Eptica

OCTOBER 16, 2020

Optimising Contact Centres. Author: Pauline Ashenden - Demand Generation Manager Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. Guest Post: Emotive CX for Customer Interaction. 5 key trends that are impacting call recording in 2020.

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Call Recording 2020 Innovation Interaction 113

CSM Magazine

APRIL 18, 2023

As consumers tighten their belts and organisations undergo digital and workplace transformations, there has never been a better time to invest in the contact centre. These widespread challenges are also holding many organisations back from delivering an exceptional customer experience (CX).

Contact Center 52

Contact Center Call Recording Customer Expectations Customer Centricity 52

Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. Silly me I’m just a lowly cost centre!!! You have data.

Banking 83

Banking Customer Satisfaction Webinar Insights 83

Eptica

SEPTEMBER 3, 2020

Date: Thursday, September 3, 2020 Author: Jeremy Payne, Group VP of Marketing & Alliances of Enghouse Interactive Turning a crisis into an opportunity: greener and more sustainable contact centres. Research from Exony found that staff commuting to and from UK's call centres generate an annual 1.3

2020 74

2020 Interaction Marketing Consumers 74

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Megan Neale and Roger Beadle, Co-Founders of Limitless , explore future trends. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams.

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Customer Service 2016 2022 Brands 98

CSM Magazine

APRIL 13, 2022

In a new three-part series Ross Daniels introduces Calabrio’s campaign to support improvements for people, processes and technology to enable greater wellbeing across contact centre organisations. . Flexible working practices, growing customer demands and a fast-changing competitive landscape are all taking their toll.

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2017 Omnichannel Customer Satisfaction Article 59

CSM Magazine

NOVEMBER 23, 2021

New challenges emerged and contact centres learned many lessons. Dave Hoekstra at Calabrio reflects on these before offering a glimpse into 2022, helping contact centres to plan ahead. Hybrid working, The Great Resignation and Digital transformation are buzz terms that swarmed the contact centre industry in 2021.

2022 52

2022 2021 Net Promoter Score Customer Journey Mapping 52

CSM Magazine

MARCH 16, 2023

There is an infinite amount of data in contact centres but what does it really tell us? You may be asking what Pi has to do with customer data analytics in contact centres? So, why don’t we think the same when it comes to analyzing customer data? International Pi (π) Day is held every year on March 14.

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Fashion Insights Interaction Customers 52

CSM Magazine

JUNE 1, 2021

New study points to critical importance of employee experience management to offset pressures facing call centres and agents due to COVID-19 pandemic. Over the past year, Canadian contact centres have been stretched like no other time in our history” says CSPN Partner, David Singh. Another 49.7%

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Return on Investment Social Media Culture Contact Center 52

Thematic

MARCH 27, 2024

Being a utility, they usually only hear from customers when things are going wrong. It was the perform storm for a customer experience crisis! A Customer Journey Challenge In the aftermath of the storms, there was a massive influx of calls through to the support centre.  The

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Chief Customer Officer Customer Journey Feedback Insights 62

CSM Magazine

MARCH 1, 2022

Automated cloud WFM solution supports hundreds of agents handling tens of thousands of voice and live chat conversations as Cazoo contact centre doubles in size. . Today Cazoo has complete oversight of its busy contact centre operations. As a result of the new set up, Cazoo has realised a series of significant benefits.

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Management Social Media 2018 2020 59

CSM Magazine

NOVEMBER 3, 2022

Recent research shows consumers believe there is a direct correlation between contact centres and brand loyalty. In the latest State of the Contact Centre Report the vast majority of consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on customer loyalty.

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Loyalty Brands E-support Consumers 52

CSM Magazine

SEPTEMBER 21, 2022

‘Be prepared’—the motto of generations of scouts and girl guides—is the new mission statement for successful contact centres. Rising customer expectations, sporadic demand, and a new world of remote and hybrid work have wreaked havoc with agent shifts and schedules. Here are the essentials: 1.

Consulting 52

Consulting Customer Satisfaction Innovation Customer Expectations 52

Eptica

JANUARY 29, 2020

Date: Wednesday, January 29, 2020 Author: Anne-Merete Jensen - Senior Business Consultant The changing role of the customer service agent. Consumers are now able to find answers themselves through self-service, removing the need to email or call. Both trends have an enormous impact on the workload of the contact centre advisor.

Customer Service 79

Customer Service Omnichannel NPS 2020 79

CSM Magazine

APRIL 26, 2022

The UK Contact Centre Decision Makers Guide (DMG) 2022 highlights the latest trends in contact centres. Reviewing this year’s report, Rob Crutchington discusses the challenges of balancing customer service with ID verification to prevent fraud and how it continues to be a concern for organisations. .

E Commerce 52

E Commerce Customer Experience E-support 2022 52

ShepHyken

JANUARY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. How do you keep your loyal customers? How do you keep your loyal customers? This is followed by three trends from the Salesforce State of Service research and five takeaways.

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Article 2023 Customer Service Contact Center 48

CSM Magazine

JUNE 10, 2022

The customer need for support and reassurance has only increased over the last few years — a trend that’s unlikely to change. . And even as restrictions loosen, this stress remains on call centre teams who are operating with limited resources. Why are customers calling? Appointment change calls.

