CSM Magazine

NOVEMBER 7, 2018

Figures from Ofgem have revealed that the average number of complaints received by the leading utility companies per 100,000 customer accounts had decreased from 3,510 in Q1 2013 to 2,233 in Q1 2018, but the average number of complaints resolved by the suppliers by end of the next working day dropped from 81 percent to 60 percent in the same period.

Interaction 221

Interaction Telecommunications Customer Satisfaction Social Media 221

CSM Magazine

NOVEMBER 30, 2023

With real-time connected mobile app and back-office system, BigChange helped Burry improve both office and field efficiency, reduce paperwork, and improve customer service with better reporting and faster invoicing. Technicians and applicators are equipped with mobile devices which allows real-time communication between site and back-office.

Customer Relationship Management 52

Customer Relationship Management CRM System Report 52

CSM Magazine

APRIL 18, 2024

DSSL is also realising improvements in cashflow due to more timely and accurate invoicing and improved management reporting. ” DSSL customers are also noting the changes in the business with real-time sharing of information between the field and the office, and more detailed and comprehensive reporting.

System 52

System Management Customer Relationship Management CRM 52

Comm100

SEPTEMBER 28, 2021

That included tips on how to engage with leadership, collect feedback from your organization, and communicate change. The amount of logging and history that is reported is extremely helpful. With only phone and email support offered, CBS was missing potential donors that prefer the convenience of digital communications.

Customer Service 228

Customer Service Chatbots Banking Engagement 228

CSM Magazine

FEBRUARY 7, 2024

With more extensive reporting needs, often relating to health and safety procedures and compliance, JBC service delivery coordinators were facing processing bottlenecks. Previously, engineer gas compliance paper reports were sent into the office to be entered into SAP. ” According to JBC these savings are just part of the story.

Industry 52

Industry Customer Relationship Management CRM System 52

NICE inContact

SEPTEMBER 30, 2019

Companies that offer a remote work program report 63% less unscheduled absences ( PGI, 2013 ). A 2019 report on the state of remote work found that “remote work is here to stay” ( Remote.co, 2019 ). Customizable agent profiles and gamification can help create a virtual community among remote contact center agents.

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

Alida

DECEMBER 15, 2016

Between 2009 and 2013, annual hospital deals have increased 14 percent. In 2013, the average M&A deal was valued at $224 million —a significant jump from 2007’s $42 million. To foster cultural integration and a smoother transition, leaders must communicate and engage frequently with managers and employees.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

CSM Magazine

MARCH 27, 2024

The customisable workflows and job sheets, all accessible from the BigChange app, are reducing time-consuming paperwork, boosting on site performance and improving communication. Intelligent scheduling of engineers is improving operational efficiency and reducing travel times and costs.

Management 52

Management Customer Relationship Management CRM System 52

NICE inContact

AUGUST 21, 2019

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., Apple Chat or WhatsApp). And yet, it turns out customers like.

Contact Center 136

Contact Center Net Promoter Score Consumers Study 136

Kerry Bodine

JULY 31, 2018

I initially published my thoughts on the relationship between these disciplines back in 2013 when I worked at Forrester—and watched with amusement as people debated my Venn diagrams for years to come. They’re from 2012/2013, but the content is still relevant: From User Experience to Customer Experience. Isn’t UX a superset of CX?

Customer Journeys 120

Customer Journeys Conference User Experience Social Media 120

Call Experts

SEPTEMBER 8, 2023

In this section, we’ll delve into how a medical answering service like Call Experts can ensure compliance with HIPAA regulations and its vital role in healthcare communication. Secure Communication HIPAA officially requires that all electronic patient data secure in its transmission.

Healthcare 52

Healthcare Call Center Guidelines e-support 52

Magellan Solutions

FEBRUARY 15, 2024

Multilingual abilities – Call centers based in diverse regions have agents fluent in languages like Spanish to enable smooth communication. Case Study 1: Cigna Cigna, a global health services company, partnered with Teleperformance in the Philippines in 2013 to outsource some of its healthcare processes. from 2023 to 2030.

