CSM Magazine

NOVEMBER 11, 2024

Whether it’s resolving complaints or building customer loyalty, having the right tools is essential for success. But how do customer service managers choose the best tools for their teams? The Evolution of Tools for Customer Service Teams As customer expectations evolve, so too must the tools used by customer service professionals.

Customer Service 52

Customer Service Chatbots CRM Technology 52

TeleDirect

JANUARY 15, 2025

Personalization Tools: Leverage CRM systems to access customer history and preferences, enabling agents to provide personalized support. Sentiment Analysis Tools: Analyze customer tone and language to gauge emotions and guide agent responses. Q: What role does technology play in fostering empathy?

Call Center 126

Call Center Customer Service Healthcare CRM 126

TeleDirect

JANUARY 20, 2025

Leveraging Technology for Customer Loyalty Modern call centers utilize advanced tools to enhance the customer experience, such as: CRM Systems: Deliver personalized service with access to customer history. Offer goodwill gestures like discounts or loyalty points when appropriate. Q: How does follow-up contribute to customer loyalty?

Call Center 127

Call Center First call resolution Best practices CRM 127

CSM Magazine

JANUARY 3, 2025

AI-driven tools improve efficiency, accuracy, and scalability, enabling companies to handle multilingual interactions seamlessly. 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.

Customer Support 52

Customer Support Chatbots CRM SaaS 52

CSM Magazine

APRIL 24, 2025

We have identified 5 essential tools that simplify the process of lead management, booking services, and payment handling. The event management CRM feature from this platform helps businesses control event schedules alongside the management of attendees and payment activities.

Management 52

Management CRM Healthcare Analytics 52

Connect

APRIL 23, 2025

These AI-driven digital tools can revolutionise contact centres and enhance customer service. These AI-driven tools provide instant responses, reducing wait times and improving customer satisfaction. Sentiment analysis Sentiment analysis tools use NLP to gauge customer emotions during interactions.

Customer Service 52

Customer Service Average Handle Time Chatbots Self service 52

3CLogic

JANUARY 28, 2025

Contact centers handled calls and interactions, while CRM systems managed customer records and ticketing/cases/incidents. Over time, CRM and CCaaS solutions have evolved to increasingly encroach into each other's spaces, resulting in overlapping features and functionalities.

Customer Experience 105

Customer Experience CRM Contact Center Enterprise 105

AWS Machine Learning

MARCH 14, 2025

This integration brings Anthropics visual perception capabilities as a managed tool within Amazon Bedrock Agents, providing you with a secure, traceable, and managed way to implement computer use automation in your workflows. The workflow parses the agent response and executes the tool returned in a sandbox environment.

APIs 136

APIs Engineering CRM Enterprise 136

PeopleMetrics

FEBRUARY 14, 2025

When I originally wrote about the need for external VoC partners , the main debate was whether companies should invest in a full-service VoC solution or manage the process themselves with a basic survey tool. So, do you need a tool or a true VoC partner? Why You Still Need a VoC Partner AI is a powerful tool, but its not a strategy.

Surveys 62

Surveys Customer centricity Wait times CRM 62

TeleDirect

DECEMBER 25, 2024

Customer Relationship Management (CRM) Systems Store customer data and interaction history. Leverage Technology Implement AI and CRM tools to improve efficiency. Omnichannel Support Integrate communication across phone, email, chat, and social media. Ensure consistent experiences across all platforms.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

ShepHyken

SEPTEMBER 20, 2019

Teams should integrate support software with development tools, sales tools including CRM technology, and marketing communication tools. For example, if sales updates information about a customer contact in a CRM system, that information will be pushed to the support software so both teams have the most relevant data.

B2B 283

B2B Customer Support CRM B2C 283

TeleDirect

JANUARY 7, 2025

Utilizes advanced tools, such as call routing and CRM integration, to enhance efficiency. Uses AI-driven tools to streamline workflows and optimize service delivery. Technology Capabilities: Choose a call center with advanced tools, redundant systems and backup servers.

