CSM Magazine

MARCH 16, 2023

There is an infinite amount of data in contact centres but what does it really tell us? You may be asking what Pi has to do with customer data analytics in contact centres? Scientists use it to calculate trajectories of spacecraft, design buildings and understand DNA. International Pi (π) Day is held every year on March 14.

Analytics 52

Analytics Coaching Finance Upselling 52

CSM Magazine

AUGUST 10, 2023

With more than 25 years of experience in marketing leadership roles, Nugent brings a wealth of expertise in building and scaling marketing efforts to enable growth strategies at software-as-a-service (SaaS) companies. Calabrio, the workforce performance company, has appointed Dillon Nugent as Chief Marketing Officer (CMO).

Marketing 52

Marketing Customer centricity SaaS Coaching 52

CSM Magazine

JANUARY 11, 2022

Read on to discover three ways to resolve, rather than increase, complexity in contact centres. Contact centres have been investing in sophisticated, omnichannel technologies for well over a decade. Cloud-smart contact centres are leading the way. When less is definitely more. Aim for solutions that are: 1.

Analytics 75

Analytics Customer centricity Chatbots Technology 75

CSM Magazine

FEBRUARY 7, 2023

This means they will never forget a truly wonderful or absolutely horrible service experience. So, in these tough economic times, what are the best customer service strategies to provide elephant-astic experiences? Jim Davies explores 5 brand- and money-saving customer experience (CX) options. Unleash the chatbot!

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

CSM Magazine

JANUARY 25, 2022

Running a contact centre today is a tricky business but it doesn’t have to be – with the right mindset and a human approach it pays to keep it simple. Many believe modern contact centres have become far too complex. Put in place the right measures of success that evaluate the human factor of digital interactions.

Average Handle Time 52

Average Handle Time Analytics Technology Metrics 52

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CSM Magazine

JUNE 15, 2023

The digital customer experience (CX) transformation specialist’s Wellbeing Programme is designed to illuminate, implement, and monitor wellbeing strategies within organisations. The Wellbeing Companion is then introduced as part two to empower the organisation to engage with its contact centre advisors.

Consulting 52

Consulting Consulting Technology Customer Experience 52

Lumoa

APRIL 21, 2022

And so, Ladies and Gentlemen, I present to you: The Customer Support Blues I know I’m the foundation The core The nerve centre But I don’t have a voice I’m just a cheap, low-cost renter Seen as a complainer No-one wants to mentor a dissenter Silly me I’m just a lowly Cost Centre Understaffed No life raft Just a ton of hard graft “More headcount?”

Customer Support 83

Customer Support Banking First call resolution Self service 83

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

CSM Magazine

JUNE 22, 2023

Calabrio is honoured to be recognised for empowering frontline staff, unravelling complexity, and driving impact through customer experience. This prestigious accolade not only recognises our relentless pursuit of customer-centric innovation, it also validates our long-term mission to empower contact centres as brand guardians.”

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Analytics 52

CSM Magazine

FEBRUARY 3, 2022

Ross Daniels at Calabrio shares his top tips for overcoming contact centre complexity to enhance customer and employee experiences. The first four are based on Clare Muscutt’s innovative human-centred model. Now it’s time to take a look at how to translate theory into practical steps for success. .

Journey mapping 52

Journey mapping Analytics Engineering Consulting 52

CSM Magazine

JUNE 10, 2021

Fed up of negative contact centre perceptions limiting your budget, resources and potential? Nick Smith at Calabrio , discusses how you can overcome these concerns and reposition your contact centre as a “profit centre”, instead of a “cost centre”. According to a 2020 Call Centre Helper report , 23.9% A further 10.2%

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

CSM Magazine

JULY 19, 2023

Calabrio , the workforce performance company, has announced that Ascensos is using Calabrio ONE to schedule 2,500 agents at 7 contact centre locations in the UK, Romania, Turkey, and South Africa. Significant resource planning efficiencies help European customer service outsourcer release valuable time back into customer care.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

CSM Magazine

FEBRUARY 7, 2024

In a new sponsorship agreement with Sabio Group, the digital experience transformation services specialist, Busby has invested in innovative Veo camera technology to help analyse and improve player performance. “We are very aware, also, of our responsibilities to the local communities that surround our many global offices.

