CSM Magazine

SEPTEMBER 17, 2020

Exceptional customer service is the backbone of any good call centre. One of these technologies is the use of powerful voice analytics , a form of AI that helps to improve customer experience and help to alleviate pressure on agents and managers. Average handling time is a metric that is measured by all contact centres.

Analytics 52

Analytics Software Average Handle Time Customer Experience 52

CSM Magazine

AUGUST 30, 2022

When it comes to customer experience transformation, the discussion tends to focus on faster and more efficient digital channels. But unless brands fully integrate voice into customer journeys, it’s hard to claim that they provide a fully joined-up customer experience.

CRM 98

CRM Average Handle Time Groups Omni-Channel 98

COPC

AUGUST 4, 2016

I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center , to be an interesting one because it discusses some of the changes in our industry that are being made possible by process and technology, but with an eye to improving the customer experience. By Leonard Klie – CRM magazine.

Contact Center 40

Contact Center Average Handle Time CRM Call Center 40

CSM Magazine

MAY 17, 2021

Customer experience is more important than ever. As already-high customer expectations continue to evolve, businesses need to pivot rapidly to meet them. And with so much still in flux, that’s not set to change any time soon. To improve customer experience, contact center leaders need to first improve agent experience.

Customer Experience 59

Customer Experience Contact Center Average Handle Time Effort Score 59

CSM Magazine

NOVEMBER 14, 2023

Faced with this dramatic rise in AI-driven tech for customer service, you might expect the number of agents to decrease but therein lies an interesting paradox. The response from 400 contact centre managers around the world is clear and reflects Calabrio’s own conversations with customers. Calabrio is a trusted ally to leading brands.

Self Service 52

Self Service Average Handle Time Contact Center Training 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

FEBRUARY 11, 2021

Insights from these analytics-driven contact centres have been captured in a free to download ebook to help other businesses support different ways of working in turbulent times. Case studies from Thomson Reuters and other Calabrio customers putting analytics to work are featured. The organisation saw increased customer satisfaction.

Analytics 59

Analytics Net Promoter Score eBook Case Study 59

CSM Magazine

JULY 16, 2020

The sudden need to enable remote working has impacted all companies and operations, and customer service is no different. We are also seeing more and more organisations working to improve customer self-service options through digital channels. This has not been the only change contact centres have been forced to contend with.

Omni-Channel 59

Omni-Channel Financial Self Service Customer Experience 59

CSM Magazine

JULY 16, 2020

The sudden need to enable remote working has impacted all companies and operations, and customer service is no different. We are also seeing more and more organisations working to improve customer self-service options through digital channels. This has not been the only change contact centres have been forced to contend with.

Omni-Channel 52

Omni-Channel Financial Self Service Customer Experience 52

CSM Magazine

JANUARY 25, 2022

In addition, organisations claim they are three times more likely than before the crisis to say that at least 80% of customer interactions are now digital in nature. It’s a common enough mistake but what about the customer? Look from the outside in to establish what really matters to your customers and your employees?

Average Handle Time 52

Average Handle Time Roadmap Interaction Technology 52

CSM Magazine

JUNE 1, 2018

In industries where companies depend on customer service excellence, success is driven by the right people, processes, and a cultural commitment to customer satisfaction. . Increasingly we see companies turning to artificial intelligence tools in order to, enable and drive an effective and friendly customer service operation.

Customer Service 70

Customer Service Airlines Contact Center Average Handle Time 70

CSM Magazine

DECEMBER 21, 2021

In a digital-first era, how do organisations show customers they care? Ross Daniels at Calabrio has a simple but effective checklist to humanise the customer experience using the latest tech innovations. These double-edged customer expectations also present a unique opportunity to empower agents and enhance CX.

Technology 59

Technology Self Service Average Handle Time Analytics 59

CSM Magazine

JUNE 25, 2021

David Grimes, CEO and Founder of Sorted offers some key tips to retailers on how to reduce high WISMO and WISMR contact rates while at the same improving the customer experience. When considering how long it takes to resolve queries and how many employees it requires to support customers, each WISMO or WISMR contact can cost around £4 and £6.

Self Service 76

Self Service Tips Retail Average Handle Time 76

CSM Magazine

DECEMBER 12, 2019

Every year organizations invest millions to deliver a high-quality customer experience (CX) during their seasonal periods. These are just two examples – but with a strong economy putting more money in your customers’ pockets, their propensity to buy, travel, or make other purchases during these peak periods is expected to grow.

Customer Experience 52

Customer Experience Tips Self Service Average Handle Time 52

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. This conversation originally appeared in Opentalk magazine. You meet with customers all the time. I think the scope of what customers were looking to change back then was much different. It’s all about the customer.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

CSM Magazine

OCTOBER 6, 2021

Calabrio , the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). Calabrio is proud to recognise and support the strides our customers are making in more human-centric interactions.

Conference 52

Conference Analytics Net Promoter Score Average Handle Time 52

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. This conversation originally appeared in Opentalk magazine. You meet with customers all the time. I think the scope of what customers were looking to change back then was much different. It’s all about the customer.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

CSM Magazine

FEBRUARY 6, 2019

Customer experience (CX) has become a priority for the vast majority of organisations – or has it? 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. Companies have two options: speed or quality.

Metrics 55

Metrics Customer Service Contact Center Social Media 55

CSM Magazine

APRIL 12, 2018

Cindy Solomon reveals how leaders can play a key role in supporting their staff and customers in a crisis. This is how long I waited for a customer service rep at Virgin America when my flight was canceled. And like any major disruption, both the customers and employees were caught in the middle. 82 minutes….

