CSM Magazine

DECEMBER 23, 2024

However, for remote customer support teams, the lack of such tried-and-true workplace bonding mainstays may create a gap that is difficult to fill without becoming a bit more creative. Keeping your remote workforce engaged requires understanding how to make them feel supported. Let Your Customer Support Team Perform to the Max!

Customer Support 52

Customer Support Morale Coaching Personalization 52

Myra Golden Media

MARCH 18, 2020

30-Minute De-escalation Online Class to Help Your Employees Get Angry Customers to Back Down, Even Customers Who Want a Supervisor – with Video Teaching, Simulations, Knowledge Checks, and Practice Interactions. Thanks to the Internet and social media, customers are savvier now than ever before. (with a focus on de-escalation).

Coaching 156

Coaching Customer Support Call Center Customer Care 156

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CSM Magazine

MAY 16, 2024

Customer support team leaders are pivotal figures who bridge the gap between frontline support staff and the strategic goals of a company, ensuring customer satisfaction while driving efficiency and innovation. Communication Workshops Excellent communication skills are the bedrock of effective customer support.

Customer Support 52

Customer Support Coaching Construction CRM 52

CSM Magazine

DECEMBER 3, 2024

Whether you’re managing tickets, tracking metrics, or offering omnichannel support, these Zendesk apps are game-changers. If you’re looking for the best Zendesk apps to revolutionize your 2025 support strategy, this list has you covered. With its detailed analytics, you’ll always know where to improve.

Customer Experience 52

Customer Experience Technical Support Coaching Sales 52

CSM Magazine

MAY 6, 2025

When you place yourself in the position of the customer and try to understand things from their perspective, your responses improve, and you forge stronger connections, leading to greater loyalty. However, evidence still shows that many customer support agents struggle with showing empathy.

Customer Service 52

Customer Service First call resolution Scripts Coaching 52

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Flavio Martins is the VP of Operations and Customer Support at DigiCert INC. Flavio Martins @ WinTheCustomer.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

CX Global Media

JULY 9, 2019

About Linda Harden : Linda Harden is President of Pipeline Publishing Group and Publisher of the monthly contact center management magazine, Contact Center Pipeline. Her passion is to promote discussion, resources, events and services that impact the lives of our employees and customers. Let’s discuss.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Callminer

FEBRUARY 21, 2018

Peter Abah is the Head of Customer Support at Hotels.ng. as the head of customer support and resides Lagos, Nigeria. With the right QA process you can then make better decisions about remediation, such as making changes to training, coaching, re-skilling, recruitment, software etc. Peter Abah.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

CSM Magazine

APRIL 24, 2025

These AI personas give you a human-like experience, whether you’re using them for a travel concierge, emotional support, or even a life coach. We have started to see AI technology slip into customer support Industries where chatbots are talking more human-like than ever before.

Coaching 52

Coaching Chatbots Technology Customer Support 52

Amity

OCTOBER 31, 2016

We’ve had a customer support team right from the founding of the company in 2008 and from the start, our support team has been wowing customers with their dedication and passion. In 2012, our Co-Founders realized it was time to transform the customer support team into a true Customer Success team.

Coaching 0

Coaching Upselling Engineering Marketing 0

CSM Magazine

NOVEMBER 29, 2024

When to Offer Audio-Only Options While some meetings (like presentations or collaborative brainstorming sessions) are better suited for video, there are plenty of other scenarios where audio-only works just as effectively: One-on-one check-ins or coaching sessions Quick project updates or status meetings Customer support or sales calls Informal team (..)

Morale 52

Morale Coaching Personalization Sales 52

Netomi

JANUARY 5, 2022

A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. A former CEO group leader, and executive coach with the world’s largest chief executive organization, David has worked with thousands of CEOs and business leaders on their business brand, customer experience, and competitive advantages.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Magazine

AUGUST 7, 2020

They perform administrative duties, demonstrate efficient management skills, and manage teams of customer support representatives. Most importantly, they ensure customer satisfaction whether face-to-face, over the phone, or through email. They separate ordinary from extraordinary customer service managers.

Customer Service 59

Customer Service Management Brand ambassadors Morale 59

CSM Magazine

FEBRUARY 18, 2020

Meanwhile, customers are becoming increasingly frustrated with the limited communication channels that are provided by the business. Some recent research by Customer Experience Magazine indicated that 80 percent of Brits are having to contact call centres during their working hours.

Customer Service 59

Customer Service Technical Support outsourcing Coaching 59

CSM Magazine

OCTOBER 7, 2022

Cora AI Coach, powered by Zenarate, helps Genpact accelerate digital transformation. AI Coach enables Genpact to develop confident top-performing contact center agents through voice and chat simulations that provide highly realistic immersive learning experiences. About Zenarate .

Coaching 52

Coaching Telecommunications Contact Center Healthcare 52

CSM Magazine

FEBRUARY 17, 2022

People can be enhanced or empowered by AI, but not across all customer service and sales needs. If you are coaching someone on how to do something, or helping them get set up, it is best done by a human who can provide authentic responses. Value-generating conversations are better placed with humans, not bots.

Customer Service 98

Customer Service Chatbots B2B Customer Care 98

CSM Magazine

OCTOBER 4, 2022

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers. Automated Call Summaries and Real-Time Agent Assist automate post-call work and help contact center agents respond with empathy and speed.

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

CSM Magazine

MARCH 31, 2023

What is workflow automation in customer service? Traditionally, customer service reps had to manually complete every task related to customer support, from initial triage and ticket creation all the way through resolution. HelpDesk software, then, is the perfect SaaS solution to meet those customer expectations.

