CSM Magazine

FEBRUARY 2, 2024

Benenden Health, a not-for-profit healthcare mutual, has transformed its member experience through a cloud-based digital transformation project with Sabio Group. Goals included supporting multi-channel engagement, tapping member data for personalisation, and integrating systems across the business to smooth hand-offs.

Multi-Channel 52

Multi-Channel Healthcare Hospitality Social Media 52

CSM Magazine

JANUARY 17, 2024

The Influence of Hyperscalers Will Persist Hyperscale cloud providers will continue to be a significant force in the contact centre industry, particularly in the realm of data. In 2024, there will be a continued focus on structuring and extracting valuable insights from the ever-expanding pool of unstructured data.

2024 52

2024 Insights Exceptional Customer Service 2023 52

Blueshift

NOVEMBER 30, 2023

I’m thrilled to announce that Blueshift has achieved the Amazon Web Services (AWS) Advertising and Marketing Technology Competency in the category of Digital Customer Experience!

Advertising 64

Advertising Technology Marketing Customer Engagement 64

CSM Magazine

SEPTEMBER 8, 2023

Hugely exciting news concerning the closer integration between Genesys and Salesforce; a move that automatically strengthens Sabio’s position as Europe’s leading Digital Experience Transformation Services partner. In line with that, we’ve been strengthening our expertise in Genesys and Salesforce technologies.

White Paper 52

White Paper Leadership Multi-Channel 2021 52

BirdEye

NOVEMBER 15, 2023

This blog summarizes a discussion between Dave Lehman, COO of Birdeye, Uday Ghatikar, Field CTO of Google Cloud, and Kiran Bellare, Head of Product Management for AI at Google Cloud, on how businesses can leverage Google to stay relevant in a competitive market. He is deeply involved in all things generative AI and data.

Document 111

Document Brands Technology Consumers 111

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center 2027 Customer Satisfaction 105

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers.

Contact Center 83

Contact Center Omnichannel Social Media 2025 83

CSM Magazine

AUGUST 30, 2022

Despite the rush to digital, voice remains the most-used service channel – particularly for complex issues. In this situation there is a real challenge for CX teams and advisors when to deliver great service without having immediate access to the full customer context.

Average Handle Time 98

Average Handle Time Omnichannel Customer Journey Innovation 98

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 52

Contact Center Call Center 2027 Customer Satisfaction 52

Beyond Philosophy

AUGUST 25, 2022

For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences. Triant explains that UJet is a pioneer in the next generation of cloud contact center applications, typically called cloud contact center as a service.

Contact Center 147

Contact Center Hotels Social Media Interaction 147

CSM Magazine

FEBRUARY 6, 2024

In the high-stakes world of sports and entertainment, the right technology can turn game day into an unforgettable experience. Oracle’s integrated applications break down data silos, allowing finance and operational teams to collaborate like never before. This responsiveness is critical for maintaining operational excellence.

Entertainment 52

Entertainment Sports Financial Events 52

Magellan Solutions

APRIL 17, 2024

Are you tired of wasting countless hours entering data into your CRM system? Did you know that sales representatives spend 65% of their time on administrative tasks such as repetitive data entry, leaving only 35% dedicated to actual selling activities ? The longer it takes to enter data, the longer it takes to follow up with leads.

Sales 52

Sales Customer Relationships Social Media Call Center 52

CSM Magazine

JANUARY 11, 2022

Contact centres have been investing in sophisticated, omnichannel technologies for well over a decade. The shift to the cloud has also been happening over time and accelerated significantly in early 2020. Cloud-smart contact centres are leading the way. Cloud-smart contact centres are leading the way.

Omnichannel 75

Omnichannel Return on Investment 2020 Technology 75

CSM Magazine

JUNE 14, 2022

As Calabrio deploys its true cloud Workforce Optimisation (WFO) offering via AWS in South Africa, Olle Düring at Calabrio outlines five reasons why this latest news matters to customers in the region. . This will allow our customers in the region to provide superior customer service and reduce costs, quickly and with ease.

