CSM Magazine

JUNE 19, 2024

Using video chat to provide customer support is a great way to increase customer satisfaction and build relationships with them because it allows you to provide a top-notch level of support which can help strengthen your relationship with them. However, when you consider using video chat to provide customer support, you should know how to do it in an effective way to maximize the benefits of video chat support.

Customer Service 52

Customer Service Education Customer Support Feedback 52

CCNG

JUNE 19, 2024

For too long, organizations have paid lip service to platitudes like “we’re all in this together” and “our employees are our greatest asset.” Yet endemic workplace disengagement, high attrition rates and poor customer experience metrics reveal these are often empty slogans. Employees aren’t fooled by corporate-speak around shared missions when reality showcases a fundamentally misaligned relationship.

Metrics 195

Metrics Accountability Employee engagement Contact Center 195

Callminer

JUNE 19, 2024

Read this blog to learn how data mining software can help businesses learn more about their customers and gather insights to shape the future of their brand, products and services.

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TechSee

JUNE 19, 2024

Introduction Artificial intelligence (AI) continues to evolve, becoming increasingly integral in various sectors, from automating customer service to picking stocks. One of the core technologies propelling this progression are advances in memory within AI systems. Robust AI systems employ different types of memory, each enhancing how these systems learn, remember, adapt and make decisions over time.

Technical Support 124

Technical Support Scripts Banking Chatbots 124

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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

Bill Quiseng

JUNE 19, 2024

The Rule of Three Steps for CX Success: Select for passion. Educate with CARE. Empower for excellence. Select for passion. Serving customers because you HAVE TO is a job. Serving customers because you WANT TO is a passion. Find that passion. Don’t hire an employee. Soon, employees will see for themselves and tell each other that their “profits over people” bosses care about topline revenue, bottom-line profits, stock price, market share, and even their competitors more than they do the people, t

Education 109

Education Customer Care Marketing Customer Service 109

VirtualPBX

JUNE 19, 2024

At VirtualPBX, we are celebrating a tremendous accomplishment. Just 60 days following the launch of our new contact center product, VirtualPBX Contact Center has been selected by Customer magazine as a Contact Center Technology Award recipient for 2024. As a privately-held, US-based small business, we are honored to be included with the top call and contact center products on the market—competing against large-scale companies with decades in this market.

Contact Center 98

Contact Center Technology CRM industry standards 98

Cisco - Contact Center

JUNE 19, 2024

Empowering refugees with vital digital skills and meaningful job opportunities through Cisco Networking Academy, Community Corporate in Australia is getting results.

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Ambs Call Center

JUNE 19, 2024

When you use an answering service, you don't have to worry about your phones anymore. But those leads that come in, the appointments, employee call off data — you still have to manually enter that data. right?

Answering services 83

Answering services 83

Integrity Solutions

JUNE 19, 2024

Why are some salespeople uniquely successful? Do they have some special sales skills that others don’t? If your sales force is somewhat normal, just 20% are high performers. Imagine what a difference it would make if motivating sales teams was tied directly to sales training and increasing their ability develop stronger customer relationships and sell more.

Sales 66

Sales Education Scripts CRM 66

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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

Interactions

JUNE 19, 2024

Customer service has evolved. Today, customers expect seamless, personalized experiences across any channel, from phone calls to web chats, texts, and social media, all in a way that fits their lifestyle. But how can you ensure that the voice representing your brand truly connects with your customers? The answer lies in your brand’s IVA personality.

Personalization 62

Personalization Best practices Customer Service Technology 62

VirtualPBX

JUNE 19, 2024

At VirtualPBX, we are celebrating a tremendous accomplishment. Just 60 days following the launch of our new contact center product, VirtualPBX Contact Center has been selected by Customer magazine as a Contact Center Technology Award recipient for 2024. As a privately-held, US-based small business, we are honored to be included with the top call and contact center products on the market—competing against large-scale companies with decades in this market.

Contact Center 59

Contact Center Technology CRM industry standards 59

Hodusoft

JUNE 19, 2024

Beat Long Wait Times & Misdirected Calls: Skill-Based Routing in Insurance Just imagine yourself as a customer calling an insurance company for some work. After you’ve provided the inputs in the interactive voice response (IVR) system, the call goes to an agent who does not have the adequate skills and expertise to provide you with the solutions you are looking for.

Wait times 52

Wait times Interactive Voice Response Contact center software Contact Center 52

CSM Magazine

JUNE 19, 2024

Employee benefits have become an invaluable means of recruiting and retaining top talent. In fact, according to statistics, 73% of employees would remain in a company if they had adequate employee benefits. The customer service industry, long known for high turnover rates and taxing jobs, has recently witnessed a marked shift in its benefit packages for employees.

Customer Service 52

Customer Service virtual call center Consulting Consulting 52

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Brainfood

JUNE 19, 2024

Back Story I recently judged the L&D category for the CCMA’s national awards. In the process, I noticed quite a few submissions highlighting how they needed to recruit more front-line advisors in response to a significant increase in inbound volumes. This reconfirmed that human contact remains a growing priority for consumers. Moreover, I don’t see the kind of life challenges driving this need as ones likely to go away anytime soon.

