CSM Magazine

AUGUST 7, 2023

Crucial Engineering is underpinning a UK-wide expansion of its aluminium and automation business with the BigChange job management system which live links field engineers to back-office support staff using a mobile app. “BigChange has given me this and more,” he continued.

Management 52

Management 2018 2013 Customer Relationship Management 52

CSM Magazine

MARCH 7, 2024

Since implementing the 6-in-1 cloud based BigChange system Jet Wash Shop has seen its team of highly trained engineers increase by 300 percent, exceed a 97 percent hit rate on customer KPIs and maintain a 5-star rating on Google. “BigChange has made the impossible possible,” commented Andy Brooke, Director of Jet Wash Shop.

Automotive 52

Automotive 2018 Customer Relationship Management 2013 52

CSM Magazine

MARCH 14, 2024

Environmental management company Green Spark is using the latest cloud and mobile technology to boost sustainable business growth. Now with 100 staff, one of the most difficult aspects of this sector is that engineers brought in from other companies have their own ideas on how to do things.

Management 52

Management E-support 2018 2013 52

UJET

JULY 2, 2020

We’re thrilled to welcome two new members to our executive leadership team, Baker Johnson as Vice President of Marketing and Dave Bullock as Vice President of Engineering. Bullock brings over 20 years of experience as a full-stack software engineer, architect, and leader to his role as Vice President of Engineering.

Leadership 72

Leadership Contact Center Marketing Customer Centricity 72

NICE inContact

OCTOBER 14, 2020

For years, marketers like myself have long espoused the benefits of cloud platforms to help businesses gain agility. Over the past 10 months, the pandemic has accelerated cloud contact center adoption, which is a win for consumers where expectations for exceptional customer experience (CX) continue to rise.

Contact Center 105

Contact Center Consumers Connections Customers 105

Strativity

MAY 10, 2023

In September 2022, Material acquired Srijan , a renowned global digital engineering firm, gaining Srijan’s long-standing relationship with Acquia as a preferred partner since 2019.

Technology 52

Technology Marketing 2022 2023 52

CSM Magazine

SEPTEMBER 21, 2023

Angloco, the manufacturer of fire fighting and rescue vehicles and equipment, is using a cloud-based job management system and mobile app to support growth. Engineers are guided through daily vehicle checks, ensuring early warning of potential defects or forthcoming deadlines such as insurance or MOT. Now everything is digital.

Management 59

Management 2018 2013 Customer Relationship Management 59

CSM Magazine

APRIL 17, 2024

He brings nearly two decades of leadership and technical skills across Enterprise Software, Cloud, Networking and Information Security to ActivTrak, with a successful track record in building and running a world-class team of Solutions Architects and Systems Engineers to support global customers and partners.

Customer Service 59

Customer Service 2024 Sports Banking 59

Currency Alliance

FEBRUARY 20, 2023

This article on the loyalty rules engine is probably the second-most important article I will ever write on loyalty marketing*. The loyalty rules engine is the module that enables the types of promotions that are familiar from every major loyalty program. Brands no longer need to be held hostage by legacy rules engines.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

Circular Edge

SEPTEMBER 8, 2023

Let NetSuite’s cloud ERP redefine the way you operate, adapt, and succeed in the competitive industry. Δ The post Business Guide: Five Signs That It’s Time for a New ERP of Food and Beverage first appeared on Circular Edge | JD Edwards | NetSuite | Oracle EPM | Oracle ERP Cloud.

Apparel 52

Apparel Telecommunications Transportation Hospitality 52

Talkdesk

APRIL 13, 2021

While our Technical Account Managers and Premium Support Engineers devote themselves to optimize the platform and provide technical leadership, a dedicated administrator measures, reports, analyzes, and optimizes contact center operations, and monitors and resolves issues before they disrupt agents, customers, or the business. “We

Contact Center 133

Contact Center Return on Investment Leadership Consulting 133

ShepHyken

SEPTEMBER 3, 2021

CX management software is an AI-driven, cloud-based platform that optimizes technical operations related to customer service. . When the CX platform is down, CX engineers need to troubleshoot the cause and devise a solution to get the platform back up online. What is a CX management platform?

