CSM Magazine

MARCH 5, 2024

Business Systems Ltd , a leading provider of compliance and digital transformation solutions, has proudly announced the appointment of Mike Wardell as the company’s new Chief Executive Officer (CEO). In recent years, emerging as a leader in communication solutions that support organisations to transform their CX strategies.

Innovation 52

Innovation Banking Communication Financial 52

CSM Magazine

FEBRUARY 6, 2024

Although digital customer service solutions can be quick and efficient, they often offer generic and automated responses that are not personalised to individual customers. Enhanced efficiency The advancement of technology has provided businesses with quick and efficient solutions to communicate with their customers.

Customer Service Representative 98

Customer Service Representative Customer Service 2013 Exceptional Customer Service 98

ShepHyken

FEBRUARY 26, 2024

How does the future press release technique communicate the vision of a transformation to employees and stakeholders? What is the chief repeating officer, and how do they contribute to improving customer experience? Effective leaders communicate their vision clearly. What causes organizational transformations to fail?

Leadership 94

Leadership Books Communication Customer Service 94

ShepHyken

MARCH 10, 2023

They might worry that remote employees won’t perform to their full potential outside of an office environment or that they won’t have access to the necessary tools to provide adequate customer support. You need to be sure your team can communicate effectively and securely with customers and with one another.

Customer Service 118

Customer Service Communication Article Customers 118

COPC

MARCH 11, 2024

Should this role be fully in-office, hybrid, or remote? Have we considered current research showing that at-home employees are more satisfied than those required to go into an office? Have we explored the tools available to create a performance-driven culture for at-home employees as we do with their in-office counterparts?

Call Center 98

Call Center Contact Center Culture Engagement 98

Magellan Solutions

MARCH 19, 2024

The back office meaning often gets overshadowed amidst the buzz of customer interactions. Do you want to experience a transformation in business performance by enhancing your back-office operations? According to research by Aberdeen Group , companies that update their back office experience a 2.8x rise in employee productivity.

Financial 52

Financial Competitive Advantage Loyalty Customer Satisfaction 52

Inbenta

JUNE 14, 2023

DALLAS – [June 14, 2023] – Inbenta, a conversational AI platform designed to optimize customer experience, today announced the appointment of Adam Rivera to Chief Legal Officer. As Chief Legal Officer, Rivera will be responsible for leading Inbenta’s legal, compliance, and regulatory oversight.

2005 98

2005 2023 Government Leadership 98

Magellan Solutions

JANUARY 22, 2024

Running a small-medium enterprise today means constantly looking for outsourced business solutions to improve the business and keep up with the competition. So, by pursuing strategic outsourced business solutions, SMEs can secure the talent, technology, and operational capabilities required to level up.

Technology 52

Technology 2022 Communication Customer Relationship Management 52

ShepHyken

JANUARY 11, 2023

This comes in the form of streamlining processes, self-service customer support solutions and more. Mitel provides a sophisticated, custom communications network that helps businesses connect, collaborate and take care of customers. Whether they work from home or in the office, they must feel like they are a part of a team.

Employee Experience 128

Employee Experience Customer Experience Call Center Customer Service Training 128

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. Jim Iyoob, Chief Customer Officer at Etech Global Services. Jeff Toister, President at Toister Performance Solutions. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

COPC

OCTOBER 16, 2023

Today’s multigenerational workforce brings together unique values, communication styles, work preferences and even technology habits. Older generations often view traditional office setups as the standard way of working, valuing face-to-face interactions and a structured workday. The Five Generations in the Current U.S.

Leadership 94

Leadership Transportation Workshop Contact Center 94

BirdEye

OCTOBER 11, 2023

Customers now expect insurance companies to offer a better customer experience , tailored advice, shorter wait times, efficient internet-based solutions, and more. Accenture indicates that 71% of consumers aged 55+ would like internet claim processes to replace traditional in-office processes.

Insurance 111

Insurance Customer Experience Social Media Omnichannel 111

Playvox

OCTOBER 18, 2022

In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. The biggest drivers are regular communication, team-building activities, offering good benefits, and supporting job flexibility. We focus on regular contact and communication.” “We Leanne Y.,

Contact Center 69

Contact Center Management 2022 Transportation 69

Playvox

MAY 11, 2023

The contact centers that offer this flexibility for their workforce realized that their remote workers could have the same performance and productivity they do in an office — if they implement practices for efficient work. When you’re able to “walk the floor” in physical offices, you can observe what an employee is — and is not — doing.