Call Center 126

Call Center Wait times Abandon Call Multichannel 126

ShepHyken

SEPTEMBER 7, 2023

Customer health monitoring Train your team on the tools and analytics platforms you use to monitor customer health. Operational excellence The right leader will have experience in setting up processes, tools, and systems that scale and can drive operational efficiency in the customer success function.

B2C 349

B2C Customer centricity Feedback Upselling 349

ShepHyken

JUNE 26, 2019

Thanks to good CRM (Customer Relationship Management) software, the agent knows who this customer is, when they last called, what they called about, what they’ve bought in the past, etc. With the right tools, knowledge, and expertise, you can essentially “see into the future,” for lack of a better term. Crisis averted!

Customer Support 335

Customer Support CRM Customer Service Technology 335

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Table of Contents What is the Voice of the Customer (VoC)?

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

AWS Machine Learning

DECEMBER 11, 2024

Since that time, thousands of active users have asked hundreds of thousands of questions through Field Advisor, which we have embedded in our customer relationship management (CRM) system, as well as through a Slack application. The following screenshot shows an example of an interaction with Field Advisor.

Sales 112

Sales Accountability APIs CRM 112

ShepHyken

JUNE 19, 2019

I recently shared the stage with Jeff Nicholson, global head of CRM for Pegasystems, at the PegaWorld users conference in Las Vegas. Self-service tools are a powerful way to take care of the customer’s questions and problems quickly and efficiently. Simply put, to stay competitive, we must make things easier for the customer.

Customer Service 332

Customer Service Self service CRM Customer Support 332

TechSee

DECEMBER 3, 2024

Luckily, many new AI and automation tools help CX departments boost customer satisfaction while cutting overhead. These days, businesses know that top-notch customer service isn’t just a competitive advantage – it’s an expectation. Still, not all service challenges are the same. This isn’t a dream.

Customer Experience 124

Customer Experience Virtual Agent CRM Enterprise 124

AWS Machine Learning

APRIL 3, 2025

This approach is particularly powerful when applied to mission-critical data such as enterprise resource planning (ERP) and customer relationship management (CRM) systems because these contain information about internal processes, supply chain management, and customer interactions.

Government 91

Government Analytics Engineering CRM 91

TeleDirect

MARCH 13, 2025

Access to Advanced Technology Top call centers utilize AI-driven chatbots, CRM software, and analytics tools to optimize performance and improve service quality. Technology and Infrastructure Check if the call center uses the latest CRM, AI-powered tools, and security protocols.

Call Center 79

Call Center Customer Support outsourcing Technical Support 79

ShepHyken

DECEMBER 3, 2021

Creating an “Environment of Self Service” — XGS deployed a CRM system as well as an improved and expanded customer portal to capture and improve service levels . Net Promoter Score (NPS) — Establishing baseline ratings and gathering key customer feedback .

Customer Experience 363

Customer Experience Transportation Feedback Metrics 363

Beyond Philosophy

JANUARY 12, 2022

Before the Customer Experience movement, the significant wave of change with business was Customer Relationship Management (CRM), and before that, it was Total Quality Management (TQM). . However, CRM and TQM are not gone or rejected. Furthermore, organizations do not have to build these tools themselves.

CRM 348

CRM Technology Contact Center Personalization 348

Beyond Philosophy

JANUARY 20, 2022

First, CRM has infiltrated businesses today. Second, VanAmburg points out, these tools are only as good as the operator that uses them. In other words, CRM is an excellent data tool, but only if you leverage it strategically for your business goals. Moreover, regarding CRM, many companies are measuring the wrong things.

Customer Experience 195

Customer Experience CRM Customer centricity Self service 195

Calabrio

MARCH 26, 2025

AI-driven workforce management solves this by predicting peak call times, optimizing staffing, and integrating performance-driven shift planning. This ensures agents receive tasks that align with their strengths and support their career growth.

Coaching 85

Coaching Call Center Morale Analytics 85

ShepHyken

MAY 19, 2020

Strategies include guided workflows, coaching, augmenting tools that support remote collaboration and applying analytics to improve areas of unproductivity. About: Jeff Nicholson is the Vice President of CRM Product Marketing for Pegasystems , where he leads the company’s CRM market vision and strategy.

