The latest news for the customer service industry. CSM brings you industry news, views and opinion that keeps you up to date in the world of customer service management and experience..
Indian Bank HDFC has launched an artificial intelligence-driven chatbot for customer service called Eva. Eva can answer millions of customer service questions over multiple channels and is thought to be India’s first AI chatbot for the banking industry. The chatbot Analyzes and learns from thousands of sources and is able to provide simple answers on … Read more
For the Co-op Membership team, one award simply isn’t enough! This recognised and high performing call centre team are reaching for the stars with the Buzz resilience training they have completed..
FM Outsource announced the launch of its new Cost Reduction Calculator this week. As specialists in creating bespoke customer experience solutions, FM developed the calculator to help businesses evaluate the savings they can make. This shows businesses it is possible to transform their existing call centre into a contact centre that focuses on other customer … Read more
These are 5 common customer experience mistakes and how to steer clear of them..
The coming year will see a demand for CRM solutions to enable deep personalisation across four key levels..
In 2016, the questions of ownership and business impact of customer experience management are still open. Learn more from the CRM consulting perspective..
The latest results of the Net Happiness Score survey of the MSPA (Mystery Shopping Providers Association) Europe of 43,775 stores show a decline in the quality of employee engagement, with an average score of 31%, compared to 34% last quarter..
The ultimate guide to utilising customer insight, data & analytics to excel at customer experience..
Many organizations are already using live chat to make patients’ lives easier by scheduling appointments, discussing billing issues, or locating essential information quickly and easily. But how do you protect patient privacy?
Bright report reveals how UK industries perform when it comes to customer service..
Failing to provide satisfactory customer service is becoming an increasingly costly mistake for businesses..
CX network in partnership with Telecoms IQ are extremely excited to announce that the agenda for CEM in Telecoms Global Summit 2017 is now available to download!
In the rapidly-evolving world of digital marketing the job itself has undergone a dramatic transformation from pre-digital days..
For the most part, government has no competition. Have a great idea and need a patent? You’ll need to submit it to the U.S. Patent & Trade Office. Remodeling your home? You’ll need a permit from your city’s zoning office. And if you’re negotiating late fees for your federal taxes, you’ll be talking with the … Read more
After more than a decade as the USA’s leading customer service and contact event, CCW (Customer Contact Week) is coming to Europe in 2017 for the first time ever. Now Europe will be able to experience CCW, the main destination where customer care, service and experience professionals unite to learn, be inspired and make long … Read more
Read on for some tips to increase your rate of customer referrals today..
When working in sales, training is important and should be something that is implemented regularly..
CRM consulting practitioners rethink short-sighted marketing concepts to prove that holistic customer experience management goes beyond any single channel..
Is technology the monster it’s made out to be, or does it actually have a positive impact on business communication? We think it’s the latter…