CSM Magazine

JANUARY 11, 2022

Read on to discover three ways to resolve, rather than increase, complexity in contact centres. Contact centres have been investing in sophisticated, omnichannel technologies for well over a decade. Cloud-smart contact centres are leading the way. 3 smart ways to resolve complexity.

Omnichannel 75

Omnichannel Return on Investment 2020 Technology 75

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. Ross Daniels at Calabrio shares 3 winning strategies for meeting complex customer and agent expectations. . How the CX paradox impacts agent wellbeing.

E Commerce 59

E Commerce Omnichannel E-support Customer Expectations 59

CSM Magazine

DECEMBER 21, 2021

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. Contact centres can adopt technology strategies to help humanise their digital-first customer interactions.

Technology 59

Technology Average Handle Time Omnichannel Blog 59

transcosmos Information Systems

MARCH 20, 2018

Over the recent years, the focus has been on enhancing customer support in every contact point so that the overall customer experience is always a positive one. Thanks to smart bots, this is now possible. This should free up human agents from routine tasks and focus on more complex customer service solutions.

2018 76

2018 Customer Service E Commerce E-support 76

Pointillist

NOVEMBER 11, 2019

As McKinsey & Company explains : The contact center. In essence, First Call Resolution is the ability to resolve customer issues on the first attempt, with no follow-up needed. According to a recent study , 60% of contact center respondents affirmed that they use FCR. Why is FCR considered so essential? The reason?

Call Center 74

Call Center Metrics Multi-Channel Banking 74

CSM Magazine

FEBRUARY 14, 2017

By combining great CRM and contact centre infrastructure together, smart things can be done to enhance the customer experience. Some versions are suited to the complexities of a business unit within a global enterprise, while others fit the simpler needs of an SME. So how do contact centres benefit from smarter CRM?

Engagement 40

Engagement White Paper Net Promoter Score Definition 40