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. Customer loyalty is changing – there is no doubt that customer attitudes have altered.

Management 59

Management Agent Empowerment Analytics Cloud contact 59

CSM Magazine

JUNE 22, 2023

The CCW Excellence Awards recognize the most innovative companies and top-performing executives for their extraordinary contributions to the customer contact profession. Calabrio is honoured to be recognised for empowering frontline staff, unravelling complexity, and driving impact through customer experience.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Analytics 52

NICE inContact

APRIL 9, 2019

Quality Monitoring has the potential to make significant contributions to the success of a contact center by creating an effective balance between operational requirements and agent empowerment. Contact centers employ processes and tools to manage their Quality Monitoring.

Agent Empowerment 55

Agent Empowerment Coaching Contact Center Quality management 55

Playvox

FEBRUARY 2, 2022

Most concerning, once burnout sets in with agents, it’s difficult to reverse. While managers can proactively look for the warning signs – such as irritability and impatience – without preventative measures, it’s difficult to reverse burnout once it begins. The Consequences of Agent Burnout. Preventing Agent Burnout.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

NICE inContact

DECEMBER 21, 2015

In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. Include your management. Include your agents.

Calibration 48

Calibration Agent Empowerment Quality management Contact Center 48

JustCall

MARCH 9, 2023

Did you know that 70% of customers that had their issues solved favourably in the first call would be willing to return to your business for repeat purchases? This is how important customer experience is, especially in the context of contact centers. This makes it the best contact center software for SMBs.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

DMG Consulting

SEPTEMBER 16, 2017

This is a case where one poorly managed organization has hurt an entire industry, as cross-selling is a positive activity when managed properly. Setting the Record Straight: It’s highly unlikely Wells Fargo’s management was unaware of what was happening in their contact centers. Donna Fluss is president of DMG Consulting LLC.

Sales 48

Sales Customer Service Contact Center CRM 48