CSM Magazine

JANUARY 3, 2025

This article delves into the top 10 AI tools that are essential for enhancing multilingual customer support in 2025, providing insights into their functionalities, benefits, and implementation strategies. Sentiment analysis helps in understanding customer emotions, while automation ensures swift handling of repetitive tasks.

Customer Support 52

Customer Support Chatbots CRM SaaS 52

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. What is Customer Experience Analytics? Some might even say that CX is more important.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Calabrio

APRIL 24, 2025

Read the full State of the Contact Center 2025 report. Benefits: Dramatically increases QA efficiency and coverage, eliminates human scoring bias, enables faster agent feedback loops, allows QA teams to focus on strategic coaching, and reduces compliance risk. Sentiment Analysis Understand the why behind customer interactions.

Contact Center 52

Contact Center Customer Experience Coaching Self service 52

Calabrio

MARCH 31, 2025

Calabrios State of the Contact Center 2025 report found, 98% of contact center leaders say theyre already using AI in some capacity. In the process, the contact center AI market is expected to nearly triple in size between 2025 and 2030 as organizations expand investments, tools and capabilities multiply, and new challenges come and go.

Contact Center 52

Contact Center Customer Service Virtual Agent Self service 52

Bill Quiseng

APRIL 18, 2021

When I say social media is bad for customer service, it is because, for retail, hospitality, healthcare, and other bricks-and-mortar customer service positions, it has created a pool of candidates who are lacking in the social skills to connect with and please customers. Regularly ask “What are you hearing?”

Customer Service 167

Customer Service Education Self service Advertising 167

Calabrio

APRIL 23, 2025

Feedback Thats Timely, Targeted, and Trackable Performance insights shouldnt wait for the monthly reportand agent feedback cant wait until quarterly reviews. But today, customer sentiment is more nuancedand so is the technology used to assess it. Are your agents empowered with the right feedback at the right time?

Contact Center 52

Contact Center Coaching Schedule adherence Agent burnout 52

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167