CSM Magazine

JUNE 11, 2019

Social media is ingrained in the global population. billion and in the UK alone there are 45 million social media users. Of these, 39 million are mobile social media users. Historically, companies have used social media for building brand awareness and marketing. Social media for efficiency.

Social Media 40

Social Media Virtual Agent Analytics ROI 40

Lumoa

JUNE 23, 2021

In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

CSM Magazine

JULY 21, 2023

They are finding invaluable insights not in traditional market research, but in their contact centres, the bustling hubs of customer and colleague conversations. Contact centres have long been viewed as cost centres, dedicated to managing customer queries, complaints, and issues.

Customer Insights 52

Customer Insights Social Media Groups Chatbots 52

CSM Magazine

JULY 7, 2021

In Calabrio’s recent blog “Harnessing CCaaS and CRM solutions: what’s the missing link?”, This is especially true at enterprise-level scale or complexity, however, there is a link missing to harness the full customer journey. Voice is the common denominator. 3 reasons why voice matters for holistic customer journey mapping .

Customer Journeys 52

Customer Journeys CRM Omni-Channel Touchpoint 52

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. Arguably, in 2021 the industry experienced a seismic shift. These challenges will continue in the year to come.

Trends 98

Trends Industry Customer Service Chatbots 98

Inbenta

MAY 7, 2021

What is their preferred method of contact? When do they mostly get in contact with you? While customers appreciate politeness, knowledge of the product, and the ability to resolve issues – a quick response is prized above all. Failing to make the customer feel valued means losing potential customers and serious damage to your brand.

Customer Service 116

Customer Service Social Media How To Software 116

CSM Magazine

OCTOBER 3, 2023

Although ChatGPT has practical applications, we should take a cautious approach where we need to harness its power safely. ChatGPT as part of customer service transformation When it comes to answering customer queries in contact centres, for example, ChatGPT will undoubtedly be a valuable tool, providing 24/7 availability.

Multi-Channel 59

Multi-Channel Hospitality Social Media Training 59