Coaching 52

Coaching Analytics Technology Customer Experience 52

Creative Virtual

JULY 27, 2022

Contact centres and contact centre agents are under immense pressure, dealing with increased contact volumes, rising customer frustration, and agent attrition. A recent survey of 1000 contact centre leaders in the UK, US, and Australia has revealed a very telling and consistent view that contact centres are hanging on by a thread.

Self service 52

Self service Chatbots Virtual Agent Surveys 52

CSM Magazine

MARCH 2, 2023

While a number of innovators and early adopters have seized the initiative and embraced a rapid transformation to cloud contact centres, the reality remains that the vast majority of organisations are still trying to establish just exactly what their cloud contact centre journey might look like. That’s completely understandable.

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Cloud contact Technology Customer Experience Customer Service 52

CSM Magazine

APRIL 20, 2021

Calabrio , the customer experience intelligence company, today announced the availability of Enterprise Customer Experience Intelligence (CXI) to better connect and elevate the modern enterprise with voice of the customer business intelligence. Finance departments benefit from insights into billing issues, refunds and credits.

Finance 64

Finance Enterprise Customer centricity Analytics 64

Creative Virtual

JANUARY 13, 2022

Opponents of these conversational AI solutions claim they remove the human touch from the customer experience and keep companies from being able to build real relationships with their customers. Yet, it’s also clear that technology can’t fully replace the need for real human interactions.

Virtual Agent 52

Virtual Agent Self service Chatbots Accountability 52

Creative Virtual

FEBRUARY 15, 2023

Titled Virtual Viewpoint , I use this column to share my thoughts on a variety of technology related topics as well as my recent experiences. With a spring in my step, I put on my noise cancelling headphones with some relaxing music and the experience felt completely different to normal – more like a trip to a health spa.

Virtual Agent 59

Virtual Agent Chatbots Consulting Consulting 59

CSM Magazine

SEPTEMBER 8, 2023

With such a strong emphasis on customer experience, brands cannot afford to ignore this key driver that could easily tip the scale between good and bad customer service, and therefore profit and loss. In an increasingly virtual world, IRIS delivers audio designed to enhance human interactions, performance, and wellbeing.

Average Handle Time 59

Average Handle Time Outbound sales Morale Wait times 59

CSM Magazine

JULY 22, 2022

As Marcus Weldon, president of Nokia Bell Labs has suggested , 6G will be a “sixth sense experience for humans and machines,” where applications can deliver on the metaverse and ‘Human 4.0’ Field service teams can use the metaverse to train engineers but also trial new parts and experiment with repair techniques.

Engineering 109

Engineering Self service Government Healthcare 109

Fonolo

SEPTEMBER 19, 2018

In addition to monitoring and responding to customer support requests in a timely and educated fashion, companies can think ahead and employ social media in other ways that will boost overall customer experience. Webinar: The Impact of AI in Customer Experience. VPs & Directors of Customer Experience. Plus so Much More!

Airlines 237

Airlines Chatbots Education Contact Center 237

Creative Virtual

OCTOBER 3, 2022

They support their employees and contact centre agents with the right tools. However, if those tools are easily accessible or clearly identified as the place to self-serve (without having to engage with a human) then both customers and businesses are missing out on their benefit.

Customer Service 52

Customer Service Virtual Agent Self service Chatbots 52

CX Accelerator

JUNE 19, 2018

But what happens when we are sitting behind a computer screen looking at call centre costs racking up from repeat callers or negative customer survey results? Do we empathize with the experiences our customers are having? A better experience goes hand-in-hand with positive business results.

