CSM Magazine

MARCH 16, 2022

PCI Pal , the global provider of cloud-based secure payment solutions – has supported restaurant group Fridays UK with the implementation of its PCI Pal Agent Assist solution, to ensure full PCI compliance when handling customers’ telephone-based card payments. It’s been a really good experience.”

Groups 52

Groups Multi-Channel Guest Experience Government 52

CSM Magazine

APRIL 1, 2022

Sabio Group, the digital customer experience (CX) transformation specialist, has expanded its partnerships with Google Cloud and Twilio by building a new solution to rapidly deploy Google Cloud Contact Center AI (CCAI) across the Twilio Flex platform. ” About Sabio. . ” About Sabio.

Groups 52

Groups Virtual Agent First Call Resolution Contact Center 52

CSM Magazine

APRIL 26, 2022

Avaya has announced an enhancement to Avaya OneCloud to dramatically reduce the complexity associated with virtualizing customer interactions. Recent Avaya research with Ipsos indicates that based on their last interaction with a virtual agent, only 1 in 3 customers would recommend that business to others.

Virtual Agent 52

Virtual Agent Self Service Wait Times NPS 52

NobelBiz

JANUARY 9, 2024

In this article, we’ll explore how PRI and SIP can be a game-changer in your call centre’s success, ensuring swift and satisfactory results. This technology aggregates calls from national, regional, and local telephone operators, managing them through a private branch exchange (PBX) system.

Telecommunications 103

Telecommunications Contact Center Call Center System 103

CSM Magazine

SEPTEMBER 30, 2022

26-29), after two years of virtual sessions. The event celebrated companies charting the future of agent and customer engagement using Calabrio ONE through the annual Calabrio Analytics Competition and the ONE Awards. Winner: Saves thousands of dollars by eliminating 9,000 repeat calls and cutting cost per call.

Analytics 52

Analytics Net Promoter Score Self Service Effort Score 52

CSM Magazine

OCTOBER 5, 2021

This year Calabrio’s annual conference, focused on The Connected Workforce, is being held as a virtual event, Oct. Calabrio previously surveyed agents on the same topic in 2017. This year’s findings reveal that contact centres must prioritise agent retention and engagement or face a dangerous cycle of attrition.

Report 52

Report Study Conference Connections 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. Reporting Findings Webinar.

Return on Investment 52

Return on Investment Social Media Culture Contact Center 52

CSM Magazine

MARCH 22, 2023

The Democratisation of AI Continues At Sabio, we’re excited about the impact that these tools could have on customer service and customer experience in the contact centre – a topic that our Chief Innovation Officer, Stuart Dorman, discussed at our recent Disrupt event. billion in venture capital investment.

eBook 52

eBook Chatbots CRM Groups 52

CSM Magazine

AUGUST 5, 2021

The trend towards flexible workforces has exaggerated the complexity of running a modern contact centre. This places immense pressure on managers by adding an extra layer of complexity to the already complicated business of running a contact centre. 5 Ways to Simplify the Agent Experience.

Gamification 59

Gamification Metrics Analytics System 59

CSM Magazine

FEBRUARY 11, 2021

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 Calabrio ebook gives practical advice on: Remote agent onboarding and training. The organisation saw increased customer satisfaction.

Analytics 59

Analytics Net Promoter Score eBook Case Study 59

CSM Magazine

OCTOBER 6, 2021

This year, Calabrio is focusing sessions on the Connected Workforce and for the second year in a row, C3 is being held as a virtual event. From there it celebrates those driving improvements for agent experience, using AI-driven analytics to surprise and delight customers, and creating connections with the wider enterprise.

Conference 52

Conference Analytics Net Promoter Score Average Handle Time 52

CSM Magazine

JANUARY 19, 2023

Within a home, the ‘home device tool’ sits there waiting to be called upon. However, within a contact centre, the tool is acting as the business’ virtual advisor for hundreds – if not thousands – of conversations on an hourly basis. For example, UK English is not really UK English.

Technology 52

Technology Self Service Entertainment Groups 52

Eptica

JULY 22, 2020

Listen to your frontline staff Customer service agents and managers spend their days dealing first-hand with queries and issues from consumers. Start by asking both agents and managers these nine key questions: 1. Which channels can customers contact your business on? How is your contact centre set up?