Call Center 52

Call Center Healthcare Company Hospitality 52

CSM Magazine

FEBRUARY 11, 2022

Using the BigChange platform, the West Midlands company has also reduced the resource required to manage its field service operation and has improved customer service with automatic job scheduling, reporting and invoicing. Since that day the support we have had from BigChange has been excellent.”. About BigChange.

Innovation 52

Innovation CRM Customer Relationship Management Financial 52

CSM Magazine

JANUARY 12, 2024

Customer details are entered into and maintained using the CRM function, ensuring the correct point of contact for correspondence and communication, and routine jobs are automatically allocated and planned, in advance, using intelligent scheduling algorithms.

CRM 52

CRM Customer Relationship Management System Travel 52

Experience Matters

MARCH 17, 2015

We compared the results of this survey to the results of similar surveys that we completed in Q4 of 2010, Q4 of 2011, Q4 of 2012, and Q4 of 2013. Download report for $195. The largest jump from last year is employee communications and engagement. Download report for $195.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

CSM Magazine

NOVEMBER 14, 2023

Customers are added to the CRM and categorised by type, which is proving useful for reporting and sales and marketing campaigns, and all staff and vehicles are managed through the BigChange system. Engineers can also access details of previous work as well as site-specific information, such as equipment manuals and diagrams.

CRM 52

CRM Customer Relationship Management System Resources 52

Qualtrics

OCTOBER 11, 2019

By building a culture of open and trusted communication, we can create a more engaging, creative, and authentic workforce where employees feel deeply connected to the goals and objectives of the organization. Open Communication Definition.

Culture 26

Culture Communication Multi-Channel Feedback 26

Experience Investigators by 360Connext

NOVEMBER 20, 2014

According to a Deutsche Bank report , during the last decade the SaaS category grew 11X in market cap value, and its share of the total software market capitalization grew from 2% to 14%. Much of what makes for exceptional experiences is simple, clear, and transparent communication.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

CSM Magazine

JULY 6, 2022

With field staff using mobile devices to connect to the back-office system, Envirocare has also reduced the time and resource required to quote on new work, report on completed work, issue invoices and respond to customer queries. Each system was standalone and sharing information between systems was cumbersome and timely. About BigChange.

Customer Relationship Management 59

Customer Relationship Management CRM System Resources 59

CSM Magazine

NOVEMBER 8, 2022

Customised worksheets such as tank cleaning reports and consignment notes can be completed simply by our engineers, which is complemented by easy access to important safety information such as method statements and risk assessments via the BigChange app,” he continued. ” About BigChange.

Customer Relationship Management 52

Customer Relationship Management CRM Advertising Resources 52

CSM Magazine

JANUARY 17, 2022

Using BigChange, Pinnacle has achieved a significant improvement in transparency and communication with clients by delivering live operational information and has overcome challenges resulting from the pandemic which saw a reduced workforce facing an increased workload. About BigChange.

Groups 52

Groups Customer Relationship Management CRM Financial 52

C3Centricity

APRIL 17, 2018

It’s called “15 Mind-Blowing Stats About Customer Centricity” and many of the research results reported are still valid today, so it’s definitely worth a read. Information is being gathered about us and our actions which can then be used to follow our behaviours, advertise to us or even communicate directly with us.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

CSM Magazine

DECEMBER 2, 2021

Since deploying the BigChange job management platform, Trustee has also been able to deliver significant improvements in customer service by providing digital, real-time reporting from service engineers using mobile devices linked to live vehicle tracking. However, it’s customer service where the greatest benefits are being realised.

Technology 52

Technology CRM Customer Relationship Management Financial 52

CSM Magazine

MARCH 1, 2022

Using BigChange, Morgans has achieved the highest levels of automation with the platform underpinning every aspect of the business including workforce management, customer communications, reporting and invoicing. About BigChange.

Customer Relationship Management 52

Customer Relationship Management CRM Financial Innovation 52

Vonage

OCTOBER 2, 2017

The Economist published a report sponsored by Salesforce on the customer-led economy in 2013, but four years on this phenomenon is only growing. Customer experience is now a key differentiator, so excellent customer communication, through both service and marketing, is essential. How can businesses adapt to consumer needs?