Banking 59

Banking 2021 Roadmap 2022 59

Magellan Solutions

DECEMBER 12, 2023

Imagine this: You’ve availed yourself of a product or a service but still have a lot of questions in mind. They may order through an app or a website but choose SMS or live chat to get order updates and contact customer service. Collect and Analyze Customer Data Start off by understanding your target market. Frustrated, right?

Customer Experience 52

Customer Experience Social Media Omnichannel Customer Relationship Management 52

Talkdesk

SEPTEMBER 4, 2020

Integrating with the next wave of banking technology. Companies are either born on the cloud or have to be re-born on the cloud.” — Sheila McGee-Smith, president and principal analyst, McGee-Smith Analytics. Omnichannel banking: Customer expectations towards digital service are growing fast.

Banking 114

Banking Contact Center Omnichannel Financial 114

Comm100

OCTOBER 17, 2023

Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. What is customer service automation software?

Customer Service 73

Customer Service Multi-Channel Omnichannel Social Media 73

CSM Magazine

JANUARY 8, 2024

This attack took down their on-premise contact centre, resulting in them having no access to critical customer data and communications. And we had a plan… Within hours of that distress call, our team spun up a 100-seat cloud-based contact centre solution ready to support multiple European countries powered by the Twilio Flex platform.

Healthcare 52

Healthcare 2023 Multi-Channel Customer Journey 52

Oracle

NOVEMBER 20, 2020

Thanks to advanced digital technologies, companies now find themselves in a position to truly transform the contact center customer service experience. Here are five areas in particular in which technology is already transforming how work gets done. Advances in AI technology continue to gather pace. Unified communication.

Contact Center 97

Contact Center Technology Customer Service Omnichannel 97

BirdEye

SEPTEMBER 14, 2023

Rapid development in AI technology gives small businesses all kinds of solutions that can improve operations in a big way. AI is the technology that creates algorithms that adapt to humans way of working. Uday Ghatikar, Field CTO, Google Cloud, Keynote Speaker at Birdeye View. Or it can assemble marketing data and reporting.

Financial 111

Financial Social Media Consumers Insights 111

CSM Magazine

APRIL 17, 2024

As a result, leaders are proceeding cautiously when it comes to expanding company headcount, including in the area of customer service – which is often one of the most critical and outwardly visible organizations for any company. This requires lower-tier customer service professionals to be enabled and empowered to step up when needed.

Customer Service 59

Customer Service 2024 Sports Banking 59

CSM Magazine

AUGUST 29, 2023

Avaya customers can now leverage cloud-based passwordless authentication solutions for contact center agents, reducing fraud and unlocking significant efficiency gains. Journey.ai, Inc (DBA: Journey), a groundbreaking cybersecurity software business, is expanding its suite of capabilities with Avaya, a leading contact center company.

Contact Center 52

Contact Center Innovation Document Customer Centricity 52

CSM Magazine

JANUARY 27, 2023

In today’s day and age, technology is evolving at a never-before-seen rate, providing organizations with fresh and creative options – from customer relations to inventory management. Get ready to dive into the world of technological advancements in business operations and discover what innovations have been made!

Consumers 52

Consumers Technology Management E Commerce 52

BirdEye

JUNE 13, 2023

Birdeye, a leading provider of reputation management and digital customer experience solutions, has expanded its partnership with Google Cloud to deliver transformative customer experiences for its 100,000 customers using Google’s AI-driven technologies. We get a lot of questions about Birdeye’s partnership with Google.

Customer Experience 52

Customer Experience Feedback Touchpoint Customer Experience Management 52

CSM Magazine

JUNE 7, 2023

Broadband specialists, Quickline Communications, speeds up customer service and service delivery in £1m+ contract with makepositive, part of Sabio Group. The £1m-plus collaboration marks an important milestone as Quickline continues to invest in optimising its operations and delivering exceptional services to its customers.

Wireless 52

Wireless Telecommunications Customer Service 2008 52

Playvox

FEBRUARY 8, 2022

As contact centers around the world grapple with the realities of hybrid work , the Great Resignation, heightened customer expectations, and supply chain woes, many are turning to industry research and data that can provide guidance, perspective, and clarity to help them maintain and grow their CSAT and NPS scores. Enter ContactBabel.