Self Service 71

Self Service Customer Service Social Media Resources 71

CSM Magazine

DECEMBER 15, 2020

Certainly, at Calabrio we have seen how COVID-19 has triggered extreme opportunities and challenges for contact centres. M any team leaders have become ‘mother hens’ to their work-at-home agents, caring for their wellbeing and motivation. Are agents in the right place at the right time? However, flexibility remains key.

Management 52

Management Self Service Gamification e-support 52

CSM Magazine

OCTOBER 12, 2021

Amazon Connect customers will now have access to PCI Pal’s solutions, including Agent Assist , IVR and Digital products, through an integrated offering allowing for PCI compliance and payment security across their entire omnichannel communications mix.

Connections 52

Connections Omni-Channel Government Communication 52

CSM Magazine

JULY 21, 2020

Recruiting and onboarding new staff in line with social distancing is uncharted territory, but using cloud contact centre solutions can get you off to a good start. For contact centres still inundated with customer calls, how do they transform novice agents into fully fledged members of a high-performing team as quickly as possible?

Gamification 52

Gamification Handbook Social Media Video 52

CSM Magazine

FEBRUARY 2, 2021

EVO Payments International GmbH, trading as BOI Payment Acceptance, provides acquirer services including payment terminals and online payment services, including payment gateway, virtual terminal and other products, which are designed to make electronic payment acceptance easier for merchants and attractive to businesses of any size.

Self Service 78

Self Service Banking Chatbots Policies 78

Playvox

AUGUST 8, 2022

But the trend also disproportionately impacted contact centers and customer support organizations. According to Salesforce, 71 percent of service agents considered leaving their jobs in the recent past. If every one of these agents acted on that thought, service centers would be gutted. How to Retain – and Hire – Great Agents.

Contact Center 78

Contact Center How To Leadership Trends 78

CSM Magazine

OCTOBER 6, 2020

The three-week engagement included the deployment of a remote outbound contact centre for agents working from home in just two weeks using Amazon Connect. This immediately reduced queue waiting times by allowing customers to opt for a prompt call back from an agent instead. We’ve been so impressed with ECS.

Connections 52

Connections Self Service Consulting Analytics 52

eGain Blogs

NOVEMBER 12, 2021

November 15-18, 2021 | Virtual. In addition to attending the keynote, visit our virtual booth to chat with our representatives about our rich capabilities for knowledge-powered digital customer engagement, best practices, and at-scale client success stories. Call & Contact Centre Expo 2021. Avaya ENGAGE 2021.

Self Service 52

Self Service Conference Customer Experience Contact Center 52

CSM Magazine

OCTOBER 28, 2020

This year, C3 was held as a virtual event. Calabrio announced the winners of its analytics competition, which celebrates companies using Calabrio Analytics to turn contact centre data into compelling insights and drive more human interactions between contact centre agents and customers.

Conference 40

Conference Analytics Net Promoter Score Effort Score 40

CSM Magazine

JUNE 16, 2020

As contact centres evolve as a result of COVID-19, Thomas Rødseth, Chief Technical Officer at Puzzel says now is a critical time to keep frontline staff safe and motivated. WFM is a powerful morale-boosting tool for agents. What comes first: happy customers or happy employees? Provide purpose and tools.

Employee Engagement 52

Employee Engagement Omni-Channel Engagement Strategy 52

COPC

MARCH 23, 2020

Contact workathome@copc.com for support in setting up your Work-At- Home operations. The COVID-19 crisis is impacting the contact centre and BPO industry all around the world. In countries such as the UK, the US, India and South Korea, call centres have already reported cases of COVID-19 among staff and have been shut down.

How To 52

How To Policies Consulting Government 52

Inbenta

FEBRUARY 27, 2020

Discretion: calling a bank or insurance company contact centre while being at work would probably not be appreciated by our colleagues (and even less so by our boss!). A 24/7 channel: we can send emails whenever we need to and we can read the answer in detail whenever we want, which is not the case for phone calls.

Self Service 75

Self Service Management Knowledge Base Contact Center 75

CSM Magazine

JUNE 11, 2020

As fears over coronavirus fuel a sudden spike in contactless transactions, Rob Crutchington explores the vital role of IVR to deliver fast, secure card payments that boost agent performance and customer confidence. This means agents are able to deal with more customers and spend less time on taking payments. Reduced processing costs.

