CSM Magazine

MAY 9, 2024

In a recent panel discussion hosted at our Disrupt event in London , a group of industry experts explored how emerging tools and platforms are empowering companies to elevate their customer service to new heights. However, conservative thinking can sometimes stifle innovation. The key is empowering frontline staff to embrace change.

Innovation 52

Innovation Technology Customer Service CRM 52

InMoment XI

APRIL 24, 2024

At its core, a healthcare contact center is a centralized hub equipped with trained personnel and technology to manage inbound and outbound communications related to healthcare services. InMoment’s conversation analytics software offers a solution by expediting the process and delivering enhanced results.

Contact Center 260

Contact Center Healthcare Contact Center Software Insurance 260

MiaRec

MARCH 30, 2024

He then speaks to John Ortiz, Technology Sales Manager at MiaRec , who put the demo together, to go through some of the video’s key talking points. What’s next for MiaRec in terms of GenAI innovation? In the interview, Charlie and John discuss the advantages and practical uses of Generative AI Technology in CX industry.

Analytics 85

Analytics Contact Center Video Customer Satisfaction 85

Lumoa

MARCH 8, 2023

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. Addressing Customer Feedback Is Crucial Telcos, like many companies across industries, face the common problem of having multiple channels for collecting customer feedback.

Industry 208

Industry Customer Centricity Telecommunications Feedback 208

InMoment XI

FEBRUARY 2, 2024

On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. What’s particularly remarkable is that their expansive operation of over 600 locations and reviews is managed by a lean team of two.

Hospitality 260

Hospitality Call Center Retail NPS 260

InMoment XI

MARCH 5, 2024

Unstructured data, despite its inherent complexity, holds immense potential for various applications across industries. By leveraging advanced unstructured data analytics techniques, organizations can extract valuable insights and derive actionable intelligence from unstructured data. How is Unstructured Data Used?

Data 260

Data Customer Experience Social Media Analysis 260

C3Centricity

APRIL 23, 2024

Chief Marketing Officers (CMOs) face the dual challenges of managing budget constraints while also demonstrating the return on investment (ROI) of their marketing initiatives. Foster Creativity and Innovation It’s not all bad news! of company revenue to 9.1%

ROI 226

ROI Marketing Social Media How To 226

InMoment XI

JANUARY 12, 2024

More than just a technological innovation, conversational intelligence represents a paradigm shift how organizations understand, interpret, and harness the power of human conversations. By analyzing successful interactions, managers can identify best practices and provide targeted coaching to enhance the skills of their teams.

e-support 260

e-support Healthcare Multi-Channel Call Center 260

AWS Machine Learning

NOVEMBER 3, 2022

In Part 1 of this series, we discussed intelligent document processing (IDP), and how IDP can accelerate claims processing use cases in the insurance industry. We also look into how to further use the extracted structured information from claims data to get insights using AWS Analytics and visualization services.

Insurance 75

Insurance Analytics Industry e-support 75

One Millimeter Mindset

JANUARY 14, 2021

When you are managing teams for innovation, everyone focuses on creating better and better solutions. The concept and execution of managing for innovation is a hot topic in my keynotes, workshops and coaching. First, by focusing on innovation you and your team create outcomes which continuously meet client expectations.

Innovation 91

Innovation Management Leadership Meeting 91

InMoment XI

APRIL 27, 2023

InMoment announced today new innovative capabilities in the award-winning XI Platform for clients around the globe. If you simply want to learn more about our innovative products and services, a representative can answer your questions by completing the form below, and they’ll get right back to you.

Innovation 260

Innovation Feedback Analysis Resources 260

TechSee

NOVEMBER 20, 2018

Truck Rolls – or the need to dispatch a technician to a customer’s location for service – represent one of the largest costs in customer service operations, across a wide range of industries. Data Analytics: From reactive to predictive response. Every time technician is dispatched, the company incurs a significant expense.

Innovation 153

Innovation Technology Self Service Call Center 153

AWS Machine Learning

DECEMBER 19, 2023

Overall, ML use cases require a readily available integrated solution to industrialize and streamline the process that takes an ML model from development to production deployment at scale using MLOps. Data and model management provide a central capability that governs ML artifacts throughout their lifecycle.

Analytics 107

Analytics Training Government System 107

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

Call Center 105

Call Center Management Contact Center Wait Times 105

Qualtrics

JULY 29, 2021

Today is an exciting day— Qualtrics has agreed to acquire Clarabridge , the industry leader in omnichannel conversational analytics. And part of achieving that goal is being able to complement our organic innovation with smart acquisitions. We couldn’t be more excited to have the Clarabridge team join Qualtrics.

Omni-Channel 49

Omni-Channel Analytics Industry Innovation 49

Gainsight

MAY 24, 2022

Product managers know this all too well. Product analytics and behavioral data reveal more than just our habits. Perhaps more importantly, product analytics also shorten the time between data collection and product innovation. If you’ve ever been stuck in the endless loop of “What do you want for dinner?” “I

Innovation 105

Innovation Roadmap Analytics Meeting 105

CSM Magazine

JANUARY 2, 2024

These VIP patrons demand a personalized and seamless experience, and casinos can meet these expectations by leveraging data analytics. In this article, we will explore how casinos can use data analytics to enhance high roller customer service and ultimately drive business success.

Omni-Channel 52

Omni-Channel Analytics Data Customer Service 52

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. Then we’ll lay out seven steps to bring agile innovation to customer success. Why Bring Agile Innovation to Customer Success? Making CS management more responsive to real-time conditions.