Customer Experience Management 141

Customer Experience Management Management Contact Center Customer Experience 141

BirdEye

SEPTEMBER 1, 2023

Uday Ghatikar is the Field CTO of Google Cloud. Eric Boyd: The Evolution and Future of AI Eric Boyd is an engineering leader and AI expert. He leads the AI Platform team within Microsoft’s Cloud + AI division and played a key role in developing the Azure OpenAI Service.

2023 105

2023 Multi-Channel Books Events 105

CSM Magazine

NOVEMBER 14, 2023

Since implementing the cloud-based 6-in-1 solution, EB Gas has seen a 20 percent increase in the number of routine service jobs it can allocate and engineers are 30 percent more efficient capturing onsite information using mobile devices which are live-linked to the back-office system.

2018 52

2018 Customer Relationship Management 2013 2020 52

Retently

FEBRUARY 21, 2024

The information you glean from these surveys is especially valuable for cloud-based or SaaS businesses. These options should reflect the broad spectrum of your marketing efforts, including social media, search engines, word of mouth, advertising campaigns, and any other channels relevant to your business. “How Did You Hear About Us?”

Social Media 78

Social Media Advertising Events Insights 78

TechSee

JUNE 16, 2021

High levels of Visual Assistance adoption were a top priority for the telecom, so they sought a solution that could integrate smoothly into the reps’ desktops and specifically with Salesforce Service Cloud. They implemented Visual Assistance in an effort to lower their costly engineer dispatch rate and reduce machine downtime.

ROI 251

ROI Wireless Download Technology 251

BlueOcean

DECEMBER 18, 2023

And as Forrester points out, the resulting dashboards and word clouds that point to top call drivers aren’t enough either. A Quick Overview of Conversation Intelligence A small sample of customer care interactions has never really been enough to get an accurate big picture of what’s going on in your contact center.

Contact Center 177

Contact Center Average Handle Time Customer Care Technology 177

CSM Magazine

SEPTEMBER 28, 2023

Commercial and domestic fit-out company, FSE UK is reporting a six-fold expansion since implementing a cloud-based job management system and mobile app from BigChange. New jobs are recorded on the central management systems before being allocated to an appropriate engineer. “‘where are you?

Books 59

Books 2018 Customer Relationship Management 2013 59

Eptica

SEPTEMBER 24, 2021

Date: Friday, September 24, 2021 Author: Pauline Ashenden - Demand Generation Manager Why we need to think of the contact centre as a revenue engine. You might also be interested in these posts: Moving to the cloud – 5 tips for a winning strategy. Published on: September 24, 2021. Share this page on: Tweet.

2021 123

2021 Measurement Blog Article 123

CSM Magazine

JULY 10, 2023

Using the cloud-based system, Hodge Clemco has doubled the size of its mobile workforce, without having to increase its back-office support, and is close to achieving its goal of paperless working. Once accepted, jobs are scheduled and worksheets, together with supporting site and equipment histories, are issued to the engineer.

2018 52

2018 2013 Customer Relationship Management 2020 52

TechSee

JANUARY 12, 2023

This shift would be an example of edge computing , moving the AI computation from a centralized cloud closer to the edge (the end user application), which is in this case the end user’s mobile device. Our engineers have designed the VI Mobile SDK to run remarkably quickly, providing near real-time analysis and insights to the end user.

Connections 109

Connections Insights Contact Center Document 109

Eptica

OCTOBER 8, 2021

You might also be interested in these posts: Migrating call accounting to the cloud? Why we need to think of the contact centre as a revenue engine. Share this page on: Tweet. Here’s what to consider. The 4 pillars of a successful customer service strategy.

Customer Service 120

Customer Service 2021 Events Customer Service Strategies 120

CSM Magazine

JANUARY 12, 2024

The cloud-based 6-in-1 solution has replaced manual paper-based processes with automated digital workflows. The time taken for routine management tasks has also been slashed by three-quarters and engineers’ efficiency in the field boosted by 20 percent.

2018 52

2018 Customer Relationship Management 2013 2020 52

CSM Magazine

OCTOBER 5, 2023

The cloud-based software and mobile app have also helped boost operational efficiencies, improve customer service and given management real-time visibility of all work. The system also offered the most efficiencies for our business in terms of managing our engineering teams and providing real-time reporting.”

2018 59

2018 2013 Customer Relationship Management 2020 59

Eptica

OCTOBER 4, 2021

You might also be interested in these posts: Migrating call accounting to the cloud? Why we need to think of the contact centre as a revenue engine. Share this page on: Tweet. Here’s what to consider. 5 ways to make your customer service more agile and flexible.