Management 89

Management Contact Center Culture 2021 89

Cyara

FEBRUARY 13, 2024

Today, we’re thrilled to announce a new, industry-first solution to this challenging situation for contact centers with outbound call line identification (CLIs) serving your customers around the world. The real beauty in this solution lies in its simplicity! However, while it’s beneficial for individuals, it can be bad for business.

Contact Center 76

Contact Center Insurance Healthcare Travel 76

Playvox

AUGUST 30, 2022

Our 2022 research study of contact center agents and managers revealed a big conflict between these groups: Despite most agents’ appetite for remote work, almost half of contact centers plan to bring employees back to the office this year. I never want to go back to an office,” she adds. Lindsey J., ENJOYING THIS ARTICLE?

Contact Center 84

Contact Center Transportation Events Management 84

Magellan Solutions

JULY 24, 2023

Remote work refers to working outside of a traditional office setting. Some of the benefits are listed below: Reduced costs Increased flexibility and scalability Access to specialized skills Focus on core duties Enhanced customer service Overcoming potential communication, data security, and team management difficulties is crucial.

Communication 96

Communication Measurement Technology Culture 96

CSM Magazine

JULY 12, 2023

This platform has been specially developed and selected by Davies, with the customer at the forefront of the solution. The wider digital transformation project will also see Davies unify its digital communication capability as the firm embarks on the next stage of its growth trajectory across the U.S. and Europe.

Multi-Channel 52

Multi-Channel Insurance Touchpoint Technology 52

CSM Magazine

APRIL 18, 2024

Since implementing BigChange, DSSL has significantly reduced its back-office administration resource. ” DSSL customers are also noting the changes in the business with real-time sharing of information between the field and the office, and more detailed and comprehensive reporting.

Management 52

Management 2009 2018 Customer Relationship Management 52

BirdEye

SEPTEMBER 22, 2022

As a business owner, you already know communication is key to maintaining a successful operation. Whether you’re chatting with employees, customers, or vendors, it’s important to have a clear and concise communication method. Here is a list of the top benefits: Improves communication between employees.

Healthcare 98

Healthcare Communication Retail Document 98

Ecrion

JUNE 22, 2020

Combined Company Delivers Enterprise Automation Solutions to 1,300+ Organizations Globally. The combined company delivers solutions to over 1,300 organizations across 50 countries and 5 continents, including 12 customers in the Fortune 100. Customers include Fortune 100 companies as well as governments across 12 countries and U.S.

Document 90

Document 2020 Insurance Healthcare 90

Inbenta

SEPTEMBER 30, 2023

Inbenta adds new Chief Marketing Officer, Head of Experience, and Head of Product DALLAS, September 27, 2023 – Inbenta, an AI platform purpose-built to optimize customer experience, today announced the appointment of David Barnhardt to Head of Experience, Janice Diner to Chief Marketing Officer, and Robin Dindayal to Head of Product.

2005 52

2005 2023 Banking Financial 52

Magellan Solutions

JANUARY 17, 2024

Magellan Solutions offers seven effective approaches to improving company culture. We see the benefits beyond the office when we focus on fostering a positive workplace environment. Magellan Solutions can help by providing ways to improve company culture. A: It’s not about flashy offices or fat paychecks.

Culture 52

Culture Leadership Feedback Social Media 52

ShepHyken

OCTOBER 9, 2023

Conversational AI solutions can be beneficial in voice-led customer interactions. ” About: Peter Mullen is the Chief Marketing Officer of Interactions , a company specializing in intelligent virtual assistants and conversational AI. He is a seasoned marketing executive with 20 years of experience.

Contact Center 86

Contact Center Customer Satisfaction Technology Interaction 86

ShepHyken

JUNE 12, 2023

It also enhances communication internally and externally, making it easy for your team to delight your customers with less effort in less time. Whenever an update is implemented within your organization, ensure it is communicated from the frontline to the back office so that everyone can access the same information.

