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In Choosing a CRM, Company Culture Reigns King

CSM Magazine

C-suite members often fail to consider an organization’s culture, and how this would impact their ability to embrace a tools UX and service. For that reason, it is incredibly important to train that service culture into every aspect of your company, especially those that touch its prospects and customers in any way. Transparency.

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Artificial Intelligence and the Customer Journey

Horizon CX

A recent article from TechTarget states; “Artificial intelligence is the simulation of human intelligence processes by machines, especially computer systems. Specific applications of AI include expert systems, natural language processing, speech recognition, and machine vision.”

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5 Ways to Connect the Learner’s Journey to the Employee Journey

Experience Investigators by 360Connext

A tutorial, gamifying the adoption of the tools, or a buddy system to help get everyone comfortable would go a long way to help! A tutorial, gamification, or a buddy system to help get everyone comfortable can go a long way to help! It’s not enough to say you allow for two seminars a year. Click To Tweet.

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A Short Guide to Understanding the Key Stages of HR Onboarding

CSM Magazine

When a new recruit joins your company, his mind is loaded with questions about their assigned role, the company, the processes, and the culture; an effective onboarding program is designed to answer all these queries and helps them or in preparing for a better future in the organization. Phase 2: Welcoming New Hires.

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Guest Post: 5 Contact Center Best Practices That Make Clients Happier

ShepHyken

IVR systems make it possible to collect information about a client when they call. Cultivate a continuous learning culture. Refresher courses, seminars, and other product knowledge dissemination activities should be a staple of contact center work routines. Adopt new tools quickly (IVR systems). Invest in your agents.

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Contact Center Fraud: A Guide to Identification and Prevention

CSM Magazine

Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems. Phishing and vishing : Unsolicited emails or phone calls are used to obtain sensitive information, often by directing victims to spoofed websites or automated voice response systems.

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Purpose-Driven Leadership For Superior Customer Service

Micah Solomon

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. [Originally published in Forbes.com. Here are three ways to reach Micah: email, chat, web). The engineer on the ladder. email, chat, web).