Eptica

JANUARY 6, 2023

Date: Friday, Janvier 6, 2023 Author: Laurianne Merour - Digital Marketing Manager Centre de contact natif Teams : la nouvelle ère. Auteur: Laurianne Merour - Digital Marketing Manager Les agents apprécient les avantages de leur nouvelle connectivité améliorée. Publié le: 06 Janvier 2023.

APIs 117

APIs Coaching Contact Center Marketing 117

CSM Magazine

MARCH 7, 2024

Encoded , a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres and e-commerce, has announced that business process outsourcing (BPO) specialist Sigma Connected is using Agent Assisted Payments solution. Encoded fitted our requirements perfectly.

Customer Experience 52

Customer Experience Business Process Outsourcing outsourcing Interactive Voice Response 52

COPC

SEPTEMBER 9, 2022

is pleased to announce a new partnership with the Contact Centre Management Group (CCMG) in South Africa. This partnership will provide the South African contact centre industry with research insights into its market and those it supports, ensuring improvement in professional competency. WINTER PARK, Fla.,

Best practices 100

Best practices Benchmark Consulting Consulting 100

CSM Magazine

SEPTEMBER 21, 2023

Calabrio, the workforce performance company, has released its annual analysis of the contact centre market, the State of the Contact Centre 2023: Activating the Agent of the Future. However, managers expressed that agents are not yet ready to meet the demands of an AI-fueled future.

Customer Service 59

Customer Service Customer centricity Analytics Contact Center 59

Call Design

FEBRUARY 10, 2022

A new wave of technology adoption is closing the gap in contact centre operations and shaping how agents perform on a day-to-day basis. While older, legacy systems are common, many contact centres are adopting new digital strategies to elevate productivity and manage unpredicted surges in call volume.

Interactive Voice Response 78

Interactive Voice Response Gamification Technology Quality management 78

Eptica

OCTOBER 16, 2020

Date: Friday, October 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Remote Working 2.0: Optimising Contact Centres. Author: Pauline Ashenden - Demand Generation Manager Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight.

Best practices 113

Best practices Cloud contact Marketing Management 113

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today? It’s important to strike the balance between speed and personalised service delivery.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

CSM Magazine

OCTOBER 17, 2023

Hybrid working and Artificial Intelligence (AI) are revolutionising the role of the agent worldwide but UK contact centres believe it takes more than technical training to build a highly effective team. With that in mind, how do contact centre leaders prepare their frontline teams for future success?

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

CSM Magazine

SEPTEMBER 8, 2023

The CCaaS and CRM leaders unveiled their new Customer Experience and Relationship Management solution – CX Cloud – with the exciting new offering aimed at helping businesses drive more value from data and AI through Genesys Cloud and Salesforce Service Cloud. Looking to find out more? Looking to find out more?

CRM 52

CRM Enterprise Consulting Consulting 52

CSM Magazine

APRIL 18, 2023

As consumers tighten their belts and organisations undergo digital and workplace transformations, there has never been a better time to invest in the contact centre. These widespread challenges are also holding many organisations back from delivering an exceptional customer experience (CX).

Coaching 52

Coaching Analytics Contact Center outsourcing 52

Call Design

OCTOBER 12, 2022

Transport for NSW was looking for a platform that could seamlessly integrate across the entire workforce planning cycle integrated with their omnichannel contact centre that includes voice, live chat and back-office functionality. Learn more about the Alvaria Workforce Engagement Management (WEM) Suite. About Alvaria.

Transportation 78

Transportation Management Employee engagement Consulting 78

CSM Magazine

JULY 26, 2023

Workplace wellbeing in the contact centre goes beyond surface-level happiness; it encompasses creating an environment that nurtures the holistic wellbeing of advisors. Understanding the Essence of Wellbeing in the Contact Centre Wellbeing in the contact centre is not solely about making employees happy.

