 18 months ago thanks to a marked rise in the good old voice communication.

E Commerce 59

E Commerce Omnichannel E-support Customer Expectations 59

CSM Magazine

NOVEMBER 15, 2022

Rentokil Initial plc has embarked on a significant digital transformation project which will see the modernisation of its contact centre operations and technology infrastructure across 18 countries. “We have worked with Sabio for a number of years in the UK and so are aware of their capabilities as a global CX specialist.

Multi-Channel 52

Multi-Channel Omnichannel Touchpoint Technology 52

CSM Magazine

DECEMBER 21, 2021

Ross Daniels at Calabrio has a simple but effective checklist to humanise the customer experience using the latest tech innovations. 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.

Technology 59

Technology Average Handle Time Omnichannel Blog 59

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. It is human nature but can be disastrous in the contact centre. However, the role of the agents working in them is rapidly changing.

Contact Center 52

Contact Center Call Recording Customer Centricity Brands 52

CSM Magazine

JUNE 23, 2020

Speech recognition software is becoming a key technology in our everyday lives, with 25% of Google searches made on the Android app being made via voice searches. Innovations such as automated compliance monitoring, emotion detection and biometric security functions are able to help call centres by making existing processes more efficient.

Technology 52

Technology Banking Innovation Consulting 52

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. A shift to hybrid working has also forced brands, who hadn’t done so already, to digitally transform, increasing the speed of technology adoption. Arguably, in 2021 the industry experienced a seismic shift.

Customer Service 98

Customer Service 2016 2022 Brands 98

CSM Magazine

NOVEMBER 19, 2020

Encoded, a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres, has announced that Milk & More has successfully deployed its IVR and Agent Assisted Payment technology to boost time and cost efficiencies. For more information, visit www.milkandmore.co.uk.

E Commerce 59

E Commerce E-support Innovation Loyalty 59

CSM Magazine

APRIL 27, 2022

PCI Pal , the global provider of secure payment solutions, has today announced a mutual partnership with leading Contact Centre as a Service (CCaaS) solutions provider, Odigo. For more information regarding PCI Pal, visit www.pcipal.com , call +44 207 030 3770 to arrange a demonstration or follow PCI Pal on LinkedIn: [link].

Omnichannel 52

Omnichannel Government Connections Innovation 52

CSM Magazine

APRIL 26, 2022

The UK Contact Centre Decision Makers Guide (DMG) 2022 highlights the latest trends in contact centres. One of the notable findings cited in this year’s ContactBabel DMG report is that the average cost of an inbound call is £5.42 A large part of the cost of a call for organisations is caller authentication.

E Commerce 52

E Commerce Customer Experience E-support 2022 52

CSM Magazine

JUNE 16, 2022

Blend new technologies with tried and tested favourites to refresh your contact centre. Until recently, the majority of UK contact centres worked in a traditional, centralised model, with fewer than 4% of agents working remotely at home on a permanent basis, according to a report from analyst ContactBabel.

Connections 52

Connections Download Financial Insights 52

CSM Magazine

NOVEMBER 2, 2022

PCI Pal , the global SaaS provider of secure payment solutions for business communications, has implemented PCI Pal Agent Assist into Air Europa ‘s global contact centres. This upgrade demonstrates that we look ahead at innovation and always with the customer experience at the heart of everything we do.”

Airlines 52

Airlines Innovation Feedback Information 52

CSM Magazine

SEPTEMBER 22, 2022

The new digitally-native payment product, powered by open banking technology, offers consumers the choice to instantly Pay By Bank, authorising payments via their mobile banking app or online banking portal. Pay by Bank from PCI Pal allows merchants to achieve the true benefits of open banking technology within their contact centre.

Banking 52

Banking 2030 Omnichannel Consumers 52

CSM Magazine

JUNE 7, 2022

As contact centres embrace the world of remote and hybrid working, Rob Crutchington, Managing Director of Encoded, discusses how the cloud, open banking and the latest SCA regulations help protect the customer, agents and merchants when taking payments. Having agents working from home can present security issues for contact centres.

E Commerce 52

E Commerce Banking E-support Financial 52

CSM Magazine

SEPTEMBER 29, 2022

Infinity , the global call intelligence and speech analytics platform, can today reveal that it has seen significant spikes in call volumes to utilities providers using its platform relating to energy price cap increases. Infinity’s call data shows that there was a week-on-week increase of 50.1%

Average Handle Time 52

Average Handle Time 2011 Telecommunications Automotive 52

CSM Magazine

DECEMBER 20, 2021

Throughout my career I’ve been fortunate to build and use some fantastically innovative technology, but I cannot get away from the fact that technology is only as good as the people using it. And the people using it are more important to any organisation than technology in isolation.

Marketing 59

Marketing Technology Omnichannel Presentation 59

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. Forecasting contact volumes and planning the contact centre’s response has been much trickier than it ever has been before, but help is at hand. Here are the essentials: 1.

Consulting 52

Consulting Customer Satisfaction Innovation Customer Expectations 52

CSM Magazine

OCTOBER 6, 2021

Analytics competition winners were selected from a field of customer applicants and will share $100,000 in prize money to use in their contact centers. The contact centre team partnered with the marketing function on the common goal of providing financial counseling to the area’s underserved citizens.

Net Promoter Score 52

Net Promoter Score Financial Average Handle Time Connections 52

CSM Magazine

FEBRUARY 23, 2021

Digital transformation acceleration drives cloud contact centre adoption of Calabrio workforce engagement management technology. Modern businesses and contact centres using Calabrio are able to provide exceptional service to their customers through disrupted times.

