CSM Magazine

MAY 29, 2023

By providing uninterrupted support, casinos demonstrate their commitment to delivering exceptional customer service. Empowering Self-Service Options Integrating self-service options within the casino platform empowers players and drives engagement.

Customer Support 52

Customer Support Multi-channel support Self service Feedback 52

Hodusoft

JUNE 27, 2024

Improving Customer Service: An omnichannel system allows customer service representatives to access the entire customer interaction history, empowering them to resolve issues more efficiently and effectively. All this contributes to enhanced customer service and overall experience.

Contact center software 59

Contact center software Contact Center Customer Experience Banking 59

Vcaretec

SEPTEMBER 11, 2023

All active firms who want to grow in the market with a sizable client base must provide better customer assistance. Better customer service enables seamless management of non-essential business activities, ensuring an undivided focus on key skills. thanks to multi-channel support systems in place.

outsourcing 52

outsourcing Call Center Multi-channel support Calibration 52

Brad Cleveland Blog

NOVEMBER 4, 2016

Several videos I recorded for eCornell are as pertinent today as they were then. Here’s the first of five videos. The post eCornell Videos: Delivering Consistent Service appeared first on Brad Cleveland.

Multi-channel support 26

Multi-channel support Contact Center Call Center Customer Service 26

HGS

MAY 27, 2015

Contact centers have undergone significant transformation in the past few years, driven largely by the shift from voice to digital and omni-channel customer service. This continual channel shift has also influenced the nature and complexity of services being delivered. Widening Service Delivery Scope.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

Hodusoft

JANUARY 1, 2024

Digital banking can easily adopt and integrate cutting-edge technologies such as Artificial Intelligence (AI), Machine Learning (ML), and others to enhance customer service experience. Customer Base Traditional banking draws a diverse customer base including those who prefer face-to-face interactions.

Contact center software 52

Contact center software Banking Contact Center Finance 52

Brad Cleveland Blog

MARCH 31, 2014

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Multi-channel support 20

Multi-channel support Best practices Multichannel Contact Center 20

Brad Cleveland Blog

MARCH 31, 2014

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Multi-channel support 20

Multi-channel support Best practices Multichannel Contact Center 20

Brad Cleveland Blog

APRIL 21, 2015

Are you considering adding video to your contact center? Video chat is an access channel that can certainly distinguish you from competitors. And with the technology barriers coming down, more companies are seriously considering adding this channel into their customer access mix.

Contact Center 20

Contact Center Technology Multi-channel support Multichannel 20

Brad Cleveland Blog

APRIL 21, 2015

Are you considering adding video to your contact center? Video chat is an access channel that can certainly distinguish you from competitors. And with the technology barriers coming down, more companies are seriously considering adding this channel into their customer access mix.

Contact Center 20

Contact Center Technology Multi-channel support Multichannel 20

JivoChat

NOVEMBER 29, 2021

The ManageEngine Service Desk is a help desk software built for IT teams, aiding to deal with issues in this area, and ensuring you can provide the solutions your customers need. Through the platform, you can offer multi-channel support to end-users to manage and track all incidents. Multi-channel support.

Multi-channel support 52

Multi-channel support CRM Multichannel Metrics 52

Hodusoft

MAY 17, 2024

Benefits of CTI CTI, or Computer Telephony Integration, offers numerous benefits for businesses, particularly those focused on customer service and communication. Enhanced Customer Experience By providing context-rich information to agents before they even answer a call, CTI enables smoother interactions between customers and agents.

Interactive Voice Response 52

Interactive Voice Response CRM Contact Center Call Center 52

JivoChat

AUGUST 30, 2021

People also use it to access post-sales support and make service requests once they become customers. According to Gartner, the live chat channel is the second most preferred channel for customer service. Key features: Multi-channel support. Custom chatbots for sales and support.

Sales 52

Sales Chatbots Multi-channel support CRM 52

SmartKarrot

JANUARY 21, 2022

All these CS objectives can be achieved only if you can fulfill your customers’ needs. One way to achieve your objectives is by providing top-class customer service. As a CSM, you would be proud of the way your team handles the customers or even how highly your product is regarded in the market. So, here we go.

Customer Service 10

Customer Service Multi-channel support Interactive Voice Response SaaS 10

Brad Cleveland Blog

SEPTEMBER 8, 2023

How many people do you need to handle the customer workload on a Monday morning at 10:00 am? How about a Thursday afternoon at 2:00 pm?

Contact Center 44

Contact Center Multi-channel support Management Call Center 44

Hodusoft

JUNE 7, 2024

For customer service businesses, call/contact centers play an important role in driving sales, improving retention rates, delivering excellent customer service and ultimately enhancing their brand’s reach and achieving positive recognition. Here are some reasons why businesses need call or contact center management: 1.

