CSM Magazine

SEPTEMBER 8, 2023

In fact, recent research shows that 69% of agents reference background noise around them or customers as a key component of declining mental wellbeing. But these efforts are often minimised by poor quality headphones, incomplete call transcriptions, and clunky systems that all negatively impact mental wellbeing and productivity.

Brands 59

Brands Average Handle Time Call Recording Technology 59

Magellan Solutions

MARCH 9, 2021

Factors You Should Know About Customer Service Outsourcing. Customer service outsourcing is a strategy to improve customer retention. Top businesses succeed due to a lot of reasons and among them is good customer service. But how do we gauge that customer service plays a vital role in business?

Customer Service 52

Customer Service Call Center Customer Service Representative Average Handle Time 52

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. But how exactly will customer journey analytics work in a call center operation?

Call Center 75

Call Center Effort Score Customer Satisfaction Customer Journey 75

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. The detailed steps provided in this post will help achieve all these goals.

Call Center 40

Call Center Effort Score Customer Satisfaction Customer Journey 40