CSM Magazine

SEPTEMBER 8, 2023

Tom Darnell, COO at IRIS Audio Technologies examines the impact of background noise and how the latest technology can help improve agents’ wellbeing. Not only is this a frustrating waste of time for you (the customer), it can also heavily affect a brand’s reputation.

Brands 59

Brands Average Handle Time Call Recording Technology 59

Magellan Solutions

MARCH 9, 2021

Running a dedicated call center offshore has been proven to drive down costs. These are recruitment and training of staff, office equipment, and technology for efficient call management. . Offshore staff may lack English fluency, cultural knowledge and compatibility to provide support to your customers. . Lower Costs.

Customer Service 52

Customer Service Call Center Customer Service Representative Average Handle Time 52

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). When a single agent handles the call from start to finish, the resolution is faster and the customer satisfaction is much higher.

Call Center 75

Call Center Effort Score Customer Satisfaction Customer Journey 75

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). When a single agent handles the call from start to finish, the resolution is faster and the customer satisfaction is much higher.

Call Center 40

Call Center Effort Score Customer Satisfaction Customer Journey 40