Eptica

SEPTEMBER 10, 2020

Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. 19% of UK contact centres revealed that they were looking to update their call recording solutions. Published on: September 09, 2020. Share this page on: Tweet.

Call Recording 74

Call Recording Trends Analytics Technology 74

CSM Magazine

APRIL 25, 2023

Now in its 20 th year ContactBabel’s 2023 UK Contact Centre DMG highlighted the highest ever average speed to answer and call abandonment rates. This change has been mirrored in the increased number of automated and self-service payment options now available for contact centres, online and remote sales operations.

Omni-Channel 52

Omni-Channel Self Service Abandon Rate Return on Investment 52

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: The “mental load” referred to in this article is about frustration, anxiety, and fatigue over a customer service/support experience. Here are my top five picks from last week. There are some shards of light.

Self Service 65

Self Service Customer Service Contact Center Loyalty 65

CSM Magazine

OCTOBER 24, 2022

IRIS Audio Technologies appoints Neil Titcomb as SVP Global Sales as part of global strategy to eliminate background noise in call centres. Neil will also be presenting at this year’s Call and Contact Centre Expo. ” To find out more about IRIS Clarity, visit the website here.

Sales 52

Sales Technology Leadership Industry 52

CSM Magazine

APRIL 18, 2023

As consumers tighten their belts and organisations undergo digital and workplace transformations, there has never been a better time to invest in the contact centre. These widespread challenges are also holding many organisations back from delivering an exceptional customer experience (CX).

Effort Score 52

Effort Score Contact Center Analytics Call Recording 52

Eptica

SEPTEMBER 3, 2020

Date: Thursday, September 3, 2020 Author: Jeremy Payne, Group VP of Marketing & Alliances of Enghouse Interactive Turning a crisis into an opportunity: greener and more sustainable contact centres. Research from Exony found that staff commuting to and from UK's call centres generate an annual 1.3

Groups 74

Groups Trends Interaction Marketing 74

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Megan Neale and Roger Beadle, Co-Founders of Limitless , explore future trends. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams.

Trends 98

Trends Industry Customer Service Chatbots 98

Vonage

JANUARY 16, 2017

Contact centres act as the front-line for many businesses. They are the point of contact where customers and companies meet to resolve issues and buy products and services. Operating at their best, contact centres play a fundamental part in creating a positive customer experience.

Customer Service 120

Customer Service Social Media Technology Training 120

Thematic

MARCH 27, 2024

Being a utility, they usually only hear from customers when things are going wrong. It was the perform storm for a customer experience crisis! A Customer Journey Challenge In the aftermath of the storms, there was a massive influx of calls through to the support centre.  The

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

CSM Magazine

APRIL 13, 2022

In a new three-part series Ross Daniels introduces Calabrio’s campaign to support improvements for people, processes and technology to enable greater wellbeing across contact centre organisations. . Flexible working practices, growing customer demands and a fast-changing competitive landscape are all taking their toll.

Analytics 59

Analytics Omni-Channel Customer Satisfaction Training 59

CSM Magazine

NOVEMBER 23, 2021

New challenges emerged and contact centres learned many lessons. Dave Hoekstra at Calabrio reflects on these before offering a glimpse into 2022, helping contact centres to plan ahead. Hybrid working, The Great Resignation and Digital transformation are buzz terms that swarmed the contact centre industry in 2021.

Customer Journeys 52

Customer Journeys Net Promoter Score Self Service Trends 52

CSM Magazine

MARCH 16, 2023

There is an infinite amount of data in contact centres but what does it really tell us? You may be asking what Pi has to do with customer data analytics in contact centres? So, why don’t we think the same when it comes to analyzing customer data? International Pi (π) Day is held every year on March 14.

Analytics 52

Analytics Data Self Service Fashion 52

CSM Magazine

JUNE 1, 2021

New study points to critical importance of employee experience management to offset pressures facing call centres and agents due to COVID-19 pandemic. Over the past year, Canadian contact centres have been stretched like no other time in our history” says CSPN Partner, David Singh. Another 49.7%

Return on Investment 52

Return on Investment Social Media Culture Contact Center 52

CSM Magazine

MARCH 1, 2022

Automated cloud WFM solution supports hundreds of agents handling tens of thousands of voice and live chat conversations as Cazoo contact centre doubles in size. . Today Cazoo has complete oversight of its busy contact centre operations. As a result of the new set up, Cazoo has realised a series of significant benefits.

Management 59

Management Case Study Social Media Resources 59

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

CSM Magazine

APRIL 26, 2022

The UK Contact Centre Decision Makers Guide (DMG) 2022 highlights the latest trends in contact centres. Reviewing this year’s report, Rob Crutchington discusses the challenges of balancing customer service with ID verification to prevent fraud and how it continues to be a concern for organisations. .

Customer Experience 52

Customer Experience Self Service e-support Ecommerce 52

CSM Magazine

SEPTEMBER 21, 2022

‘Be prepared’—the motto of generations of scouts and girl guides—is the new mission statement for successful contact centres. Rising customer expectations, sporadic demand, and a new world of remote and hybrid work have wreaked havoc with agent shifts and schedules. Here are the essentials: 1.

Tools 52

Tools Analytics Trends Consulting 52

Eptica

JANUARY 29, 2020

Date: Wednesday, January 29, 2020 Author: Anne-Merete Jensen - Senior Business Consultant The changing role of the customer service agent. Consumers are now able to find answers themselves through self-service, removing the need to email or call. Both trends have an enormous impact on the workload of the contact centre advisor.

