CX Magazine Article
Peter Lavers
APRIL 20, 2021
Building B2B trust for more customer-centricity. You can read the article by clicking here.
Guest Post: Why Customer Experience Should Be at the Forefront of Your Marketing Strategies
ShepHyken
OCTOBER 21, 2022
This week, we feature an article by Eleanor Hecks , editor-in-chief of Designerly Magazine. She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. Then you describe your general marketing efforts as customer experience marketing.
Marketing 
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Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022
TechSee
JUNE 16, 2022
He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Jim has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Magazine, Forbes, U.S.
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Reshaping The Future of Digital Customer Service: 23 Influential Leaders to Watch in 2023
TechSee
AUGUST 14, 2023
Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.
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Guest Post: Ways to Improve the SaaS Customer Experience
ShepHyken
FEBRUARY 18, 2022
You may also examine a variety of metrics derived from consumer usage data in your app, such as how much time customers spend using it, retention and engagement data, and behavioral analytics. Providing a great SaaS customer experience has far too frequently been an afterthought. He is a content writer at Freshflows.
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Sabio Group Unveils New Interaction Analytics Solution Aimed at Fuelling Digital Transformation
CSM Magazine
MAY 16, 2023
Sabio – the digital customer experience (CX) transformation specialist which has offices in London, Bristol, Manchester and Glasgow – unveiled its new Interaction Analytics Proof of Value (PoV) offering today which combines advanced analytics technology with its expert consultancy services.
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Enjoy a Slice of Customer Data Analytics Pi (e)
CSM Magazine
MARCH 16, 2023
You may be asking what Pi has to do with customer data analytics in contact centres? However, in my mind speech analytics engines are accurate enough to give confidence in the results. Dive into the Unknown Here are 6 ways to implement customer analytics tools to help contact centres to dive into the unknown: 1.
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Award Winners Show How Calabrio Analytics Powers Up Annual Savings and Revenue Growth
CSM Magazine
SEPTEMBER 30, 2022
Recognised leaders demonstrate how Calabrio Analytics delivers millions to revenues and the bottom line each year. Calabrio , the workforce performance company, recently welcomed customers back to its Calabrio Customer Connect conference in Orlando, Florida (Sept. 26-29), after two years of virtual sessions.
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Elevate Your Call Center’s Performance with Speech Analytics
Talkdesk
JANUARY 16, 2018
This post was originally written by Emily Blazensky , Director of Marketing at VoiceBase, for Opentalk Magazine. . What’s a bit more difficult to know is how to extract hidden nuggets of knowledge in speech and turn them into practical information for customer-facing agents. Everybody knows that. What do they like, want, need or hate?
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Elevate Your Call Center’s Performance with Speech Analytics
Talkdesk
JANUARY 16, 2018
This post was originally written by Emily Blazensky , Director of Marketing at VoiceBase, for Opentalk Magazine. . What’s a bit more difficult to know is how to extract hidden nuggets of knowledge in speech and turn them into practical information for customer-facing agents. Everybody knows that. What do they like, want, need or hate?
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The Biggest Challenges For Businesses Wanting To Attract And Retain Customers
CSM Magazine
APRIL 25, 2024
However, as customer needs continue to evolve rapidly, keeping up can be a significant challenge. Utilise surveys, focus groups, and social media analytics to gather insights into customer preferences and behaviours. Tailoring experiences based on this data can significantly enhance customer satisfaction and loyalty.
Why Proactive Customer Service Outshines Reactive
CSM Magazine
APRIL 17, 2024
In today’s fast-paced, customer-centric business landscape, the traditional approach of reactive customer service—to wait for customers to reach out with issues—no longer reigns supreme. Predictive Analytics: Use data analytics to predict and address customer issues before they become problems.
Calabrio Appoints New CTO to Spearhead True-Cloud AI Innovation
CSM Magazine
MAY 23, 2023
Calabrio , the workforce performance company, today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation. “Joel is a force to have on board.
Making it Easy to Do Business the Way Customers Prefer
HGS
OCTOBER 30, 2014
Making it Easy to Do Business the Way Customers Prefer. This article first appeared in the Fall edition of On Board magazine and is reproduced here with permission. What trends are you seeing in the world of customer service? Interacting with our customers we see two major shifts in providing a great customer experience.