Omni-Channel 52

Omni-Channel Self Service CRM Customer Confidence 52

CSM Magazine

DECEMBER 1, 2020

This search for alternative methods of response is one of the reasons why live chat is growing exponentially, quickly overtaking voice calls, social media and email as the preferred method of communication. Statistics tell us that customers choose chat for convenience and shorter wait times, unlike voice calls. Abbie Heslop of EBI.AI

Automotive 69

Automotive Transportation Social Media Insurance 69

CSM Magazine

FEBRUARY 8, 2022

The inaugural CX Awards is a global awards event that celebrates Customer Experience within the contact centre industry, which aims to recognise exceptional talent, organisations and technology that support the overall customer experience. The winners will be announced in a virtual ceremony on 17 February 2022 at 16:00 GMT: [link].

Innovation 52

Innovation Customer Base Communication Industry 52

Eptica

AUGUST 5, 2020

Secondly, customers are likely to require additional reassurance , which means you need to have agents available to help, especially when it comes to more complex queries. Therefore, look to increase available resources by freeing up agent time by implementing web self-service. Published on: August 05, 2020.

Resources 112

Resources Self Service Customer Service Knowledge Base 112

CSM Magazine

NOVEMBER 3, 2020

Fortunately, AI-driven solutions such as virtual assistants can be trained to answer generic questions accurately and swiftly, taking immense pressure off organisations with sky-high contact volumes and shrinking teams. Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service.

Poor Customer Service 105

Poor Customer Service Customer Service Insurance Automotive 105

CSM Magazine

AUGUST 5, 2020

Can Artificial Intelligence (AI) really deflect calls away from the contact centre? Research suggests that the majority of calls coming into local government contact centres are about revenues and benefits, waste and recycling, planning and highways. Henry Jinman of EBI.AI

Government 52

Government Self Service Chatbots Automotive 52

Inbenta

MAY 7, 2021

You should also find out how your customer service agents feel about their own performance. Work out how you can guarantee that agents respond within the optimum time, and how you will ensure accountability. What is their preferred method of contact? When do they mostly get in contact with you? If so, why?

Customer Service 116

Customer Service Social Media How To Software 116

CSM Magazine

DECEMBER 14, 2021

Rather than waiting for a customer service representative to answer the phone or react to an email, AI-enabled chatbots and virtual agents are constantly accessible and can respond to consumer enquiries in minutes, if not seconds. Faster Response Times. Interactions Will be More Personalized. 24-hour Service. 24-hour Service.

Virtual Agent 52

Virtual Agent Customer Service Chatbots Customer Service Representative 52

CSM Magazine

AUGUST 18, 2021

In the first blog in this series, we introduced the importance of adding simplicity to the contact centre. We revealed how the trend towards flexible workforces can impact agent satisfaction, recruitment and retention as people threaten to quit their jobs rather than return to the office. These are: 1.

Resources 52

Resources Touchpoint Technology Employee Engagement 52

Magellan Solutions

JULY 9, 2021

What are the different Philippines call center services and how much can you expect them to be? There are different services provided by call center. What do you get when you outsource inbound call center services ? Inbound Calling. Virtual Receptionist Service. Intercepting unwanted sales calls.

Call Center 52

Call Center Contact Center e-support Insurance 52

ViiBE Blog

MAY 20, 2021

Through implementing features such as live video support and AR, the support agent can see exactly what the customer sees at the time of consultation, making it far easier for them to understand the issue the customer is facing, uncover its root cause and act upon it in a matter of minutes. What is remote visual support?

First Call Resolution 52

First Call Resolution Transportation Average Handle Time Contact Center 52

SurveySparrow

MAY 23, 2021

AR allows the buyers to have a virtual experience of owning and using the product much before making the actual purchase. It takes place between the real and virtual worlds through accurate 3D virtual and real objects. b) AR offers the virtual dressing rooms. ” -Wikipedia. c) Interactive packaging technology.

Self Service 59

Self Service Customer Experience e-support Apparel 59

CSM Magazine

JULY 16, 2020

Through its ability to capture, analyse and learn from massive amounts of data, AI should be at the centre of every enterprise serious about creating amazing customer experiences. Virtual Customer Assistants (VCAs) for example, are a bonus to customer service departments through their ability to cross-sell, upsell and prevent agent churn.

Insurance 59

Insurance Industry Automotive Transportation 59