Communication 62

Communication E-support Customer Centricity Loyalty 62

CSM Magazine

AUGUST 30, 2023

Waterfield Tech, a leading global customer engagement solutions provider, today announced it was named Avaya North America Partner of the Year for State, Local, and Education (SLED). “Waterfield Tech plays an integral role as a trusted advisor to our shared customers’ unique cloud journeys.

Chief Customer Officer 52

Chief Customer Officer Contact Center Innovation Omnichannel 52

UJET

MARCH 17, 2020

But a strong team doesn’t need to be in the same office to ensure success. The rise of remote work has proven that employees can be as, or more, efficient in their work outside of the office. A daily one-on-one might seem like a burden, but checking in with agents will help keep an open communication line. Daily Check-Ins.

Management 121

Management Communication Contact Center Customer Satisfaction 121

Playvox

NOVEMBER 1, 2022

Remote work agreements make clear for both agents and managers what the qualifications are for working outside the office and what’s expected of those who do. If you’re not offering remote work arrangements or are planning to bring agents back to an office this year, it might be time to reconsider.

Contact Center 74

Contact Center Average Handle Time 2022 Government 74

CSM Magazine

JANUARY 31, 2023

Geoff Forsyth, Chief Information Security Officer, PCI Pal PCI Pal , the global SaaS provider of secure payment solutions for business communications, is attending the CIO Watercooler Live 2023 event in London, where Chief Information Security Officer, Geoff Forsyth, will be providing CIOs with an insight to security and compliance threats.

2023 52

2023 Events Communication Information 52

BirdEye

FEBRUARY 13, 2024

Best chiropractor marketing strategies Social media marketing for chiropractors FAQs on chiropractor marketing How can Birdeye’s AI solutions take your marketing efforts to the next level? Digital marketing allows you to reach people actively searching for solutions online. This is where Birdeye’s automated solutions come in handy.

Marketing 59

Marketing Social Media Healthcare Multi-Channel 59

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. Read Shep’s latest Forbes article: Nine Out Of 10 Companies Will Require Employees To Return To The Office Achieving success in business goes beyond offering quality products and services.

Engagement 136

Engagement Employee Experience 2009 Loyalty 136

Magellan Solutions

APRIL 16, 2024

Next, consider their communication style and project management approach. According to Fred Chua, Magellan Solutions’ CEO, a client-centric partnership is essential to ensuring loyalty. Clear communication and collaboration are key throughout this process. Be bold, ask questions, and get a feel for their vibe.

Call Center 52

Call Center Banking Communication Brands 52

ShepHyken

DECEMBER 19, 2023

For now, you can guess. Cindy, from my office, had a customer service issue. A Seamless Omni-Channel Experience – The definition of an omni-channel experience is a continuous conversation moving from one form of communication to the next. I’ll share that company’s name at the end of this article. And this part is important.

Customer Centricity 86

Customer Centricity Workshop Customer Service Training Definition 86

Quadient

MAY 20, 2022

Is it time to Evolve Your Communications to the Cloud? Quadient’s vision for the future of communications is about simplicity. As customer expectations and the demand for personal, secure, in-the-moment communications rise, a new standard has been set for all organizations. Individual events often demand immediate communication.

Communication 52

Communication Roadmap Healthcare Omnichannel 52

CSM Magazine

FEBRUARY 3, 2022

Following a competitive procurement process, LINK Mobility Europe’s leading provider of mobile messaging communications, today announces it has signed a long-term strategic partnership with Specsavers, a leader in optometry, audiology, and healthcare services.

Healthcare 52

Healthcare Government Innovation Communication 52

Team Support

JANUARY 9, 2024

Companies set up centralized offices to handle customer inquiries and issues via telephone. These early systems laid the foundation for the development of the modern CRM software, and today there are numerous CRM solutions available from various vendors. In the late 1990s, live chat support emerged as a popular communication channel.

Technology 59

Technology Call Center Social Media 2007 59

West Monroe

SEPTEMBER 17, 2023

Seventy percent of organizations are in exploration mode on Gen AI , and that fervor has prompted executives to begin investing in AI for sales solutions. We believe Gen AI has more staying power —and have been building AI solutions for clients for quite some time. or productivity suite (Microsoft, Google, etc.).

Sales 52

Sales Marketing E Commerce E-support 52