CSM Magazine

MAY 12, 2022

In this workforce wellbeing management series, we’re bringing a magnifying glass to the current state of the contact centre, the rising stress levels in contact centres, and the action plan required to address them. Personal and organisational growth go hand in hand. Top executive challenges.

Competitive Advantage 59

Competitive Advantage Article Technology Definition 59

CSM Magazine

OCTOBER 6, 2021

Calabrio , the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). The competition, now in its third year, challenges companies to use the power of Calabrio Analytics to unearth new customer and employee insights.

Net Promoter Score 52

Net Promoter Score Financial Average Handle Time Connections 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

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. 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.

Contact Center 83

Contact Center Omnichannel Social Media 2025 83

COPC

MARCH 23, 2020

Contact workathome@copc.com for support in setting up your Work-At- Home operations. The COVID-19 crisis is impacting the contact centre and BPO industry all around the world. In countries such as the UK, the US, India and South Korea, call centres have already reported cases of COVID-19 among staff and have been shut down.

Consulting 52

Consulting Government Technology Telecommunications 52

Magellan Solutions

JULY 29, 2021

The coronavirus pandemic has been tough on the contact center services Philippines and on a global level. . The coronavirus pandemic has been tough on the contact center services Philippines and on a global level. . Artificial Intelligence, a threat to Filipino telemarketers ? But, is this rate of adoption for better or for worse?

Call Center 52

Call Center Social Media Omnichannel Contact Center 52

Comm100

DECEMBER 13, 2021

They need to offer the convenience of self-serve solutions, while providing personalized support and human experiences. In our digital-first world, live chat serves as the perfect solution to achieve this. Live chat improves member experience .

2022 52

2022 Banking 2021 Financial 52

CSM Magazine

DECEMBER 15, 2022

As a result, improving service levels is the top goal for 38% of contact centres in 2022. After all, they know your customers best and often notice ongoing issues before their managers. Introduce easy-to-use platforms for agents to share critical, evolving issues in real-time. 5 Ways to Improve Your VoC Programme.

2022 52

2022 Customer Journey 2019 Customers 52

Thematic

SEPTEMBER 22, 2021

Qualitative data is typically generated through: Interview transcripts Surveys with open-ended questions Contact center transcripts Texts and documents Audio and video recordings Observational notes Compared to quantitative data, which captures structured information, qualitative data is unstructured and has more depth.

Feedback 111

Feedback NPS Social Media Insights 111

SurveySparrow

MAY 4, 2023

As CloudCherry transitions toward contact centre solutions, many CX users will find that they longer have the support they are used to. In addition, SurveySparrow provides tools for contact management, reputation management, and feedback management. Customization : Advanced branding and personalization options with CSS.

2023 52

2023 Social Media NPS Multi-Channel 52

CSM Magazine

FEBRUARY 17, 2021

Magnus Geverts at Calabrio encourages organisations to re-think their cloud contact centre strategy. The pandemic has shifted the world of work and elevated the importance of agility in contact centres to meet the moment – whatever that moment may be. 3 Ways to Empower Employees With a Little Help From the Cloud.

Multi-Channel 52

Multi-Channel Presentation Webinar Technology 52

Chattermill

JUNE 3, 2019

In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. customer experience metrics. We now live in a world where customers have an infinite supply of products and services to choose from, and it’s getting harder and harder to stand out from the crowd.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

Storyminers

JULY 6, 2020

So much so, we built an AI tool to help automate the low touch, mundane tasks support teams are inundated with. We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. Thought leaders come in all shapes and sizes. This is especially true in the customer service industry.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

So much so, we built an AI tool to help automate the low touch, mundane tasks support teams are inundated with. We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. Thought leaders come in all shapes and sizes. This is especially true in the customer service industry.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Maru Group

JUNE 10, 2021

Put customer feedback at the centre of the enterprise by making it a KPI Operational metrics in isolation can sometimes look at the market and customers from the enterprise perspective. Unstructured data in Customer Experience (CX) programs needs to be analyzed and delivered at speed, essentially real-time.

Customer Experience 52

Customer Experience Metrics Feedback 2021 52

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. What are your customers actually telling you and how do you analyze this information to get to meaningful insights? Then, h ow do you use VOC data to drive change in your organization? But how do you do it well?

Voice of Customer 101

Voice of Customer Net Promoter Score ROI NPS 101