CSM Magazine

JANUARY 23, 2023

The figure comes from research undertaken by business process outsourcing firm Sigma Connected , and digital collections and recoveries experts Arum, with the partnership surveying 50 UK companies about their use of human interaction and digital channels when engaging with customers.

Interaction 52

Interaction Multi-Channel Study Connections 52

Avaya

NOVEMBER 8, 2017

After surveying financial service institutions across 32 markets worldwide, the firm reported an average global bank relevance score of 75%. So strong, that the number of accounts at global financial institutions grew by 700 million between 2011 and 2014. Multi-channel. This can’t be several channels operating in silos.

Banking 40

Banking Omni-Channel Multi-Channel Self Service 40

BirdEye

OCTOBER 31, 2023

Customers today heavily depend on online review sites, public forums, and social media channels when choosing businesses. With the right reputation management company, businesses can proactively collect positive feedback across various channels, rather than merely reacting to negative reviews. “I I reviewed over 20 different offerings.

Company 109

Company Management Social Media How To 109

Comm100

MARCH 27, 2023

For teams tracking resolution analytics, routing can improve First Contact Resolution (FSR). Configure the bot’s settings, including: Bot name Language Supporting channels Bot avatar Chatbot sensitivity Choose which channels you’d like to enable the chatbot on. Multi-lingual support and live chat handoffs.

Chatbots 164

Chatbots Multi-Channel Knowledge Base Wait Times 164

Experience Matters

APRIL 7, 2015

Powered by the industry’s most sophisticated text analytics engine, Clarabridge collects and transforms all forms of customer feedback into intelligence, allowing businesses to activate the voice of the customer across the enterprise. Successful VoC programs need strong text analytics solutions. Clarabridge. Confirmit.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Grade.us

JUNE 2, 2020

Alternatively, you’re actively listening to unhappy customers so you can solve their problems, improve your own business, and illuminate a channel of open communicate. True private/white-label options for agencies and resellers, we even create private-labeled widgets, reports, and whitepapers you can use to grow your business.

Software 47

Software Management Net Promoter Score Multi-Channel 47

Currency Alliance

FEBRUARY 10, 2020

The multi-brand coalition model, in which most of the value can be realized by a grocer, has only partially taken hold in the UK, Canada, Australia and a few other markets. Its 2019 annual report attributes this to ‘…a refresh of the Clubcard app with Faster Vouchers functionality, with users up 34% year-on-year’.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52