SaaS 52

SaaS Customer Service Coaching CRM 52

CSM Magazine

AUGUST 25, 2021

Lance Rosenzweig, CEO at Support.com reveals how customer support services delivered by a global home-based workforce and supported by state of the art technology can provide customers with a better experience and easier access to human experts. As with healthtech, urgent customer needs could arise any day and any time.

Technology 52

Technology Chatbots Technical Support Government 52

Enghouse Interactive

OCTOBER 19, 2020

As discussed in the last blog, we noted that a key area of focus should be on Natural Language Processing (NLP) where “Conversational Analytics” can become the differentiating factor, helping AI delivering the best possible solution today, and even better solutions tomorrow. It’s all in the approach and how the data is analyzed.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

CSM Magazine

MARCH 4, 2019

Alternatively, the other end of the customer experience continuum can also have a negative impact. For example, customers might love your product but hate your billing process, your customer support, or even the process to fulfill a warranty claim.

Customer Experience 55

Customer Experience Customer centricity Coaching Consulting 55

CSM Magazine

MARCH 14, 2022

With the launch of this partnership, users of Nicereply and EvaluAgent will be able to close the loop between the voice of the customer and internal quality scores without the need to change survey supplier or invest in additional technology. Each month our customers collect over 200,000 survey responses from their customers.

Customer Service 52

Customer Service Surveys Feedback outsourcing 52

CSM Magazine

APRIL 6, 2023

The integration with GPT systems—such as ChatGPT—is another step forward in Calabrio ONE’s product evolution to amplify the agent experience and deliver the highest standard of customer support.”

Contact Center 52

Contact Center Morale Analytics Customer centricity 52

CSM Magazine

OCTOBER 18, 2022

Calabrio , the workforce performance company, has hired Dave Orstad as SVP professional services and support, reinforcing the organisation’s customer-first culture. Orstad will spearhead Calabrio’s global professional services and customer support teams.

Customer Service 52

Customer Service SaaS Customer centricity Coaching 52

CSM Magazine

MARCH 27, 2023

Calabrio and Zoom are trusted allies for delivering unrivaled customer support. We maximise agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching.

Contact Center 52

Contact Center Enterprise Management Customer centricity 52

CSM Magazine

OCTOBER 18, 2022

Calabrio , the workforce performance company, has hired Dave Orstad as SVP professional services and support, reinforcing the organisation’s customer-first culture. Orstad will spearhead Calabrio’s global professional services and customer support teams.

Customer Service 52

Customer Service SaaS Customer centricity Contact Center 52

CSM Magazine

MARCH 13, 2022

Unsurprisingly, customer-centricity correlates with good experience and communications strategies, yet in the global survey, only 60% say they have a cohesive customer interaction strategy. Most companies employ the standard customer support tools and platforms, such as email, phone, and social media. About the Author.

Gamification 52

Gamification Customer centricity Self service Surveys 52

Netomi

NOVEMBER 8, 2021

Service desk chatbot tools act as the first line of defense interacting with customers to automatically resolve highly repeatable tickets. They can recommend responses to agents or even coach agents in real-time. Get 5 strategies for successful customer service automation in this webinar featuring Rajiv Ramanan from Freshworks.

Chatbots 52

Chatbots Enterprise Self service CRM 52

CSM Magazine

JANUARY 20, 2022

The software allows call centres to efficiently manage incoming calls, using features such as advanced call routing and live conversation monitoring to ensure high quality customer support. What’s more, as a cloud-based solution, the software allows call centre operators to answer incoming calls from anywhere.

CRM 52

CRM Coaching Surveys Personalization 52

CSM Magazine

MAY 8, 2024

But while many businesses are exploring how automation can help them reduce the costs associated with delivering customer service, leaders are still trying to understand the implications that outsourcing customer support to AI will have on their brand, reputation, and customer experience.

Customer Service 52

Customer Service Contact Center outsourcing Coaching 52

CSM Magazine

DECEMBER 6, 2023

It also ensures employees know how to engage with customers in a way that meets their needs and beyond. This training can be done in different forms, including on-the-job training, classroom training, shadowing, or online coaching platforms. The result?

Upselling 52

Upselling SaaS Advertising Coaching 52

CSM Magazine

FEBRUARY 20, 2018

By gathering and processing information from employees as well as customers, AI can provide real-time updates to supervisors as well as present in-line training for agents. Managers also can receive at-a-glance coaching objectives based on agent performance, allowing employees to gain feedback and training directly.

Customer Service 40

Customer Service Outbound sales Contact Center Coaching 40

Hodusoft

JUNE 7, 2024

It encompasses everything from forecasting, hiring employees, agent training and coaching, workforce scheduling, professional handling of customer contacts, and many more. It also measures customer hold times and the time required for post-call tasks and administrative work (such as filing a form or updating the CRM).

Best practices 52

Best practices Call Center Omni-channel support Management 52

ProProfs Blog

JUNE 30, 2020

We’ve covered some of the best selling customer service books that will help you grow as a leader and work towards building better strategies for customer delight. Peggy Klaus is a Fortune 500 coach who is here to help individuals that easily excel at their jobs every day but don’t know where to go from there.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Coaching 128

Netomi

FEBRUARY 28, 2022

“Pixalate has a reputation for being hyper focused on customer success, and I’m eager to build upon that strong foundation as we continue international expansion.”. Anastasia Zdoroviak – Director Customer Experience, DoorDash. Gemma Cipriani-Espineira – Chief Customer Officer, Chili Piper. Connect with Amanda.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Contact Center Technical Support 64

Vistio

JULY 11, 2022

I just did a piece for Intelligent Sourcing Magazine. In other words, are automated coaching, proactive knowledge retrieval, desktop integration, and automation. And so I like to stay on top of that. Jon Yarlett runs a great shop there, another example of collaboration, but I just wrote a piece for him with a telecom focus.

Technology 52

Technology Self service Contact Center Analytics 52