CSM Magazine

MARCH 17, 2023

MyQualityTeam is launching an innovative new agent performance platform to UK contact centres this month, helping managers upskill agents and optimise performance. We all like to feel valued and recognised as doing a good job.

Demo 52

Demo Leadership Feedback Innovation 52

CSM Magazine

DECEMBER 6, 2022

These benefits include increased efficiency by allowing them to focus on other aspects of their business, professional customer service providers can help to improve services and the overall customer experience, and reduced costs in areas such as reservations and marketing. Focus on Core Business Operations. Multilingual Customer Service.

Hospitality 52

Hospitality Customer Service Hotels Books 52

CSM Magazine

AUGUST 24, 2021

Recently hundreds of thousands of people have been ‘pinged’ by the NHS COVID-19 app to alert them to isolate due to close contact with someone who has tested positive for the virus. Although not on the same scale, the US has seen some uptake of Covid-19 contact-tracing apps from companies such as Apple Inc. and Google.

Transportation 96

Transportation Events Hospitality 2016 96

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

ShepHyken

OCTOBER 1, 2023

Why you need an exceptional customer service strategy (and how to develop one) by Ronnie Gomez (Sprout Social) In this article, we’ll go over a step-by-step breakdown of how to develop a customer service strategy that’s both memorable and efficient. How to Manage Big Changes Well in the Contact Centre by Dr. M.

Article 65

Article Customer Service 2024 2023 65

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.

2017 59

2017 Omnichannel Customer Satisfaction Article 59

CSM Magazine

FEBRUARY 7, 2023

So, in these tough economic times, what are the best customer service strategies to provide elephant-astic experiences? So, why am I mentioning this seemingly random observation? So, in these tough economic times, what are the best strategies to provide fantastic experiences?

Customer Experience 52

Customer Experience 2007 2009 Customer Service Strategies 52

CSM Magazine

SEPTEMBER 21, 2022

As organisations continue to grapple with post-COVID uncertainty, Graeme Meikle explains why it pays to ‘be prepared’ and offers his top tips for mastering the art of capacity planning. ‘Be Be prepared’—the motto of generations of scouts and girl guides—is the new mission statement for successful contact centres.

Consulting 52

Consulting Customer Satisfaction Innovation Customer Expectations 52

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. Feedback calls.

Customer Engagement 52

Customer Engagement Engagement Customer Service Representative Customer Satisfaction 52

CSM Magazine

FEBRUARY 3, 2022

Ross Daniels at Calabrio shares his top tips for overcoming contact centre complexity to enhance customer and employee experiences. The first four are based on Clare Muscutt’s innovative human-centred model. Combined these five steps provide an integrated approach to overcoming complexity: 1. 5 ways to banish complexity.

Customer Journey Mapping 52

Customer Journey Mapping Webinar Customer Journey Employee Experience 52

Lumoa

APRIL 21, 2022

“When you change the way you look at things, the things you look at change.”   –  Dr. Silly me I’m just a lowly cost centre!!! Act 2 The Cost Centre Shuffle We know it’s hard, it’s really hard at times to see a light at the end of the tunnel. This changes the perspective and unlocks opportunities. I’ve got ideas.

Banking 83

Banking Customer Satisfaction Webinar Insights 83

CSM Magazine

APRIL 20, 2022

Here, he takes a closer look and gives 3 reasons why you can’t afford to ignore the latest advancements in technologies designed for modern workforce optimisation and engagement. and came to the conclusion that the major barrier to wellbeing – stress – affects everyone in the contact centre and beyond.

Technology 52

Technology Blog Customer Centricity Download 52

CSM Magazine

MAY 17, 2023

At Disrupt 2023, Sabio interviewed Leigh Hopwood, Chief Executive Officer, CCMA, on the importance of providing contact centre advisors with the right tools to do the job. CHANGING ROLE OF THE ADVISOR It is really interesting how we’ve seen the role of the advisor changing, you know (particularly) since COVID.

2023 52

2023 Technology Customer Journey Customer Experience 52

CSM Magazine

MAY 19, 2022

Verizon and PCI Pal release joint white paper with Servadus addressing contact centre best practices in the wake of PCI DSS 4.0 The white paper, Keep Calm and Simplify – Contact centre best practices in the era of PCI DSS 4.0 , also looks at best practices and emerging technologies that will shape the payment security industry.

White Paper 52

White Paper Government 2018 Communication 52

CSM Magazine

MAY 5, 2022

With stress levels in contact centres as a constant, Magnus Geverts at Calabrio discusses how to balance the needs of employees and the business with a fresh approach to agent self-scheduling. This has hit the contact centre industry hardest, where higher-than-ever levels of stress are driving serious agent retention issues.

Omnichannel 52

Omnichannel Call Recording Customer Satisfaction Management 52

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

Eptica

DECEMBER 11, 2019

And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive. Based on surveys with 226 UK organizations as well as interviews with 1000 consumers, this guide provides a detailed overview of the main industry trends.

2019 75

2019 Customer Service Social Media NPS 75

CSM Magazine

FEBRUARY 23, 2022

Calabrio’s unique offering addresses the greatest source of agent stress in the modern, omnichannel contact centre. Calabrio intelligent automation allows agents more freedom to create their ideal work-life balance, while contact centres can keep control of overall staffing levels.

2021 52

2021 Omnichannel Customer Satisfaction Management 52

Eptica

JUNE 16, 2020

Date: Wednesday, June 17, 2020 Author: Tom Walmsley - Business Development Manager Why you can no longer ignore the cloud for CX applications. In fact, research from Contact Babel found that 84% of UK contact centres have now moved from a centralised model to one based on home working – up from just 4% a few months earlier.