Contact Center 83

Contact Center 2022 Download NPS 83

Ecrion

JANUARY 12, 2021

Easy Access to Documents/Services | 3. Cloud CEM Generates Leads |. Like many business operations, CEM is moving to the Cloud (and becoming more effective as a result of this shift). Read on to learn how cloud customer experience management will improve and streamline communications with the client base that matters most.

Customer Experience Management 86

Customer Experience Management CEM Customer Experience Management 86

Upstream Works

FEBRUARY 17, 2022

Digital transformation is a central technology theme for all businesses in 2022, and it’s especially important for contact centers. Expectations around customer experience (CX) are increasingly being shaped by digital technologies, and customers have generally been adopting them faster than contact centers.

Contact Center 78

Contact Center Omnichannel Social Media 2022 78

CSM Magazine

MARCH 2, 2023

While a number of innovators and early adopters have seized the initiative and embraced a rapid transformation to cloud contact centres, the reality remains that the vast majority of organisations are still trying to establish just exactly what their cloud contact centre journey might look like. That’s completely understandable.

Innovation 52

Innovation Technology Customer Journey Consumers 52

CSM Magazine

FEBRUARY 12, 2024

It also allows businesses to gather feedback, refine products or services, and enhance the customer experience. By engaging in real-time conversations, businesses can address any concerns or objections, highlight the unique value propositions of their products or services, and ultimately drive sales.

Communication 52

Communication Contact Center Omnichannel Call Center 52

CSM Magazine

OCTOBER 24, 2023

2023 ONE Award Winners Brand Guardian: Support Services Group The ‘Brand Guardian’ , safeguarding and enhancing the brand, was awarded to Support Services Group. Converter: Spark The ‘Converter’ , recognising those transitioning their contact centre to the cloud, was awarded to Spark.

Connections 52

Connections Contact Center 2023 Innovation 52

CSM Magazine

MARCH 13, 2023

Pitched as the ‘World’s First Generative AI for CRM’, Einstein GPT helps to augment and automate a series of customer functions through the integration of generative AI technology with the CRM. It’s a brilliant use case for generative AI technology.

E-support 52

E-support Innovation Technology Connections 52

Totango

MAY 17, 2022

Business-to-business customer relationship management software is a sales app that provides a central interface for handling data about your interactions with business clients. B2B sales software can include data from marketing, sales, customer service and customer success management interactions. Why Do I Need B2B CRM Software?

B2B 79

B2B 2022 Sales Customer Relationship Management 79

CSM Magazine

APRIL 25, 2023

Rob Crutchington, CEO of Encoded, discusses three other key findings and how modern technology and payment orchestration can address the issues to help contact centres reduce costs, protect card data and improve customer experience. The benefits of PayByLink include secure payment and reduced agent time on the call.

2023 52

2023 E Commerce Return on Investment ROI 52

Upstream Works

JULY 16, 2021

It’s easy for contact centers to build a business case for adopting cloud technology – reasons ranging from meeting the needs of today’s customers to finding an economical path to modernizing the contact center. Cloud Contact Center Solutions Help Organizations Remain Current with Applications.

Contact Center 78

Contact Center Innovation Call Center Omnichannel 78

Think Customers

JULY 5, 2023

With thick wildfire-smoke clouds obscuring the New York skyline outside, NICE CEO Barak Eilam shared some cloud wisdom of his own at the recent NICE Interactions conference. Meanwhile, he said, only 20% of CX organizations are on cloud native platforms.

Contact Center 52

Contact Center 2023 Omnichannel Interaction 52

ShepHyken

AUGUST 31, 2023

Enhanced customer satisfaction Stockouts, inaccurate forecasting, delays, silos, poor customer service: all of the weaknesses within your customer journey threaten to ruin experiences. Customer service teams can access updated customer information in real time to deliver first-class customer service. But don’t worry.

Customer Journey 127

Customer Journey Customer Journey Mapping Net Promoter Score E Commerce 127