Customer Service Strategies 120

Customer Service Strategies Customer Service 2021 Blog 120

CSM Magazine

MAY 10, 2022

Qualtrics (Nasdaq: XM), the leader and creator of the experience management category, today announced a new integration that brings Qualtrics XM Discover’s AI and machine learning capabilities into SAP Service Cloud® to help customer service teams resolve customer issues, increase resolution rate and improve customer satisfaction.

Contact Center 52

Contact Center Social Media 2022 Interaction 52

C Space

OCTOBER 5, 2021

Alan Zall joins C Space from Cloud Technology Partners (CTP), a Hewlett Packard Enterprise Company, in which he was Vice President of North America Cloud Delivery supporting Fortune 100 customers across a wide range of verticals.

Technology 98

Technology Insights 2021 Leadership 98

Oracle

MARCH 23, 2018

Cloud, On-Premise, or Hybrid? Cloud – Cloud CPQ solutions allow users to easily customize products to meet their needs, and complex coding is not required for UI customization. Hybrid – Hybrid CPQ allows you to use the cloud while still retaining some data on site.

Document 97

Document Automotive ROI Insurance 97

Circular Edge

JULY 28, 2022

Today, cloud computing enables companies to adapt to changing business models, both strategically and operationally. In the current state of the market, not all cloud providers can step up to the challenge of providing an integrated offering, and that forces companies to manage more platforms than they want.

White Paper 52

White Paper Apparel Telecommunications Transportation 52

Quadient

JULY 18, 2022

The new “Experience Partner Program” introduces a variety of changes that are primarily designed to increase the benefits to our most committed partners and enable us to take advantage of the 9% adjusted CAGR of the 1.9b$ market until 2025* (with even stronger growth expected for cloud solutions). Alban holds a B.S Customer Communications.

Communication 52

Communication 2025 2022 Social Media 52

CSM Magazine

MARCH 8, 2023

NCS uses BigChange to live-link field engineers to the back-office support team, track in real-time its nationwide fleet of service vehicles and integrate with its accountancy package for financial management.

2018 52

2018 Customer Relationship Management 2013 2020 52

Circular Edge

JULY 28, 2022

The post Optimize Warehouse Operations with WMS first appeared on Circular Edge | JD Edwards Upgrade Consulting | Oracle CX Cloud.

Apparel 52

Apparel Telecommunications Transportation Hospitality 52

CSM Magazine

APRIL 14, 2023

CDC Draincare has expanded significantly since introducing new technology from BigChange that wirelessly connects field service engineers to a centralised management system. ” CDC Draincare multi-skilled engineers are equipped with mobile devices running a BigChange app that synchronises in real-time with the office.

Wireless 52

Wireless 2018 Customer Relationship Management 2013 52

Circular Edge

JULY 29, 2022

Learn about the 5 triggers that indicate QuickBooks is failing your business and how moving to a single, integrated cloud-based system is a better solution. The post Why Fast-growing Companies are Switching to NetSuite first appeared on Circular Edge | JD Edwards Upgrade Consulting | Oracle CX Cloud. Download this white paper.

White Paper 52

White Paper Apparel Telecommunications Transportation 52

CSM Magazine

NOVEMBER 2, 2021

Providing a complete job management platform, BigChange cloud-based office software synchronises with a rugged tablets used by field operatives to provide real-time 24/7 visibility of every job nationwide. Jobs are automatically allocated based on real-time engineer availability, skills, live location and parts stock.

Competitive Advantage 52

Competitive Advantage 2018 2013 Customer Relationship Management 52

CSM Magazine

OCTOBER 25, 2022

Calabrio continues to attract top-tier talent as the cloud contact centre landscape evolves. Calabrio has made the successful shift to cloud-first operations alongside our true-cloud product, which has also spurred our growth to more than double in the last three years.

Customer Success 52

Customer Success Contact Center Sales Customer Centricity 52

CSM Magazine

OCTOBER 20, 2020

With many contact centres unable to operate effectively with a remote workforce and handle increasing contact volumes, the strategy of moving legacy technology to scalable, flexible cloud platforms and adopting voice and text chatbots has raced up the CEO agenda.

2020 52

2020 Net Promoter Score Engagement 2008 52