CSM Magazine

JANUARY 25, 2023

Despite the cost-of-living crisis, research from Statista predicted that retail sales during the holidays were expected to reach more than £82 billion in the UK, the busiest shopping period of the year when customer queries typically increase dramatically. Could experimenting with different scheduling techniques be effective?

Self Service 52

Self Service Gamification Analytics Tips 52

Upstream Works

JANUARY 25, 2022

For contact centers, digital transformation has surpassed buzzword status. Changing customer expectations, operational efficiencies, and the need for actionable data to inform decision-making have put transformation at the forefront. CX excellence requires an agile approach to digital change. Accelerating Digital Transformation.

Innovation 78

Innovation Contact Center Omni-Channel Self Service 78

Optimove

JANUARY 16, 2024

In addition, we are honored by our partners, employees, and investors who have been instrumental in helping Optimove create the first Customer-Led Marketing Platform to uphold our promise: to unleash brands’ full potential so they can gain their customer’s loyalty for life.

Net Promoter Score 52

Net Promoter Score CRM Analytics Telecommunications 52

CSM Magazine

DECEMBER 15, 2022

Delivering the right customer experience (CX) is typically a top priority for businesses for good reason. There has never been a better time to truly listen to customers. At the same time, help transform your agents into brand guardians with the power to influence customer perceptions of your products and services.

Self Service 52

Self Service Customer Journeys Analytics Customers 52

CSM Magazine

JULY 7, 2021

Too many organisations underestimate the power of voice and yet it continues to be the building block of an effective omnichannel customer engagement strategy. Kris McKenzie at Calabrio suggests the secret to success lies in blending voice, and its unfiltered insights, with your CRM to build better customer journeys. .

Customer Journeys 52

Customer Journeys CRM Omni-Channel Touchpoint 52

CSM Magazine

JUNE 16, 2022

Blend new technologies with tried and tested favourites to refresh your contact centre. That all changed when the realities of serving customers at the height of the pandemic forced many businesses to embed flexible working practices into their business continuity plans as a matter of survival.

Self Service 52

Self Service Connections Analytics Tips 52

CSM Magazine

JUNE 14, 2022

As Calabrio deploys its true cloud Workforce Optimisation (WFO) offering via AWS in South Africa, Olle Düring at Calabrio outlines five reasons why this latest news matters to customers in the region. . This will allow our customers in the region to provide superior customer service and reduce costs, quickly and with ease.

Banking 59

Banking Employee Engagement Roadmap Data 59

Bold360

MARCH 18, 2020

million workers who occupy mostly front-line, customer-facing jobs – and who are seeing major shifts in how they need to provide that service. The world of customer experience (CX) is going to have to drastically reimagine how we engage with customers in this new reality. Conversational AI chatbots.

Self Service 59

Self Service Knowledge Base Chatbots Healthcare 59

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. Use this list of 2018 customer service and business trends to plan your customer experience strategy for the new year, and to stay one step ahead of the competition.

Customer Service 101

Customer Service Social Media Chatbots Knowledge Base 101