Best practices 52

Best practices Call Center Omni-channel support Management 52

Brad Cleveland Blog

OCTOBER 20, 2015

It’s the result of a culture and approach that spans … Continue reading → The post Building a Customer Service Ecosystem appeared first on Brad Cleveland. It’s an ecosystem, comprised of many components that must seamlessly work together.

Customer Service 26

Customer Service Self service CRM Contact Center 26

Brad Cleveland Blog

SEPTEMBER 8, 2023

How many people do you need to handle the customer workload on a Monday morning at 10:00 am? How about a Thursday afternoon at 2:00 pm?

Contact Center 26

Contact Center Multi-channel support Management Call Center 26

Brad Cleveland Blog

FEBRUARY 9, 2022

Find more videos about contact centers in my LinkedIn Learning course “Managing a Customer Contact Center.” They’re always present. Understanding them will help you establish the right metrics, communicate important trade-offs, and shape an organizational structure that works well.

Contact Center 26

Contact Center Metrics Management Multi-channel support 26

Brad Cleveland Blog

SEPTEMBER 19, 2019

We discussed how channels are likely to be approached in the future. I hope the video helps you consider how to prepare … Continue reading → The post Contact Center Future Shock: Channels May Become Part of Our Past appeared first on Brad Cleveland.

Contact Center 26

Contact Center Coaching Call Center Multi-channel support 26

Brad Cleveland Blog

NOVEMBER 4, 2016

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Multi-channel support 20

Multi-channel support Contact Center Call Center Customer Service 20

Brad Cleveland Blog

NOVEMBER 4, 2016

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Multi-channel support 20

Multi-channel support Contact Center Call Center Customer Service 20

Brad Cleveland Blog

JUNE 28, 2018

While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in Orlando, we discussed how channels are likely to be approached in the future.

Contact Center 26

Contact Center Coaching Call Center Multi-channel support 26

Brad Cleveland Blog

OCTOBER 20, 2015

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Customer Service 21

Customer Service Multi-channel support Contact Center Call Center 21

Brad Cleveland Blog

OCTOBER 20, 2015

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Customer Service 20

Customer Service Multi-channel support Contact Center Call Center 20

Brad Cleveland Blog

MARCH 20, 2015

If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer).

Contact Center 20

Contact Center Multi-channel support Multichannel Call Center 20

Brad Cleveland Blog

MARCH 20, 2015

If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer).

Contact Center 20

Contact Center Multi-channel support Multichannel Call Center 20

Brad Cleveland Blog

JANUARY 6, 2015

The Edge of Service® Newsletter, Issue 11: A Multichannel World If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer).

Multichannel 20

Multichannel Contact Center Multi-channel support Call Center 20

Brad Cleveland Blog

JANUARY 6, 2015

The Edge of Service™ Newsletter, Issue 11: A Multichannel World If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer).

Multichannel 20

Multichannel Contact Center Multi-channel support Call Center 20

Brad Cleveland Blog

AUGUST 15, 2014

According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally support it as a customer care channel. That leaves 34% of organizations with a presence, but without customer care for social media.

Customer Care 20

Customer Care Multi-channel support Contact Center Call Center 20

Brad Cleveland Blog

AUGUST 15, 2014

According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally support it as a customer care channel. That leaves 34% of organizations with a presence, but without customer care for social media.

Customer Care 20

Customer Care Multi-channel support Contact Center Call Center 20

ProProfs Blog

JULY 29, 2020

However, despite the availability of a variety of support channels, phone/voice support’s popularity doesn’t show signs of fading away anytime soon. So what really makes phone support hold a firm spot in the customer support landscape? Remember Every Customer is Different.

Call Center 128

Call Center Interactive Voice Response Customer Experience Call flow 128

Brad Cleveland Blog

FEBRUARY 21, 2019

The post 5 Secrets of Accurate Scheduling in Today’s Contact Center appeared first on Brad Cleveland.

Contact Center 26

Contact Center Multi-channel support Call Center Customer Service 26

Brad Cleveland Blog

OCTOBER 3, 2018

The post Communicating Access Alternatives to Customers appeared first on Brad Cleveland.

Multi-channel support 26

Multi-channel support Multichannel Contact Center Call Center 26

Brad Cleveland Blog

SEPTEMBER 1, 2017

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Contact Center 42

Contact Center Multi-channel support Call Center Management 42

Brad Cleveland Blog

SEPTEMBER 1, 2017

The post 5 Secrets of Accurate Scheduling in Today’s Contact Center appeared first on Brad Cleveland.

Contact Center 26

Contact Center Multi-channel support Call Center Management 26

Quiq

FEBRUARY 2, 2022

Share This Story There are lots of metrics floating around the customer service industry—it’s hard to keep them straight! CSAT scores (customer satisfaction) measure one specific interaction, while NPS (Net Promoter Score®) evaluates the overall opinion of your business. The best way to use it in customer service?

Benchmark 52

Benchmark Surveys Metrics Chatbots 52