Social Media 120

Social Media Multi-Channel Consumers Connections 120

CSM Magazine

APRIL 21, 2022

“Before BigChange we had disparate systems and processes that were not joined-up and didn’t communicate. ” About BigChange: Launched in 2013 and based in Leeds, UK, BigChange is a leading Field Service Management Software Provider trusted by almost 1,700 field-based organisations around the world.

Customer Relationship Management 52

Customer Relationship Management CRM Software Resources 52

Beyond Philosophy

FEBRUARY 1, 2021

This trend is evident in many reports that I’ve come across recently: Accenture Strategy’s Global Consumer Pulse Survey 2019 revealed: that 65 % of consumers want businesses to take a stand on issues that are close to their heart. The year the company put that ad (2011), revenue grew by about 30% and a further 75% between 2013 and 2018.

Marketing 147

Marketing Hospitality Hotels Consumers 147

West Monroe

JULY 13, 2022

Buyers are spending hundreds of millions of dollars each year on due diligence, and synergy estimates in deals have set record highs every year since 2013. But now the oracles are foretelling a graver picture: The Fed has already communicated the highest single rate hike since 1994. Synergy estimation must be getting better, right?

Management 52

Management Case Study Financial Measurement 52

TechSee

JANUARY 24, 2019

With live video chat support, face-to-face communication is established between agent and customer. This is ideal for customers looking to make travel arrangements, change the details on their hotel stay, report a defect in a purchase or see a product demo. Live video chat support.

Video 141

Video Contact Center Financial Call Flow 141

Vonage

JULY 31, 2017

The Economist published a report sponsored by Salesforce on the customer-led economy in 2013, but four years on this phenomenon is only growing. Customer experience is now a key differentiator, so excellent customer communication, through both service and marketing, is essential. How can businesses adapt to consumer needs?

Social Media 120

Social Media Multi-Channel Consumers Connections 120

NobelBiz

MAY 25, 2023

In 2013, the CDP Institute was founded to help educate marketers about the technology and its benefits. Look for features like: Customizable reporting templates Predictive analytics and AI-driven insights Data visualization tools A user-friendly interface is essential in call center software for customer data platforms.

Call Center 98

Call Center Software Data Contact Center 98

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. While nearly half of marketers agree personalization is key to growth, eConsultancy reports only 37 percent of customers say their favorite retailer understands them.

Retail 111

Retail Customer Experience Social Media Poor Customer Service 111

Customer Interactions

FEBRUARY 21, 2013

But in a world where a telephone call is just one of many different ways we communicate with each other could things be about to change? They have recognized that these sites can be powerful communication channels through which they can share important information with the local community.

Communication 35

Communication Social Media Conference Video 35

C3Centricity

JANUARY 18, 2020

As the Interbrand report notes: “ Today, the world’s best brands are not positioned; they evolve together with the business along trajectories that align perfectly the Human Truths they serve, the Experiences they provide, and the Economics that sustain them. ”.

Brands 218

Brands Retail Consumers Innovation 218

Velaro

AUGUST 25, 2015

In a report by BI Intelligence , it was found that in 2013 up to 74% of online shopping carts were abandoned, totaling more than $4 billion in product abandonment! Not being able to hear a customer’s voice, nor see them in person automatically makes communicating with live chat very different than phone or in-person conversations.

Tips 113

Tips Abandon Rate e-support Software 113

Magellan Solutions

OCTOBER 31, 2018

In 2013, the team has processed around 40,000 certificates. Justine Luarca, also a team leader for the account, also added that communication is also crucial. “I I report real-time if we don’t have any queues left so the client would be able to add more [certificates] to the queue.”.

Insurance 49

Insurance Report System Meeting 49

Comm100

FEBRUARY 19, 2014

According to a Forrester Research report from March of 2013, voice remains the most widely used method by consumers with 71% stating this is their preferred choice when communicating with companies. Email is the third most widely used channel with 58% of online adults choosing this method of communication. May I Help You?

Customer Satisfaction 100

Customer Satisfaction Multi-Channel Social Media Comparison 100