Scheduling

Self-Scheduling: The Answer to Agent Stress in Modern Omnichannel Contact Centres

Latest Articles

15 Key Telephone Skills Every Agent Should Master
How to Use Positive Positioning to De-escalate with Customers
Are You Doing Your Best to Drive Customer Service?
Optimizing AWS Compute and Storage for Generative AI Workloads
Building a Smarter Contact Centre with AI and Automation

Customer Service News

40% of Brits Willing to Pay for Human Support From Brands Over AI
Sabio Group’s Customers Receive Numerous Recognition at UK National Contact Centre Awards
TTEC Expands Strategic Partnership with Zendesk to Deliver Enhanced AI-driven Customer Experience Solutions
Sanas Unveils First-Ever AI-Powered Simultaneous Language Translation: Real-Time Speech-to-Speech Translation
French CX Leaders Embrace AI Revolution as Sabio’s Disrupt Makes Sold-Out Paris Debut

Knowledge Base

Setting Up the Asset Management License in Switzerland: Benefits and Procedures
How Soft2Bet’s Move Into New Jersey Will Help You Grow Your Player Support in Regulated Markets
How Professionals Create Engaging LinkedIn Carousels Using AI Tools
Creating Vibrant Art Showcase Videos with CapCut Desktop
When Words Matter Most: My Journey Toward Earning a Letter of Recommendation That Truly Reflected Me

Manager’s Toolbox

What are Deming’s Fourteen Points of Management?
Are They Really Listening? How to Find Out and What to Do
What is Lewin’s Force Field Analysis?
How to Assess the Development Level of a Team Member
Why You Should Always Give People the Option of Meeting with Audio Only

About CSM

Customer Service Manager (CSM) is the leading resource for Customer Service Managers and professionals. With more than 20,000 members in 57 countries, we are dedicated to helping improve customer service worldwide!

CSM is edited by Ian Miller. Please contact us with your comments, questions or suggestions.

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