Consulting 52

Consulting Consulting Technology Feedback 52

Connect

JUNE 22, 2023

As such, customer engagement approaches need to evolve into the opti-channel contact centre realm by building on the omnichannel principles of seamless engagement across voice and digital channels, emphasising personalisation, context, relevance and channel optimisation.

CRM 66

CRM Advertising Feedback Metrics 66

CSM Magazine

AUGUST 8, 2023

Discover the secret to agent wellbeing in your contact centre with hints and tips that work. It’s a welcome shift because for most contact centre managers, agent stress is the biggest labour issue on their minds and it’s diminishing the customer experience (CX). Then apply a little common sense.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

CSM Magazine

JULY 26, 2023

Nick Brook at Calabrio shares 7 winning strategies for driving all-round flexibility in contact centres. If you’re not a fan of wearing a suit and tie every day and want plenty of time to spend with friends and family, then working in a contact centre is for you.

Self service 52

Self service Coaching Chatbots Analytics 52

CSM Magazine

OCTOBER 24, 2023

Calabrio , the workforce performance company, has announced the winners of its annual ONE Awards. Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. More Flexible Service Solutions. Customers want a variety of channels to contact your agents. In 2017, Microsoft uncovered most people contact a company using three separate channels.”

Call Center 376

Call Center Technology Banking Contact Center 376

Global Speech Networks

FEBRUARY 2, 2022

This transition to digital engagement is delivered through modern cloud contact centre technology providing innovative opportunities for growth. Here’s how Cloud Contact Centre technology delivers quality and success for financial services. What is Cloud Contact Centre Technology?

Cloud contact 52

Cloud contact Technology Chatbots Self service 52

CSM Magazine

FEBRUARY 7, 2023

Jim Davies explores 5 brand- and money-saving customer experience (CX) options. Calabrio explores 5 brand and money saving customer experience (CX) options. It also uncovered that 3 in 5 consumers would switch brands due to negative contact centre experiences. Analytics also play a huge role in improving CX.

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

CSM Magazine

JULY 21, 2023

They are finding invaluable insights not in traditional market research, but in their contact centres, the bustling hubs of customer and colleague conversations. Contact centres have long been viewed as cost centres, dedicated to managing customer queries, complaints, and issues.

Enterprise 52

Enterprise Customer centricity Chatbots Consulting 52

CSM Magazine

MAY 17, 2021

Tom Goodmanson, CEO at Calabrio, reveals recent research results and shares ideas on how to harness the next level of strategic potential for new and existing cloud-based contact centres. . Cloud solutions make it easier to unlock the value within Voice of the Customer (VOC) and employee data. Seeing is believing.

Analytics 96

Analytics Employee engagement Surveys SaaS 96

CSM Magazine

NOVEMBER 3, 2022

Recent research shows consumers believe there is a direct correlation between contact centres and brand loyalty. In the latest State of the Contact Centre Report the vast majority of consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on customer loyalty.

Gamification 52

Gamification Coaching Analytics Customer centricity 52

CSM Magazine

MARCH 9, 2023

Cloud alone can’t be the sole answer to your CX business challenges or a destination for your business – but it is the first step through a door that will allow you to unlock potentially significant improvements in terms of operational efficiency and costs, customer satisfaction, and advisor performance and retention.

Cloud contact 52

Cloud contact Technology Customer Experience Management 52

CSM Magazine

NOVEMBER 15, 2022

Rentokil Initial plc has embarked on a significant digital transformation project which will see the modernisation of its contact centre operations and technology infrastructure across 18 countries. “We have worked with Sabio for a number of years in the UK and so are aware of their capabilities as a global CX specialist.

Cloud contact 52

Cloud contact Chatbots Self service CRM 52

CSM Magazine

APRIL 25, 2023

Contact centres offer new opportunities for agents to shine, but they are not for the faint-hearted. Paul Stemp, Supervisor, Customer Success Management, at Calabrio shares his top confidence-boosting tips for building strong, fearless teams. Contact centres are an integral part of delivering customer service.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

CSM Magazine

OCTOBER 24, 2022

IRIS Audio Technologies appoints Neil Titcomb as SVP Global Sales as part of global strategy to eliminate background noise in call centres. Neil will also be presenting at this year’s Call and Contact Centre Expo.