Customer Experience 159

Customer Experience Airlines Morale Surveys 159

CSM Magazine

SEPTEMBER 21, 2022

Be prepared’—the motto of generations of scouts and girl guides—is the new mission statement for successful contact centres. Forecasting contact volumes and planning the contact centre’s response has been much trickier than it ever has been before, but help is at hand. Here are the essentials: 1.

Analytics 52

Analytics Consulting Consulting Management 52

CSM Magazine

JANUARY 24, 2023

OpenAI has designed ChatGPT to be as accessible as possible, with a focus on optimising its language models for dialogue. How can ChatGPT help contact centres? In a customer service setting, ChatGPT could be used to assist human agents to answer customer inquiries and provide helpful information. Question 3.:

Chatbots 52

Chatbots Contact Center CRM Enterprise 52

Global Speech Networks

JANUARY 11, 2022

Customer experience is critical in every industry, but never more crucially than in the finance sector. Naturally, members want to know their economic health is in good hands — which means every financial institution needs a CX platform that enables personalised member experiences. Fully integrated customer experience for finance.

Finance 52

Finance Technology Customer Experience Cloud contact 52

CSM Magazine

MAY 5, 2023

And just as consumers are being more selective about what they spend and who they spend it with, brands need to make sure that their customer experience (CX) technology stack and contact centre workforce are running as efficiently as they can.

Technology 52

Technology Customer Service B2C Consulting 52

CSM Magazine

FEBRUARY 2, 2021

A new case study revels how EVO Bank of Ireland Payments Acceptance (BOIPA) improved the customer experience provided to merchants who use its payment terminals, in spite of the challenges created by the pandemic. It was also clear that the platform would allow us to build an intuitive and engaging user experience.”

Banking 78

Banking Interactive Voice Response Chatbots Accountability 78

CSM Magazine

MAY 17, 2023

At Disrupt 2023, Sabio interviewed Leigh Hopwood, Chief Executive Officer, CCMA, on the importance of providing contact centre advisors with the right tools to do the job. They have to be armed with the right technologies that are designed in a way that’s going to enable them and support them to do their role.

Technology 52

Technology Customer Experience Management Customer Service 52

Call Design

SEPTEMBER 2, 2021

If you’ve been in the contact centre space for more than a few hours, you’ve likely heard some version of the unofficial motto “Connecting the right interaction, to the right agent, at the right time.” We can better define the interactions as they come into our contact centre and route them appropriately.

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

CSM Magazine

APRIL 20, 2022

Here, he takes a closer look and gives 3 reasons why you can’t afford to ignore the latest advancements in technologies designed for modern workforce optimisation and engagement. and came to the conclusion that the major barrier to wellbeing – stress – affects everyone in the contact centre and beyond.

Technology 52

Technology Coaching Analytics Enterprise 52

CSM Magazine

APRIL 22, 2021

Delivering a great customer experience (CX) is the ultimate aim of contact centres but how do organisations stand out from the crowd? CX is the most important aim of contact centres today and many professionals in the industry believe the customer service experience will impact brand loyalty even more than before the pandemic.

Analytics 52

Analytics Best practices Chatbots Self service 52

Creative Virtual

APRIL 27, 2021

Jan Erik and I also discussed current conversational AI trends as well as the evolving role of contact centre agents. One key barrier to success that we explore is not having a team with the right skills and experience. The contact centre not being a part of the organisation’s digital strategy is another common barrier we encounter.

Virtual Agent 52

Virtual Agent APIs Chatbots Self service 52

CSM Magazine

FEBRUARY 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Contact centres are facing new challenges including the shift to remote work and workers leaving their jobs as part of “The Great Resignation.” About Calabrio.

Coaching 52

Coaching Gamification Customer Service Quality management 52

CSM Magazine

MAY 12, 2021

Ross Daniels at Calabrio believes it’s a great aspiration for all modern organisations and presents a unique opportunity to elevate the status of the contact centre. Today, the key to success lies in becoming a Connected Enterprise where all parts of the organisation work together to deliver exceptional customer experiences.

Enterprise 64

Enterprise Construction Finance Benchmark 64

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.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52