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Customer Engagement Engagement Customer Service Representative Customer Satisfaction 52

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Article 62

Article 2023 Customer Service Magazine 62

CSM Magazine

DECEMBER 2, 2020

In contact centres, more employees than ever before now work remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution first transformed everything. Agent wellbeing will take centre stage – as more contact centres continue homeworking into 2021.

2021 72

2021 2020 E Commerce E-support 72

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019. per contact to £3.18.

2019 75

2019 Customer Service Social Media NPS 75

CSM Magazine

FEBRUARY 24, 2022

PCI Pal , the global cloud provider of secure payment solutions for business communications, has announced the details of its second annual Payments conference focused on the future of security and customer experience. Meet The Experts. Tony Gee , Security Consultant & Speaker, Pen Test Partners.

2022 52

2022 Events Government Consulting 52

CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . We discovered how Connected Enterprises enjoy far higher levels of workforce and customer engagement than their peers. 3 ways to turn theory into practice. Here are 3 top tips: 1.

Connections 52

Connections Customer Connectedness Call Recording Omnichannel 52

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts. Our customer service research supports the theme. Here are my top five picks from last week.

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2022 Article Customer Service Magazine 67

CSM Magazine

DECEMBER 7, 2020

Striking a balance between efficiency and customer experience has been a staple of good contact center strategy. Recent global trends and changing cultural shifts are going to require contact centres to add a third critical element to succeed in a dynamically changing world: extreme digital CX agility.

Contact Center 52

Contact Center 2021 Insights Interaction 52

ShepHyken

JANUARY 8, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Predictions for 2023 by Dan Gingiss (Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts?

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2023 Article Customer Service Hotels 48

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? In this article, Magnus Geverts at Calabrio shows how to WOW customers in five easy steps and then invites you to test your knowledge in the Big CX Quiz on 5 May 2021. .

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2021 Social Media Download Technology 52

CSM Magazine

DECEMBER 6, 2022

“With customer service as a top priority for companies, and consumers open to new options, the payments landscape is primed to expand and evolve over the coming year.” AI becomes reality : Artificial intelligence will play an increasingly important role in enhancing the performance of the contact centre.

2023 52

2023 Multi-Channel Omnichannel 2024 52

CSM Magazine

FEBRUARY 11, 2021

Success depends on identifying and analysing trends then quickly developing effective solutions. Insights from these analytics-driven contact centres have been captured in a free to download ebook to help other businesses support different ways of working in turbulent times. The organisation saw increased customer satisfaction.

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Net Promoter Score Average Handle Time Download Document 59

CSM Magazine

SEPTEMBER 17, 2020

Exceptional customer service is the backbone of any good call centre. With competition high and client expectations higher than ever, it is crucial to stay ahead of the game and contact centres to use everything within their power to do so. But how exactly is this piece of software helping within call centres?

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Average Handle Time Customer Experience Exceptional Customer Service Metrics 52

CSM Magazine

JANUARY 26, 2022

PCI Pal , the global cloud provider of secure payment solutions for business communications, has today announced the details of its second annual Payments conference focused on the future of security and customer experience. A whitepaper detailing the key insights from the first annual conference can be found here. Meet The Experts.

2022 52

2022 Events Government Communication 52

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Contact Center 83

Contact Center Omnichannel Social Media 2025 83

CSM Magazine

JANUARY 28, 2021

PCI Pal , the global provider of cloud-based secure payment solutions, has today announced new details for its virtual conference on 24 th February 2021, where attendees from around the globe will engage in conversation and discover insights about the future of payment security and customer experience. About PCI Pal.

2021 52

2021 2020 Government Events 52

CSM Magazine

DECEMBER 20, 2021

The pandemic has only highlighted this fact, and contact centres are now confident that technology only enables people rather than replaces them. The response was overwhelmingly positive with 94% of contact centre agents believing that artificial intelligence is and will support them, and it makes their job more efficient.

Marketing 59

Marketing Technology Omnichannel Presentation 59

CSM Magazine

MAY 16, 2023

More businesses are recognising the value of outstanding customer service. In fact, 88% of companies now prioritise customer experience in their contact centres. Providing an outstanding customer support experience can strengthen these relationships.

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B2B 2026 Financial Customer Centricity 52

CSM Magazine

MAY 16, 2023

Sabio Group has launched a new solution aimed at fuelling an organisation’s digital transformation strategy by surfacing actionable insights from customer interactions. Our Interaction Analytics PoV is the first step in helping them do that.”

Interaction 52

Interaction Webinar Consulting Financial 52

Playvox

AUGUST 8, 2022

The trend persists. But the trend also disproportionately impacted contact centers and customer support organizations. One of the biggest challenges that contact centers have faced is that employees are demanding more from their employers. In April 2021, a record 4 million Americans quit their jobs.

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Contact Center 2022 2021 Leadership 78

CSM Magazine

OCTOBER 14, 2021

Europa Contact Centre , the multi-channel outsource contact centre is set to expand its workforce by 25 per cent as part of its overarching growth strategy. These include team leaders, business development managers, trainers, and call centre agent positions.

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Multi-Channel E Commerce Entertainment 2021 52