CSM Magazine

NOVEMBER 3, 2022

Recent research shows consumers believe there is a direct correlation between contact centres and brand loyalty. In the latest State of the Contact Centre Report the vast majority of consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on customer loyalty.

Loyalty 52

Loyalty Brands Self Service e-support 52

Playvox

APRIL 27, 2023

Synchronous customer communication channels involve real-time communication between a customer and a service agent. When communicating over these channels, the customer expectation is for an immediate or nearly immediate response from the customer service team. Make changes based on these actionable insights.

Contact Center 52

Contact Center Trends Gamification Omni-Channel 52

CSM Magazine

AUGUST 8, 2023

It’s a welcome shift because for most contact centre managers, agent stress is the biggest labour issue on their minds and it’s diminishing the customer experience (CX). Involve: in their elevated role of brand guardians, agent opinions really matter so involve them in your customer service strategy or new technology investments.

Employee Engagement 52

Employee Engagement Engagement Gamification Analytics 52

Retently

APRIL 5, 2024

Retailers who understand and strategically use an omnichannel approach are more likely to build strong, lasting relationships with their customers. It includes every touchpoint a customer has with the retailer, whether it’s walking into a store, speaking to customer representative or unwrapping the product at home.

Retail 78

Retail Engagement Strategy Customer Experience 78

CSM Magazine

FEBRUARY 7, 2023

So, in these tough economic times, what are the best customer service strategies to provide elephant-astic experiences? Jim Davies explores 5 brand- and money-saving customer experience (CX) options. Calabrio explores 5 brand and money saving customer experience (CX) options. Stay true to your brand values.

Self Service 52

Self Service Customer Experience Gamification Analytics 52

NobelBiz

AUGUST 28, 2023

Customers expect seamless service across channels, but maintaining consistency can feel like juggling too many balls. Integrate communication channels, share customer data, and ensure a unified experience that delights customers no matter where they reach out from. The answer? Embrace an omnichannel approach.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

NobelBiz

FEBRUARY 22, 2023

As the contact center industry shifts towards becoming more dynamic after the pandemic, customer expectations are different. 2022 is a perfect opportunity to look at some warning signs that you’re not getting the best results from your call center technologies. Why do you need a new contact center software?

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52