CSM Magazine

JULY 19, 2024

The potential of your contact center agents can significantly influence your business’s success. But how do you unlock this potential? In this article, we’ll explore practical strategies to empower your agents, enhance their performance, and ultimately drive customer loyalty. 1. Invest in Comprehensive Training Initial Training : From day one, provide thorough onboarding that covers not only the technical aspects of the job but also the company’s culture, values, and goals.

CRM 52

CRM Contact Center Feedback Chatbots 52

Beyond Philosophy

JULY 19, 2024

You know that friction in a Customer Experience is a problem that needs fixing. However, do you have that same perception of workplace friction? If you feel the friction at work, you probably do. But if you don’t, you likely think little of it, if at all. Doing work for money requires a certain amount of friction, right? However, if the friction impacts employees and decreases employee morale, it can be a significant problem.

Morale 221

Morale Personalization Management Customer Experience 221

Cisco - Contact Center

JULY 19, 2024

Cisco Webex in collaboration with a partner,provides a compliance and security solution tailored for digital communications within the Webex Suite, serving major organizations like top North American banks.

Banking 98

Banking 98

Ambs Call Center

JULY 19, 2024

Feeling overwhelmed trying to keep track of leads, manage service schedules, or handle customer inquiries? You may be in the market for a CRM software to boost your HVAC company’s efficiency! Imagine having everything you need to streamline your tasks and stay organized—all in one location. Though, with so many CRM options out there, finding the right one can be a bit daunting.

CRM 75

CRM Marketing Management 75

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

Interactions

JULY 19, 2024

Consumers want personalized experiences when interacting with brands. Personalization can lower customer effort while providing an enhanced experience. However, it has been an elusive goal considering many businesses lack a strategy on how to apply personalization in a way that maximizes the customer experience. Long story short, there’s massive room for improvement.

Personalization 62

Personalization Customer Experience Best practices Customer effort 62

CSM Magazine

JULY 19, 2024

One powerful, yet often underutilized tool in the quest for understanding our customers is the Customer Advisory Board (CAB). But what exactly is a CAB, and does your business need one? Let’s explore. Understanding Customer Advisory Boards What is a Customer Advisory Board (CAB)? A Customer Advisory Board is a select group of customers who meet regularly with your company’s leadership to provide feedback on products, services, and overall strategy.

Construction 52

Construction Feedback Marketing Management 52

NobelBiz

JULY 19, 2024

At NobelBiz, we measure success by the trustworthiness of our business and the social proof that comes from our customers. Our mission is to help contact centers worldwide achieve their maximum productivity potential and provide our clients and the market with all the necessary tools to succeed. This rests heavily on our ability to bring moments of social proof to life for our customers.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

CSM Magazine

JULY 19, 2024

The Microsoft IT outage caused by a CrowdStrike software glitch has significantly impacted customer service across various industries. The outage has led to widespread disruptions, including grounding flights, knocking banks offline, and affecting media broadcasts. Customer service teams relying on Microsoft 365 services have faced challenges in accessing essential tools and data, leading to delays and decreased efficiency in handling customer inquiries.

Airlines 52

Airlines Customer Service Banking Entertainment 52

CSM Magazine

JULY 19, 2024

Sinch, a global leader in Customer Communications Cloud, has launched its new customer engagement tool, Sinch AI. Today’s businesses can count on cutting-edge technology to craft conversations that drive real results. These aren’t just any conversations – they’re intelligent, secure, and efficient. These exceptional conversational experiences are supercharged by the latest advancements in AI and Sinch’s mission is to allow its customers to create conversational expe

Government 52

Government Feedback Marketing Technology 52

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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

Contact Center

CSM Magazine

JULY 19, 2024

CallRail, the AI-powered lead intelligence platform, has announced the arrival of a new product, Convert Assist. With Convert Assist, the way small and medium-sized businesses approach lead conversions is about to get a reboot. By merging generative and conversational AI, they’ll be able to bridge the gap between connection and conversion like never before.

Personalization 52

Personalization Coaching Marketing Sales 52