CSM Magazine

APRIL 26, 2024

Customers can now enjoy a seamless, 360-degree view of their end-users, enabling deeper insights and more personalised experiences. The joint solution saves time and resources, allowing organisations to focus on what matters most: their customers.

CRM 52

CRM Data Gamification Wait Times 52

Solvvy

APRIL 11, 2022

The most fundamental “R” that customer service teams must implement before anything else is to recognize. Customer service agents must recognize the customers’ complaints and emotions through the communication chain.

Self Service 91

Self Service Guidelines Customers Knowledge Base 91

Magellan Solutions

APRIL 22, 2021

On the other hand, a contact center keeps you in contact through any customer service channel. In the end, you must decide which of those channels are preferred by your customers. Voice vs. Digital Service. Engaged Customer Service Representatives. In a call center, agents will encounter irate customers.

Telecommunications 52

Telecommunications Call Center Self Service Contact Center 52

CSM Magazine

SEPTEMBER 17, 2020

The faster a customer’s issue is resolved, the better service they are receiving. With call times shortened, agents are free to answer more of these calls during the working day, reducing wait times, which is often a common complaint of customers.

Analytics 52

Analytics Software Average Handle Time Customer Experience 52

NobelBiz

FEBRUARY 22, 2023

They also enable you to identify top-performing agents objectively by using specific call center key performance indicators (KPIs) like wait times and first-call resolution rates for support agents or closure rates and deal value for sales reps.

Contact Center 52

Contact Center Analytics Data Call Center 52

Thematic

SEPTEMBER 24, 2024

Here's a few reasons why so many businesses now consider their VoC program a top priority: Enhanced Customer Experience VoC analytics helps businesses collect feedback from all sorts of places and get a clear view of how satisfied their customers are. A few years ago severe storms overwhelmed their customer service processes.

Voice of Customer 62

Voice of Customer Analytics Tools Strategy 62

DCX

JULY 30, 2024

Illustrating customer impact: Regularly share user stories and feedback, both positive and negative, to make the customer's voice heard in the development process. Example: A feature developed based on customer feedback led to a 30% increase in daily active users.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

DCX

JUNE 11, 2024

Thanks to the Digital Solutions Lab, HSBC customers can now enjoy seamless banking services and secure transactions through the HSBC mobile app. AI-powered chatbots handle millions of customer inquiries with ease, reducing wait times and boosting service efficiency.

Strategy 52

Strategy Gamification Case Study Innovation 52

Comm100

JANUARY 11, 2023

They are capable of capturing leads, booking meetings, routing chats, and more, in a conversational way that feels natural for customers. Voice bots that communicate with customers through digital voice and telephony channels using the latest machine learning AI to eliminate long wait times. Reduced costs.

Customer Service 245

Customer Service Self Service Chatbots Return on Investment 245