Travel 63

Travel 2020 Innovation Omnichannel 63

Eptica

JULY 22, 2020

Date: Wednesday, July 22, 2020 Author: Anne-Merete Jensen - Senior Business Consultant Why now is a great time to optimise your customer service - Part 2: Analyse your business. Author: Anne-Merete Jensen - Senior Business Consultant As we move out of nationwide lockdowns, businesses must be ready and able to meet changing customer needs.

Customer Service 71

Customer Service Social Media 2020 Consumers 71

CSM Magazine

OCTOBER 27, 2020

The new Calabrio ONE is a cloud-based WEM platform designed to meet the performance, agility and engagement demands of the modern contact centre in the new era of work and customer experience. But whatever the next challenge is, Calabrio’s goal is to provide a flexible platform that can quickly adapt to change.

Customer Engagement 52

Customer Engagement Engagement 2020 Connections 52

CSM Magazine

NOVEMBER 18, 2020

The pandemic has changed how contact centres operate. Agents working from home and changes in customer expectations are just two of the challenges that organisations face. Since the pandemic working from home and how we interact with each other has changed almost everything.

E-support 52

E-support Customer Journey Mapping Return on Investment Competitive Advantage 52

CSM Magazine

AUGUST 4, 2020

Jamie MacSween of Puzzel shares his thoughts on the consumer switch to email, and why it has become more important in contact centres, as well as how to use automated ticketing to resolve a sharp influx of customer enquiries. Coronavirus has been a catalyst for change, not least in the contact centre world.

Contact Center 52

Contact Center Communication 2019 Loyalty 52

CSM Magazine

AUGUST 6, 2020

Contact centres should look to the cloud for inspiration when supporting their home-working agents, says Magnus Geverts of Calabrio. COVID-19 has been a worldwide catalyst for change particularly around the decade-long debate on remote or home-working. Statistics reveal regional differences in contact centre dynamics.

Contact Center 52

Contact Center Omnichannel Download 2020 52

ShepHyken

JANUARY 8, 2023

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? Looking to make some positive changes, but don’t know where to start? Focus on providing excellent customer service.

2023 48

2023 Article Customer Service Hotels 48

NICE inContact

MAY 8, 2019

Companies hold contact centres accountable for delivering a critical competitive differentiator — superior customer experience. These types of advances can drive changes in behaviour that transform the impact of CX as a cost centre into a revenue generator. Why Is CX the Best Form of Promotion? It gets ugly.

2019 63

2019 Advertising Demo Customer Centricity 63

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.

Multi-Channel 52

Multi-Channel E Commerce Entertainment 2021 52

CSM Magazine

MAY 16, 2023

Sabio’s Analytics specialists then provide guidance on the unique findings and recommendations from the programme – which are used to improve customer service and shape digital transformation strategies. Our Interaction Analytics PoV is the first step in helping them do that.”

Interaction 52

Interaction Webinar Consulting Financial 52

CSM Magazine

APRIL 15, 2021

The global pandemic has changed the way we live, work and do business. When the Enterprise Research Centre surveyed 1,000 companies across the UK in 2020, the results were enlightening and somewhat heartening. What can contact centres do to capitalise on massive shifts in consumer beliefs and behaviours?

Multi-Channel 52

Multi-Channel Brands Download 2020 52

CX Accelerator

JUNE 19, 2018

But what happens when we are sitting behind a computer screen looking at call centre costs racking up from repeat callers or negative customer survey results? " – Henry Ford Empathy isn’t just about asking our customers what they want and then providing just that. Do we empathize with the experiences our customers are having?

Customer Experience 159

Customer Experience Customer Journey Airlines Customers 159

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?

Average Handle Time 52

Average Handle Time Customer Experience Exceptional Customer Service Metrics 52

Lumoa

MARCH 21, 2023

In addition, we asked the authors to share a quote and explain what made them write the book and why you should read it. Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.” Customer service is not a department.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Playvox

AUGUST 8, 2022

In spring 2021, roughly one year into the COVID-19 pandemic, an unprecedented change occurred in the workplace. 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.

Contact Center 78

Contact Center 2022 2021 Leadership 78

CSM Magazine

FEBRUARY 18, 2020

Roger Beadle, CEO at Limitless explains why agile customer service models are needed and how businesses can take advantage of the gig economy to improve their customer experience. Meanwhile, customers are becoming increasingly frustrated with the limited communication channels that are provided by the business.

Customer Service 59

Customer Service Magazine 2016 Customers 59

Eptica

JULY 2, 2020

That is why many customer-centric CEOs spend time working an occasional shift in their contact centres. Listen to what they are saying through in-depth Voice of the Customer programmes and use the insight to drive change. Why you can no longer ignore the cloud for CX applications. More about Carly Fiorina ) 3.

Customer Service 142

Customer Service Customer Centricity 2020 Innovation 142

ijgolding

JUNE 30, 2015

Now that most customers use a number of disjointed platforms to interact with companies, contact centres face the challenge of building and maintaining a consistent experience across multiple touch points and channels. Improve how operational, survey and contact data is combined. Here’s how to leverage the VOC to improve the CX.

Multi-Channel 74

Multi-Channel Customer Experience Social Media Customer Satisfaction 74

ThriveableBiz

APRIL 11, 2023

Ask yourself why you’re REALLY in business? Spending doesn’t always stop, often it just changes. If it ain’t broke, DO fix it because change is inevitable anyway, so why not control it, and take charge of your own destiny. Be observant about what is happening around you and WHY.

2023 98

2023 E Commerce Advertising Touchpoint 98