CSM Magazine

NOVEMBER 14, 2023

Changing Role of the Agent The reason for this paradox is when technology removes a large portion of administrative tasks from humans, agents must adapt to embrace increasingly complex customer inquiries, becoming true brand guardians with the power to influence corporate perception, enhance loyalty and boost profits.

Self Service 52

Self Service Average Handle Time Contact Center Training 52

CSM Magazine

DECEMBER 8, 2022

In this article, we will discuss CX strategy- what it is, why you need one and how to build one for your brand. As every brand action affects customer perception directly or indirectly, building a strategic CX plan will ensure a consistent brand experience and help retain customers.

Self Service 52

Self Service Net Promoter Score Strategy Effort Score 52

CSM Magazine

JULY 10, 2023

Demand on the Contact Centre Is Changing It’s the ability to take breaks but then it’s harder than ever before to be able to take breaks and there’s a lot of reasons for that; demand is high, occupancies are getting higher, average handle times are higher.

Average Handle Time 52

Average Handle Time Video Groups Technology 52

CSM Magazine

JUNE 25, 2021

Yet there’s also the cost that doesn’t immediately show up in your budget – the damaging effect WISMOs and WISMRs can have on customer loyalty and brand reputation. Today, roughly 50% of customers say they would switch to a new brand after just one bad experience.

Self Service 76

Self Service Tips Retail Average Handle Time 76

CSM Magazine

FEBRUARY 11, 2021

In addition to documenting the strategies of three brand leaders, the ebook also links to video case study presentations from each organisation. Using Calabrio Analytics, they identified that new agents had a higher proportion of calls with long and/or multiple hold times. These videos give further background and insights.

Analytics 59

Analytics Net Promoter Score eBook Case Study 59

CSM Magazine

DECEMBER 21, 2021

In our last blog, we revealed how customers crave speed, convenience and emotional empathy when interacting with their favourite brands, a paradox that threatens the status quo of today’s contact centre. Ross Daniels at Calabrio has a simple but effective checklist to humanise the customer experience using the latest tech innovations.

Technology 59

Technology Self Service Average Handle Time Analytics 59

CSM Magazine

MAY 17, 2021

Front line agents are often overlooked and under-valued, but there are few others within the business that know the brand, its customers and their issues better. Operational: first time resolution, average handle time, and escalation rate. To learn more, please visit qualtrics.com.

Customer Experience 59

Customer Experience Contact Center Average Handle Time Effort Score 59

Talkdesk

JULY 31, 2017

This conversation originally appeared in Opentalk magazine. You meet with customers all the time. Customers are switching services and switching brands rapidly. Average speed to answer and average handle time are great, but what you really want to do is avoid a second interaction.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

This conversation originally appeared in Opentalk magazine. You meet with customers all the time. Customers are switching services and switching brands rapidly. Average speed to answer and average handle time are great, but what you really want to do is avoid a second interaction.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

CSM Magazine

DECEMBER 18, 2021

If you go the extra mile and seek personalized, timely, insightful feedback from your customers, you can identify and improve contact center operations—and strengthen customer loyalty. CX professionals measure their company’s brand health in terms of customer satisfaction outcomes. 2021’s customers look for responsive CX in 2022.

Contact Center 52

Contact Center Average Handle Time Survey NPS 52

CSM Magazine

JUNE 1, 2018

Gartner recently found that by 2020, 55 percent of major brands will have some kind of AI initiative in place, many of which will be focused on customer service. Brands like KLM Royal Dutch Airlines, have already found ways to leverage AI to power their service operations and drive friendlier and more personal customer support interactions.

Customer Service 70

Customer Service Airlines Contact Center Average Handle Time 70

CSM Magazine

FEBRUARY 6, 2019

With the large volumes of contact center advisors still incentivized based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable. Customer experience (CX) has become a priority for the vast majority of organisations – or has it? Companies have two options: speed or quality.

Metrics 55

Metrics Customer Service Contact Center Social Media 55

Chattermill

JUNE 3, 2019

People now care more about relationships and experiences with brands and CEOs are starting to take notice, according to “Closing the Customer Experience Gap,” by HBR nearly three-quarters of business leaders (73%) said that delivering a relevant and reliable customer experience is critical to their company’s overall business performance today.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

CSM Magazine

FEBRUARY 21, 2024

The Group works with major brands worldwide, including Aegon, AXA Assistance, Bankia, BBVA, BGL, Caixabank, DHL, loveholidays, Marks & Spencer, Rentokil, Essent, GovTech, HomeServe, Sainsbury’s Argos, Telefónica, Think Money and Transcom Worldwide.

Groups 52

Groups Communication Average Handle Time Case Study 52

CSM Magazine

JUNE 10, 2022

Across hundreds of customers globally, brands such as Jet2, DHL and Ubisoft are achieving real, tangible quality assurance benefits. The enhancements that Conversation Analytics will bring to their already successful QA teams are unquestionably game changing for the industry.

Analytics 52

Analytics Average Handle Time Marketing Insurance 52

CSM Magazine

AUGUST 25, 2021

The Customer Satisfaction Score (CSAT) has become one of the the defining data points to evaluate consumer experience and brand growth. Customers demand immediate and accurate resolutions to their problems, and at times, agents succumb to this pressure in the absence of proper and organised information.

Customer Satisfaction 59

Customer Satisfaction Self Service Management Knowledge Base 59

CSM Magazine

JUNE 12, 2017

Rather than reducing staff or altering workloads, call centers should first look for a much more straight-forward approach to decrease operational expenses, such as reducing average handling time (AHT). AHT is the sum of talk time, hold time and call wrap-up time divided by the total number of calls.

Customer Experience 45

Customer Experience Call Center Average Handle Time Telecommunications 45

Michel Falcon Experience

FEBRUARY 11, 2019

I’m going to have a conversation with you and this is where I’m going to ask you to really think about the behaviors of your customers and anyone that interacts with your brand. It could be any, anyone that interacts with your brand. Every single major brand goes to this company called Luxotica. In Atlanta, Georgia.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

Michel Falcon Experience

MARCH 12, 2019

I applied for both, and then I was hired by both companies, and I chose one 1-800-GOT-JUNK because they had just won the Best Workplace in Canada Award by Maclean’s Magazine as a medium sized company. Food and Wine Magazine is the Bible of hospitality; they wrote about one of our venues our flagship location.

Culture 12

Culture Employee Engagement Company Engagement 12