CRM 244

CRM Coaching Self service Analytics 244

TechSee

MARCH 11, 2025

The AI Landscape for Service Leaders AI isn’t just another tool—it’s a force multiplier. Seamless CRM, knowledge base, and ticketing integrations are three common examples. For service leaders across nearly every industry, AI is the key to scaling smarter, driving revenue, and keeping customers loyal.

Customer Service 109

Customer Service Education Self service CRM 109

Beyond Philosophy

SEPTEMBER 20, 2024

With decades of experience in customer relationship management (CRM) and Customer Experience , Hill shares valuable insights into how personalization, particularly with the help of AI, is reshaping customer interactions and driving business results. To that end, we invited our special guest, Graham Hill, Ph.D.,

Personalization 243

Personalization Customer centricity CRM Marketing 243

Interaction Metrics

NOVEMBER 21, 2024

Tools like chat transcripts or call recordings offer additional insight. These tools can streamline processes, personalize interactions, and offer insights into customer behavior: AI-Powered Platforms : Tools like Zendesk and Freshdesk analyze conversations to identify recurring customer concerns.

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

ShepHyken

MAY 17, 2019

You can make it easier for them by using engagement tools like co-browsing. Customer Relationship Management (CRM) helps businesses to strengthen relationships with customers. Gartner predicts that , by 2021, CRM will be the largest enterprise software in spending revenue. According to a Salesforce Study, the answer is yes.

CRM 291

CRM Personalization Engineering Enterprise 291

ShepHyken

APRIL 30, 2021

Live chat will remain an important customer support tool and expand its reach to social media, enabling real-time connections with customers on their preferred hangouts. One idea is to integrate your live chat software with your CRM so that you can save chat transcripts that can be referred to during future conversations.

Customer Service 375

Customer Service Chatbots Analytics Upselling 375

3CLogic

MARCH 27, 2025

Limited digital and self-service options Many agencies lack user-friendly digital tools, forcing residents to rely on phone calls or in-person visits rather than accessing services online. Workforce shortages and burnout Understaffed agencies and overwhelmed employees lead to slower response times and lower-quality customer interactions.

Government 96

Government Self service contact center solutions Contact Center 96

TeleDirect

DECEMBER 24, 2024

How to Implement: Invest in AI-Driven Tools: Leverage AI-powered chatbots, recommendation engines, and sentiment analysis to enhance personalization. Enhance CRM Systems: Integrate advanced analytics into your CRM to capture real-time customer insights. Q: How can small businesses implement proactive customer engagement?

Customer Service 62

Customer Service Analytics Airlines CRM 62

Beyond Philosophy

JANUARY 27, 2022

I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). It was the CRM wave that receded in the early 2000s to make way for CX in the first place. . For example, CRM was the word of the day back at the turn of this century.

CRM 195

CRM Consulting Consulting Quality management 195

TeleDirect

JANUARY 17, 2025

Tools and Technologies to Support Difficult Calls Modern call centers leverage advanced tools to assist agents in managing challenging customer interactions. Key technologies include: Customer Relationship Management (CRM) Systems: Provide access to customer history and preferences for personalized support.

Customer Service 71

Customer Service Call Center Average Handle Time Customer emotions 71

ShepHyken

OCTOBER 29, 2021

If you wish to impress your customers or live up to their expectations, you need a call center tool that enables effective work. As a result, many establishments are utilizing call center tools that are based on KM these days. CRM integration . Call center tools should include the feature that lets agents make outbound calls.

call center software 209

call center software Call Center Customer Support Scripts 209

Beyond Philosophy

SEPTEMBER 26, 2024

Hill is an old friend I met in the early days of using customer relationship management (CRM). Personalization is a significant area for our field, particularly with the assistance of artificial intelligence (AI) tools. Hill was the interim head of CRM at Toyota Financial Services in Germany.

CRM 221

CRM Personalization Education Marketing 221