Self Service 79

Self Service Customer Service Omni-Channel NPS 79

ShepHyken

JANUARY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. How do you keep your loyal customers? How do you keep your loyal customers? This is followed by three trends from the Salesforce State of Service research and five takeaways.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 62

Customer Service Tips e-support B2C 62

CSM Magazine

JUNE 10, 2022

The customer need for support and reassurance has only increased over the last few years — a trend that’s unlikely to change. . And even as restrictions loosen, this stress remains on call centre teams who are operating with limited resources. Why are customers calling? Appointment change calls.

Customer Engagement 52

Customer Engagement Engagement Self Service How To 52

CSM Magazine

DECEMBER 20, 2021

The pandemic has only highlighted this fact, and contact centres are now confident that technology only enables people rather than replaces them. The response was overwhelmingly positive with 94% of contact centre agents believing that artificial intelligence is and will support them, and it makes their job more efficient.

Marketing 59

Marketing Self Service Technology Omni-Channel 59

CSM Magazine

DECEMBER 2, 2020

In contact centres, more employees than ever before now work remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution first transformed everything. Agent wellbeing will take centre stage – as more contact centres continue homeworking into 2021.

Self Service 72

Self Service Analytics e-support Competitive Advantage 72

CSM Magazine

FEBRUARY 24, 2022

PCI Pal , the global cloud provider of secure payment solutions for business communications, has announced the details of its second annual Payments conference focused on the future of security and customer experience. Meet The Experts. Tony Gee , Security Consultant & Speaker, Pen Test Partners.

Conference 52

Conference Government Consulting Communication 52

CSM Magazine

DECEMBER 7, 2020

Striking a balance between efficiency and customer experience has been a staple of good contact center strategy. Recent global trends and changing cultural shifts are going to require contact centres to add a third critical element to succeed in a dynamically changing world: extreme digital CX agility.

Contact Center 52

Contact Center Trends Chatbots Analytics 52

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019. per contact to £3.18.

Self Service 75

Self Service Customer Service Social Media NPS 75

CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . We discovered how Connected Enterprises enjoy far higher levels of workforce and customer engagement than their peers. 3 ways to turn theory into practice. Here are 3 top tips: 1.

Connections 52

Connections Customer Connectedness Analytics Call Recording 52

Vonage

FEBRUARY 13, 2017

Using it means you take the raw data from phone calls and convert it into information your business can use to improve the customer experience in five key ways. Even the most attentive customer service agents can drown in a sea of words. Speech analytics allows you to effectively gauge customer satisfaction.

Analytics 133

Analytics Customer Service Customer Satisfaction Software 133

CSM Magazine

OCTOBER 14, 2021

Europa Contact Centre , the multi-channel outsource contact centre is set to expand its workforce by 25 per cent as part of its overarching growth strategy. These include team leaders, business development managers, trainers, and call centre agent positions.

Multi-Channel 52

Multi-Channel Entertainment Groups Innovation 52

ShepHyken

JANUARY 8, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Predictions for 2023 by Dan Gingiss (Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts?

Customer Service 48

Customer Service Hotels Hospitality Social Media 48

ShepHyken

MARCH 21, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Stats About Post-Covid Customer Service by Blake Morgan. Chief on that list is updating customer service efforts. Our customer service research supports the theme. Here are my top five picks from last week.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

CSM Magazine

DECEMBER 6, 2022

“With customer service as a top priority for companies, and consumers open to new options, the payments landscape is primed to expand and evolve over the coming year.” AI becomes reality : Artificial intelligence will play an increasingly important role in enhancing the performance of the contact centre.

Multi-Channel 52

Multi-Channel Trends Omni-Channel Banking 52

CSM Magazine

FEBRUARY 11, 2021

Success depends on identifying and analysing trends then quickly developing effective solutions. Insights from these analytics-driven contact centres have been captured in a free to download ebook to help other businesses support different ways of working in turbulent times. The organisation saw increased customer satisfaction.

Analytics 59

Analytics Net Promoter Score eBook Case Study 59

CSM Magazine

APRIL 22, 2021

Delivering a great customer experience (CX) is the ultimate aim of contact centres but how do organisations stand out from the crowd? In this article, Magnus Geverts at Calabrio shows how to WOW customers in five easy steps and then invites you to test your knowledge in the Big CX Quiz on 5 May 2021. .

Self Service 52

Self Service Analytics Social Media Chatbots 52

CSM Magazine

SEPTEMBER 17, 2020

Exceptional customer service is the backbone of any good call centre. With competition high and client expectations higher than ever, it is crucial to stay ahead of the game and contact centres to use everything within their power to do so. But how exactly is this piece of software helping within call centres?

Analytics 52

Analytics Software Average Handle Time Customer Experience 52

CSM Magazine

JANUARY 26, 2022

PCI Pal , the global cloud provider of secure payment solutions for business communications, has today announced the details of its second annual Payments conference focused on the future of security and customer experience. A whitepaper detailing the key insights from the first annual conference can be found here. Meet The Experts.

Conference 52

Conference Government Industry Communication 52

CSM Magazine

JANUARY 28, 2021

PCI Pal , the global provider of cloud-based secure payment solutions, has today announced new details for its virtual conference on 24 th February 2021, where attendees from around the globe will engage in conversation and discover insights about the future of payment security and customer experience. About PCI Pal.

Conference 52

Conference Government Industry Communication 52