Innovation 99

Innovation Customer Success Customer Journeys How To 99

SurveySensum

MARCH 20, 2024

Well, Customer Experience Management is the solution! Let’s start by understanding what exactly is a Customer Experience Management Software. What is a Customer Experience Management Software? Let’s now explore the top Customer Experience Management software companies to find the right match for you!

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

Magellan Solutions

JUNE 14, 2023

Disruptive innovation is crucial for businesses, enabling them to challenge existing market norms, create new opportunities, and gain a competitive edge. You can transform your business and customer experiences by offering innovative products or services. But what is the role of BPOs in disruptive innovation?

Innovation 52

Innovation Transportation Telecommunications Culture 52

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

NobelBiz

MARCH 12, 2024

To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). Introducing Unified Customer Experience Management (Unified CXM) Unified CXM is the practice of creating seamless and personalized experiences for customers across all support and marketing channels.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

Support EXP

OCTOBER 13, 2022

Dayton’s legacy – and its future – are based on innovation. Kettering revolutionized the auto industry with the electric self-starter (no more hand cranking!). So you could say innovation is in our blood. Or in the thin-crust, square-cut pizza that’s one of our yummier local innovations. Innovation is intentional.

Innovation 52

Innovation NPS Leadership Loyalty 52

Support EXP

OCTOBER 13, 2022

Dayton’s legacy – and its future – are based on innovation. Kettering revolutionized the auto industry with the electric self-starter (no more hand cranking!). So you could say innovation is in our blood. Or in the thin-crust, square-cut pizza that’s one of our yummier local innovations. Innovation is intentional.

Innovation 52

Innovation NPS Leadership Loyalty 52

CSM Magazine

JUNE 22, 2023

Calabrio , the workforce performance company, is proud to announce it has been awarded Workforce Innovation of the Year at the 2023 Customer Contact Week (CCW) Excellence Awards. Agent Empowerment and Scheduling: Grant is Calabrio ONE’s AI-enabled virtual assistant who has revolutionised scheduling for agents and managers alike.

Innovation 52

Innovation Customer Centricity Analytics Customers 52

NobelBiz

APRIL 2, 2024

They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more. With a focus on efficiency, scalability, and innovation, Enterprise Contact Center Solutions empower businesses to deliver seamless and personalized experiences to their customers.

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

CSM Magazine

MAY 23, 2023

Calabrio , the workforce performance company, today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation. “Joel is a force to have on board. “Joel is a force to have on board.

Innovation 52

Innovation Contact Center Customer Centricity Leadership 52

Ascribe

APRIL 10, 2024

In this episode, special guest Lara Rice, Managing Director of Ascribe, joins Chrissy and Gustav to discuss the evolution of coding within the market research industry, and at Ascribe how years of manual coding experience coupled with valuable feedback from customers on their needs have been fueling constant innovation.

Innovation 40

Innovation Industry Feedback Data 40

Circular Edge

FEBRUARY 26, 2024

To optimize Apparel Management solution, JD Edwards Warehouse solution, 3PL fulfillment integrations Koos Manufacturer upgraded with Circular Edge Successfully implemented Oracle JD Edwards Apparel Management solution in the US (a first). Koos Manufacturing, Inc. Better and accurate inventory visibility across Order to Cash process.

Apparel 40

Apparel Management Advertising Fashion 40

West Monroe

AUGUST 15, 2023

Artificial intelligence is rapidly becoming a force in the manufacturing industry, permeating various processes like semiconductors, software applications, and robotics. Emphasizing responsible implementation, the Manufacturing Leadership Council's Manufacturing in 2030 Project explored AI's opportunities and challenges in the industry.

Industry 52

Industry Leadership Government Report 52

West Monroe

AUGUST 15, 2023

Artificial intelligence is rapidly becoming a force in the manufacturing industry, permeating various processes like semiconductors, software applications, and robotics. Emphasizing responsible implementation, the Manufacturing Leadership Council's Manufacturing in 2030 Project explored AI's opportunities and challenges in the industry.

Industry 52

Industry Leadership Government Report 52

BirdEye

FEBRUARY 21, 2023

In this comprehensive guide, we’ll walk you through everything you need to know about social media management for local businesses. Table of contents Why social media is so important for businesses The most popular social media platforms today About social media accounts What is social media management? What is social media management?

Social Media 98

Social Media Management Multi-Channel Analytics 98

Clarivate

JUNE 29, 2022

In today’s knowledge economy, the intangible assets that stem from the innovation process account for a significant portion of a company’s value. This, in turn, means that managing and protecting these intangible assets – this knowledge, have become a part of an organization’s strategy. Effective knowledge capture and management.

Innovation 52

Innovation Leadership Strategy Culture 52

Magellan Solutions

DECEMBER 4, 2023

Imagine the opportunities that 24/7 hotel management brings to your establishment. The Essence of 24/7 Hotel Management 24/7 hotel management takes center stage, creating exceptional guest experiences. Defining 24/7 Hotel Management At its essence, 24/7 hotel management goes beyond usual time constraints.

Hotels 52

Hotels Management Hospitality Guest Experience 52

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

SurveySparrow

JUNE 27, 2023

Understanding customers can be tricky, but customer journey analytics tools are here to help. What is Customer Journey Analytics? Before we start, let’s understand what customer journey analytics is. Now, let’s look at the top 10 customer journey analytics tools.

Customer Journeys 52

Customer Journeys Analytics Tools Analysis 52

TechSee

FEBRUARY 19, 2019

One of the keys to innovation in this area is self-service technologies that enable customers to quickly and conveniently resolve problems on their own, especially from their mobile devices. Powering next-gen payments with advanced fraud and risk management, behavioral biometrics and digital tokens. Who’s there? What’s on the agenda?

Self Service 95

Self Service Innovation Telecommunications Consumers 95