Leadership 40

Leadership Average Handle Time Airlines Metrics 40

CSM Magazine

OCTOBER 30, 2019

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio company, says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences.

Customer Experience 40

Customer Experience Self Service Contact Center Average Handle Time 40

CSM Magazine

JANUARY 12, 2021

Customer service leaders and chief information officers (CIOs) are often asked what are they doing about artificial intelligence and automation. Do they centre around increasing customer engagement? Perhaps your objectives are more qualitative and based on measures of customer satisfaction, customer effort and customer lifetime value?

Self Service 52

Self Service Average Handle Time Automotive Chatbots 52

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. As CX professionals, we can do better.

Contact Center 52

Contact Center Average Handle Time Survey NPS 52

CSM Magazine

JUNE 20, 2019

Coveo is launching its new Coveo for ServiceNow solutions, bringing a whole new level of enterprise content access and relevance into the interactions between agents using ServiceNow and their customers. Coveo has a strong track record of improving critical measurable business outcomes for Global 2000 customers. 35% Fewer Escalations.

Technology 40

Technology Self Service Average Handle Time Contact Center 40

CSM Magazine

APRIL 5, 2018

Priya Iyer, Chairman & CEO at Vee24 looks at the the growing trend of AI in the contact centre and how it will affect the customer experience. Or can contact centres start to leverage the move towards AI and create a more customer-focused environment that will result in higher levels of customer care?

Customer Care 40

Customer Care Chatbots Average Handle Time Video 40

CSM Magazine

OCTOBER 15, 2018

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. In the process, staff leave along with customers and it takes much longer to get both back again.

Contact Center 56

Contact Center Self Service Average Handle Time Travel 56

Chattermill

JUNE 3, 2019

Customer Experience Measurement: Which Metrics Should You Focus On? customer experience. In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. customer experience metrics. Most likely very few times. by Sam Frampton.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

TechSee

JUNE 4, 2019

Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. Contact center decision-makers understand that better tools are the key to improving agent performance and reducing call center training times.

Call Center 117

Call Center Training Technology Gamification 117

CSM Magazine

NOVEMBER 3, 2023

Ganpath Thanumoorthy, Senior Vice President and Head of Customer Experience at Firstsource , explains what operations leaders need to know to grasp the opportunity behind the buzzword – and reap the benefits of early adoption. Early adopters have the power to set new standards for customer service. Here’s why.

Customer Service 52

Customer Service Average Handle Time Competitive Advantage Social Media 52

CSM Magazine

FEBRUARY 21, 2024

VoiceAbility, a leading voice and rights charity supporting vulnerable people for over forty years, has partnered with customer experience experts Sabio Group to implement innovative Amazon Connect and Salesforce technologies.

Groups 52

Groups Communication Average Handle Time Case Study 52

eGain Blogs

JUNE 1, 2021

Moreover, traditional training and onboarding programs have been disrupted across all functions, customer service included. Moreover, when COVID broke out, many companies deployed staff from outside the customer service organization to stem the tide of customer service calls. How does it add value for end customers?

Management 52

Management Contact Center Self Service Average Handle Time 52

eGain Blogs

JUNE 1, 2021

Moreover, traditional training and onboarding programs have been disrupted across all functions, customer service included. Moreover, when COVID broke out, many companies deployed staff from outside the customer service organization to stem the tide of customer service calls. How does it add value for end customers?

Contact Center 52

Contact Center Self Service Average Handle Time Analytics 52

CSM Magazine

MARCH 28, 2023

It will reduce the time it takes to evaluate calls with customers and improve the consistency of scoring. Using Chat GPT, SmartScore can evaluate any conversation across any channel in less than 10 seconds, building custom scorecards and automatically sending ‘evaluations to be completed’ to assessors’ inboxes.

Industry 52

Industry Average Handle Time Competitive Advantage Insurance 52

CSM Magazine

JUNE 10, 2022

Designed and built with its’ actual customers, this is the first analytics product available to the Contact Centre market that has real user cases at the heart of its functionality. Across hundreds of customers globally, brands such as Jet2, DHL and Ubisoft are achieving real, tangible quality assurance benefits. About EvaluAgent.

Analytics 52

Analytics Average Handle Time Marketing Insurance 52

CSM Magazine

SEPTEMBER 28, 2021

Built on Kore.ai’s Enterprise-Grade No-code Platform, SmartAssist Accurately Responds to Sophisticated Conversations Across Voice or Digital Channels to Quickly Resolve Customer Issues. Long hold and wait times can anger already frustrated customers, creating a poor user experience and negatively impacting customer satisfaction.

Contact Center 52

Contact Center Average Handle Time Wait Times Healthcare 52

CSM Magazine

AUGUST 25, 2021

Customer satisfaction can be defined as how happy customers are with a company’s products, services, and capabilities. Learn how a Knowledge Management system can help keep your customers satisfied. While the marketing, pre-sales, and sales processes add to customer satisfaction, customer service heavily influences CSAT scores.

Customer Satisfaction 59

Customer Satisfaction Self Service Management Knowledge Base 59

CSM Magazine

JUNE 12, 2017

Executives often hone-in on the call center as a prime place to begin cutting costs, but are challenged with how to do so, without negatively impacting the customer experience. 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

CSM Magazine

JUNE 23, 2021

According to a recent McKinsey report, the overall cost of an intelligent customer support strategy is small compared to the long term benefits it provides. Accelerated digital transformation strategies leads to an increased volume and variety of digital data that overwhelms customer support operations.

Average Handle Time 52

Average Handle Time Technology Tools Report 52