Technology 52

Technology Telecommunications Call Recording Insurance 52

CSM Magazine

APRIL 22, 2021

Delivering a great customer experience (CX) is the ultimate aim of contact centres but how do organisations stand out from the crowd? CX is the most important aim of contact centres today and many professionals in the industry believe the customer service experience will impact brand loyalty even more than before the pandemic.

2021 52

2021 Social Media Download Technology 52

CSM Magazine

OCTOBER 6, 2020

The three-week engagement included the deployment of a remote outbound contact centre for agents working from home in just two weeks using Amazon Connect. Like many customer-facing organisations, SEW was experiencing increasing volumes of customer queries just as social distancing rules required contact centre agents to work remotely.

Connections 52

Connections 2008 Consulting Innovation 52

CSM Magazine

MAY 19, 2020

New AI-powered Agent Assist helps to manage contacts from existing and potential students during busy enrolment periods. Since adopting the Puzzel solution, the group has improved the experience for customers, agents and approximately 28,500 students, dramatically reducing call abandonment rates by 68% in one academic year alone.

Brands 52

Brands Social Media 2017 Contact Center 52

Lumoa

JUNE 23, 2021

In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.

Contact Center 83

Contact Center Omnichannel Social Media 2025 83

CSM Magazine

MAY 16, 2023

Sabio – the digital customer experience (CX) transformation specialist which has offices in London, Bristol, Manchester and Glasgow – unveiled its new Interaction Analytics Proof of Value (PoV) offering today which combines advanced analytics technology with its expert consultancy services.

Interaction 52

Interaction Webinar Consulting Financial 52

Avaya

OCTOBER 7, 2016

The evolving demands of digital-savvy customers have a deep impact on the contact center. While these channels provide customers with the information they need, the contact center remains a predominant channel for customers to seek support when they truly need something done.

Contact Center 81

Contact Center Customer Experience Omnichannel 2016 81

CSM Magazine

FEBRUARY 8, 2022

The inaugural CX Awards is a global awards event that celebrates Customer Experience within the contact centre industry, which aims to recognise exceptional talent, organisations and technology that support the overall customer experience.

2022 52

2022 Events Innovation Customer Base 52

CSM Magazine

OCTOBER 14, 2021

Europa Contact Centre , the multi-channel outsource contact centre is set to expand its workforce by 25 per cent as part of its overarching growth strategy. These include team leaders, business development managers, trainers, and call centre agent positions.

Multi-Channel 52

Multi-Channel E Commerce Entertainment 2021 52

ViiBE Blog

FEBRUARY 18, 2020

Customers rank speed, convenience, and friendliness over 70% when measuring their level of importance in interactions with customer support and call centres. This genuine connection is fostered by a strong customer-centred culture. Integrate human-centered innovations. Contact us! Empower your employees.

Exceptional Customer Service 52

Exceptional Customer Service Loyalty 2017 Employee Experience 52

CSM Magazine

JUNE 29, 2022

As a result of the partnership, level 1 merchants that handle more than six million payment card processes a year through Teleperformance can now access PCI Pal’s award-winning payment security solutions for voice, chat, social, email and contact centre interactions.

Automotive 52

Automotive Government Social Media Healthcare 52

CSM Magazine

MARCH 30, 2022

60% of UK household water and energy customers prefer not to call customer service if they can use online tools to solve their problems, according to Macro 4 research. And 60 per cent would now prefer not to call a live customer service person at all if they can solve their issues themselves using online resources.

Customer Service 59

Customer Service Wireless Government Transportation 59

Cyara

JULY 9, 2019

The contact center has become the inflection point for digital transformation in the enterprise. Companies must now compete by delivering innovative, flawless customer experiences. To accomplish this, the vast majority of enterprises are moving their contact centers to the cloud. Joe Eisner. Organization: AWS. LinkedIn: jeisner.

2019 52

2019 Contact Center Average Handle Time Competitive Advantage 52

CSM Magazine

SEPTEMBER 9, 2021

Now in its ninth year, the Payments Awards celebrate companies that have demonstrated excellence in the payments space, while the Credit & Collections Technology Awards recognise innovation in the UK credit and collections industry. About PCI Pal.

Hotels 52

Hotels 2021 Government Technology 52

CSM Magazine

AUGUST 5, 2020

Can Artificial Intelligence (AI) really deflect calls away from the contact centre? Research suggests that the majority of calls coming into local government contact centres are about revenues and benefits, waste and recycling, planning and highways. Henry Jinman of EBI.AI AI to the rescue in 7 ways.

Government 52

Government Automotive Transportation ROI 52

Magellan Solutions

MAY 14, 2021

Amidst the pandemic, entrepreneurs are looking to ditch their traditional call center partner. Moving ahead post-pandemic, there will be a large number of companies that will employ a contact center company to keep up with production. Why are companies not impressed with Traditional Contact Center Companies anymore?

Call Center 52

Call Center Contact Center Omnichannel Technology 52

CSM Magazine

APRIL 14, 2021

Former Deko and Lebara Money CTO will spearhead technology strategy and innovation. PCI Pal , the global cloud provider of secure payment solutions for business communications, today announced the appointment of Mufti Monim as Chief Technology Officer to direct the strategic technical vision for the company. About PCI Pal.

Leadership 52

Leadership Government Innovation Technology 52

Magellan Solutions

JULY 20, 2021

Did you know that Philippines Call Center Outsourcing can increase your company’s value by threefold? Businesses are told time and time again that they will call center outsourcing Philippines is highly advantageous. Can contact center services Philippines triple your business value? Inbound Calling Services.

Call Center 52

Call Center E Commerce E-support Contact Center 52