CSM Magazine

AUGUST 8, 2023

Bob Dylan once sang, ‘The Times They Are a-Changin’ and when it comes to prioritising employee engagement, this is certainly true. One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before.

Employee Engagement 52

Employee Engagement Engagement Gamification Analytics 52

SmartKarrot

MARCH 10, 2022

In the wake of the remote working structure, the CIO has become responsible for creating an IT structure that is functional and customer centric. This has led to the CIO role expanding to include customer experience. They are responsible for customer marketing and content distribution.

Customer Experience 11

Customer Experience Net Promoter Score B2B Chief Customer Officer 11

NobelBiz

APRIL 18, 2023

For instance, McKinsey.com found that using advanced real-time analytics: reduced average handle time by up to 40%, increased self-service containment rates by 5 to 20%, cut employee costs by up to $5 million, boost the conversion rate on service-to-sales calls by nearly 50%, all while improving customer satisfaction and employee engagement.

Contact Center 52

Contact Center Call Center Management Gamification 52

SurveySparrow

DECEMBER 10, 2020

Digital transformation works on different aspects of an organization, including supply chain, workflow, customer and employee engagement, etc. A recent research study conducted by Gartner stated that in 2022 the RPA technology is expected to reach $2.4billion. ”- Neil Ward-Dutton.

Chatbots 52

Chatbots Social Media Survey System 52

Playvox

APRIL 27, 2023

Tackle Agent Attrition, Address Burnout With WEM In 2022, the average a gent turnover rate climbed as high as 30% for large customer service organizations. How customers perceive your brand is closely — and often entirely — based on the customer experience delivered by your contact center team.

Contact Center 52

Contact Center Trends Gamification Omni-Channel 52

ShepHyken

MAY 4, 2023

Customer service productivity is vital to meeting customers’ needs in 2023 and beyond. Not only is customer service productivity important for providing a good customer experience, it is also vital for business success. A high CSAT score is a sign of a customer-centric team that can meet the needs of its customers.

Exceptional Customer Service 62

Exceptional Customer Service Self Service Customer Service Net Promoter Score 62

Pointillist

OCTOBER 22, 2018

These algorithms provide all the auditory cues that you need to reveal valuable insights from customer feedback, so you can take action to improve customer experience throughout the customer journey. By 2022, your personal device will know more about your emotional state than your own family.” — Gartner. Emotion AI. “By

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

BirdEye

MAY 17, 2023

They also are excellent tools for employee engagement and loyalty, which in turn, boosts productivity. Digital tools and enhancements to the platform continue to “bring the world closer together” in a real way, connecting people and brands that wouldn’t otherwise be able to engage. How to write a mission statement?

Examples 98

Examples Innovation Sports Social Media 98