Customer Service 52

Customer Service Enterprise Customer Care 52

CSM Magazine

JUNE 19, 2024

Imagine a world where call center reps don’t have to deal with aggressive customers – SoftBank Corp is making that a reality. They’ve developed an ’emotion-cancelling’ AI filter that takes the sting out of irate customer calls. Whenever a frustrated caller gets on the line, this technology kicks in, gradually shifting their inflamed tone to a more level-headed pitch, helping to ease tensions.

Calibration 52

Calibration Call Center Marketing Technology 52

Cisco - Contact Center

JUNE 19, 2024

Celebrate Juneteenth with Cisco's commitment to diversity and inclusion, fostering a culture of equity and respect, and empowering communities for a future where every dream can become a reality.

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CSM Magazine

JUNE 19, 2024

With an eye on boosting customer retention, Verizon is harnessing the power of generative AI. By strategically using AI in real-time customer call analysis, the telecommunication giant aims to prevent 100,000 customers from severing ties. The technology has 1,500 individualized data points tied to your phone number and its accuracy in predicting the reason behind a customer’s call stands at an impressive 80%.

Wireless 52

Wireless Telecommunications Customer retention Technology 52

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Cisco - Contact Center

JUNE 19, 2024

Juneteenth symbolizes freedom and resilience. Cisco's Chief DEI Officer, Gloria Goins, takes us on a journey through Juneteenth's history, her personal connection to the holiday, and into the heart of what this day means for us all.

Personalization 52

Personalization 52

CSM Magazine

JUNE 19, 2024

Phishing attacks continue to be a significant threat to organizations worldwide. To tackle this issue and minimize the risk of falling victim to such attacks, many businesses conduct phishing awareness tests. These tests, such as Hook Security’s phishing test for employees , involve sending simulated phishing emails to employees, assessing their responses, and identifying potential vulnerabilities.

Education 52

Education Metrics 52

Select VoiceCom Blog

JUNE 19, 2024

At Select VoiceCom, Father’s Day is more than just another occasion this June. It’s a once-a-year event to honor all SVC fathers from different campaigns and departments for their hard work on and outside the production floor. We know the practical needs of Gen X and Millennial dads like them. So, on this special day, we surprised 118 super dads with a handy kit with custom-made tools they can use all the time, whether they’re at home, at work, or on the go.

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CSM Magazine

JUNE 19, 2024

With the majority of businesses reliant on the Internet for their day-to-day business operations, an unexpected Internet outage can have dire consequences, and Internet outages are more common than you might think. Therefore, having a backup internet connection has become more important than ever in today’s world for any business. A backup internet connection ensures that in case your primary internet connection goes down, your backup connection is there to support business operations and preven

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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

Help Scout

JUNE 19, 2024

Chatbots and conversational AI are terms that are sometimes used interchangeably, but they aren't the same thing. Learn the difference and find the right solution for you.

Chatbots 45

Chatbots 45

CSM Magazine

JUNE 19, 2024

Workflow automation has changed the way businesses operate by automating various repetitive tasks and enabling the workforce to work on something more productive. Workflow automation solutions reduce manual efforts by taking over the tasks and ensuring that they are executed efficiently with fewer errors. As beneficial as workflow automation is, incorrect applications can lead to setbacks.

Education 52

Education 52

TCN

JUNE 19, 2024

Whether your clients’ platform lacks flexibility or locks you into long, expensive contracts, TCN has solutions tailor-made for outsourcing needs. TCN is the optimal choice for BPO businesses looking to enhance their operations and deliver exceptional service. Its all-in-one solution empowers you to be there for your customers 24/7, anywhere and on any device while […] The post Why Your BPO Business Deserves TCN as Your Contact Center Software Provider appeared first on TCN.

Contact center software 40

Contact center software Contact Center outsourcing Analytics 40

CSM Magazine

JUNE 19, 2024

Smartphones have become an integral part of our daily lives, but one element that still remains a challenge is their limited battery life. Although the battery life of smartphones has improved drastically in the past few years, it is still not sufficient enough for most users. Smartphone manufacturers are doing their job of trying to improve the battery life of smartphones but as a mobile app developer, you can ensure that your app doesn’t drain the battery of a smartphone faster than necessary.

Management 52

Management 52

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

AWS Machine Learning

JUNE 19, 2024

In today’s fast-paced digital world, streamlining workflows and boosting productivity are paramount. That’s why we’re thrilled to share an exciting integration that will take your team’s collaboration to new heights. Get ready to unlock the power of generative artificial intelligence (AI) and bring it directly into your Slack workspace. Imagine the possibilities: Quick and efficient brainstorming sessions, real-time ideation, and even drafting documents or code snippets—all powered by the latest

APIs 133

APIs Engineering Accountability Big data 133

CSM Magazine

JUNE 19, 2024

In the past decade or so, digital technology has evolved drastically, which has led to a change in consumer behavior. For most people around the world, online shopping has become the go-to form of shopping because it is quicker, more comfortable, cheaper, and more convenient. Thanks to advancements in technology, the eCommerce industry has grown significantly in the past few years and it is expected to grow even more in upcoming years.

Technology 52

Technology Sales Customer Support Customer Service 52

CSM Magazine

JUNE 19, 2024

Quality of service (QoS) analyzes telephone service, computer network services, and the cloud, along with the tools and technologies that secure the network’s ability to perform high-priority operations. QoS prioritizes the delivery of specific types of data to maintain network resources. It plays an essential role in all Internet protocol networks, especially for video and voice streaming.

Technology 52

Technology Management 52