TechSee
JUNE 16, 2022
At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures.
Currency Alliance
JUNE 16, 2020
Many of the entrants to this years’ Loyalty Magazine Awards were as adept with data and technology as marketers in many other disciplines. As more holistic marketing initiatives, loyalty mechanics were harnessed to drive and measure engagement across channels, and across many more customer touchpoints. Fighting on multiple fronts.
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CSM Magazine
JUNE 12, 2023
Contact center fraud occurs when malicious actors deceive contact center agents or manipulate self-service channels to gain unauthorized access to sensitive information, manipulate accounts or commit other illicit activities. Implementing multi-factor authentication and strengthening password policies can help deter these attacks.
CSM Magazine
APRIL 25, 2024
Create Effective Feedback Channels Develop clear and accessible channels for customers to share their feedback. Achieving Consistency Across all Customer Touchpoints In a multi-channel world, customers might interact with your business through various platforms — from social media and your website to in-person experiences.
CSM Magazine
SEPTEMBER 14, 2023
Customers are seeking out faster, simpler transactions, more consistency across channels, and easier access to live support. By focusing on consumer loyalty, providing meaningful relationships, and aligning staffing, training, and processes with the brand’s cultural identity, customer experience leaders can elevate their business success.
CSM Magazine
FEBRUARY 8, 2022
Areas including accessibility and inclusivity, personalisation, and the importance of a collaborative, customer-centric approach are all likely to be high on our agendas as we work toward delivering the multi-channel experience our customers deserve. A customer-centric approach to collaboration. We’re not there yet, though.
CSM Magazine
JULY 28, 2023
The communication landscape has expanded beyond calls, with multi-channel options becoming the norm. Presently, it is possible to extract sentiment, positive, negative, or neutral, from various communication channels such as emails or voice calls.
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