Sales 52

Sales Technology SaaS Analytics 52

CSM Magazine

JANUARY 19, 2023

Contact centres are giant candy stores full of rich, tempting data but how do you choose and where do you begin? There are several steps you can take to manage the gold mine of sweets, well, data coming in and out of the contact centre: 1. I remember the good old days when sweet shops existed on every street.

Coaching 52

Coaching Chatbots Analytics Customer centricity 52

CSM Magazine

SEPTEMBER 15, 2022

New Calabrio Research: Consumers Judge Brands Based on their Customer Service Experience, but Brands are not Empowering Contact Centre Employees for Success. 90% of managers think they are treating agents as brand guardians, yet only 33% of consumers agree. Managers ranked voice channels third, behind email and web interactions.

Customer Service 52

Customer Service Chatbots Contact Center Customer centricity 52

CSM Magazine

APRIL 13, 2022

In a new three-part series Ross Daniels introduces Calabrio’s campaign to support improvements for people, processes and technology to enable greater wellbeing across contact centre organisations. . And these stressors are affecting everyone in the contact centre and beyond. What can be done to reverse the trend?

Analytics 59

Analytics Coaching Best practices Technology 59

CSM Magazine

NOVEMBER 9, 2022

Jim Davies , the former Gartner analyst who helped define and nurture the market segments for workforce optimisation (WFO), workforce engagement management (WEM), and voice of the customer (VoC) solutions has joined Calabrio , the workforce performance company, as Chief Experience Officer (CXO).

Marketing 52

Marketing Customer centricity SaaS Contact Center 52

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? Dive into the Unknown Here are 6 ways to implement customer analytics tools to help contact centres to dive into the unknown: 1.

Analytics 52

Analytics Coaching Finance Upselling 52

CSM Magazine

JULY 14, 2022

Smart resellers are already adding significant value and stickiness to their contact centre deals with innovative workforce engagement management (WEM) solutions and it’s time to join them says Pippa Rhys at Calabrio. Contact centres have changed and there’s no going back.

Management 59

Management Agent Empowerment Analytics Cloud contact 59

Spearline

APRIL 20, 2023

If you are providing Contact Centre Solutions you need to have a way of monitoring your network and your partners’ performance to ensure the operability of your services. Using a SIP Route Tester provides visibility on outbound call paths, including audio quality, partner performance, and correct formatting of caller ID.

Enterprise 52

Enterprise Contact Center Consulting Consulting 52

CSM Magazine

DECEMBER 15, 2022

As CX tops the business agenda, there’s never been a better time to master the art of listening. Delivering the right customer experience (CX) is typically a top priority for businesses for good reason. As a result, improving service levels is the top goal for 38% of contact centres in 2022. Then, design new solutions.

Coaching 52

Coaching Analytics Feedback outsourcing 52

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. Most call center software solutions fall under one of these common types.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

CSM Magazine

JUNE 16, 2022

Blend new technologies with tried and tested favourites to refresh your contact centre. Until recently, the majority of UK contact centres worked in a traditional, centralised model, with fewer than 4% of agents working remotely at home on a permanent basis, according to a report from analyst ContactBabel.

Coaching 52

Coaching Self service Analytics Employee engagement 52

Fonolo

SEPTEMBER 19, 2018

When a customer reaches out to you on a social channel (be it to your support-specific Twitter handle or via your Facebook business page, it’s important to aim to resolve their query or issue upon first contact. We’ll talk about: How AI Can be Used to Create Better CX. Who should attend: VPs & Directors of Contact Centers.

Airlines 237

Airlines Chatbots Education Contact Center 237