CSM Magazine

OCTOBER 6, 2020

This immediately reduced queue waiting times by allowing customers to opt for a prompt call back from an agent instead. We look forward to working with them again as we consider more AWS Connect capabilities including AI, ML and real-time analytics.” We’ve been so impressed with ECS.

Consulting 52

Consulting Consulting Enterprise Analytics 52

3CLogic

OCTOBER 11, 2024

3 Historical crises, such as the 2008 recession and the Coronavirus in 2019, created drastic changes in consumer behaviors. A self-service solution , such as Conversational AI, can help provide tailored issue resolution for simple or common requests, giving time back to contact center agents to focus on more complex tasks at hand.

Contact Center 52

Contact Center Personalization Revenue potential Coaching 52

Comm100

DECEMBER 22, 2016

“Although the use of brands’ mobile apps has exploded since 2008, ‘brand app fatigue’ is starting to settle in. The app shows you the number to call to reach customer service, the average wait time, and the right combination of numbers that will reach a representative. Messaging apps, by contrast, have never been hotter.

Customer Service 51

Customer Service Benchmark Multichannel Airlines 51

aircall

JANUARY 6, 2021

Hints of economic decline can lead to a national recession, such as the Great Recession that occurred after the financial crisis of 2008. Call center analytics and customer satisfaction surveys will tell you whether any clients or categories of clients aren’t getting the attention they expect.

Sales 62

Sales Banking Call Center Upselling 62

Lumoa

JUNE 14, 2023

Whether that’s because of long wait times, an unfriendly attitude from staff, or a slow resolution of their issues – customers are increasingly becoming more and more intolerant of sub-par customer service. Starbucks’ customer service strategy differs from both Amazon and Netflix but is equally noteworthy.

Customer centricity 78

Customer centricity Airlines Metrics Feedback 78

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Dan Gingiss.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Fonolo

NOVEMBER 17, 2020

Nobody escaped the long lines and endless waiting times. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. The proportion of call center seats in the cloud will reach 18% by this time, up from just 2.2% Call Center Analytics. Social Media ?

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176