How Start-Ups Can Provide Superior Customer Service: Top Strategies Explained
CSM Magazine
MAY 9, 2023
As many businesses offer similar products and services, it is crucial for start-ups to differentiate themselves by prioritizing their customers’ needs and creating a positive, lasting impression. To begin with, start-ups must develop customer-centric policies and practices that prioritize convenience and transparency.
Calabrio Named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management
CSM Magazine
SEPTEMBER 14, 2023
The 2023 report ranks 12 vendors offering products that address the key elements of agent management, including quality management, workforce management, interaction analytics, and performance coaching. Our success is fueled by our customers’ success.
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Calabrio Awarded Workforce Innovation of the Year at Customer Contact Week Excellence Awards
CSM Magazine
JUNE 22, 2023
. “At Calabrio, we’re committed to blazing a trail with solutions that elevate our customers’ business operations,” said Kevin Jones , Chief Executive Officer, Calabrio.
Connecting Satisfaction With Behavior: Does The Service-Profit Chain (or The Employee Engagement-Profit Chain) Still Work?
Beyond Philosophy
JULY 12, 2016
Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. Employee Engagement: The Domino Effect on Customers.
Calabrio Welcomes Dillon Nugent as Chief Marketing Officer
CSM Magazine
AUGUST 10, 2023
Nugent has experience implementing agile marketing strategies, launching programmatic and account-based marketing (ABM), and driving market presence with a customer-centric approach. During her time at Khoros, Nugent played a pivotal role in the successful merger of Spredfast and Lithium, rebranding the unified company as Khoros.
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ONE Awards Winners Announced and Celebrated Onstage at Calabrio Customer Connect (C3)
CSM Magazine
OCTOBER 24, 2023
With 41% of employees opting for self-scheduling, Zappos nearly eliminated “scheduling issues” as a cause for voluntary attrition, helping engaged agents deliver a superior customer experience that distinguishes Zappos.com as a preferred employer.
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The Great AI Paradox for Contact Centre Agents
CSM Magazine
NOVEMBER 14, 2023
The response from 400 contact centre managers around the world is clear and reflects Calabrio’s own conversations with customers. While organizations are embracing automation and analytics to maximize their operations, AI won’t entirely replace agents.
Calabrio’s OpenAI Integrations Accelerate Contact Center Efficiency and Agent Productivity
CSM Magazine
APRIL 6, 2023
Calabrio continues to lead the industry with advanced workforce performance solutions for contact centers, developing functionality in AI-fueled analytics and automated workflows that tangibly simplify the complexity of customers’ operations and drive them to succeed.
7 Trends Shaping the Customer Experience in 2019
VocalCom
JANUARY 28, 2019
Here are seven major trends shaping the customer experience in 2019. Customer centricity is a company-wide effort. Successful brands know that everything they do needs to serve their customers’ needs. Companies are realizing that, in order to embrace a customer-centric approach, a team effort is absolutely necessary.
Global Research Reveals 3 Ways to Make UK Agents More Impactful
CSM Magazine
OCTOBER 17, 2023
The majority (88%) rank engagement scores as the top measurement metric of the future ahead of traditional customer-centric measurement criteria including customer effort and wait times/service levels (78%) or NPS (76%). Take a Proactive and Targeted Approach to Training Traditional onboarding is no longer enough.
New Calabrio Research: AI Will Impact Customer Service Agents, but Not How We Anticipate
CSM Magazine
SEPTEMBER 21, 2023
The role of technology, including AI, is poised to gain even greater momentum in the contact centre—we’re already seeing customers embrace automation and AI-fueled analytics to maximize their operations,” says Kevin Jones, President and Chief Executive Officer, Calabrio.
Why Developing Versatile Skills is Key to Customer Service Excellence
CSM Magazine
OCTOBER 27, 2023
Enhanced Problem-solving Abilities Customers often call in with a problem, and having the ability to help them out is crucial in your business. Hence, investing in versatile skills is a strategic move towards building a strong, customer-centric brand image.
The Ultimate 5-step Detox Programme for Contact Centre Health
CSM Magazine
JANUARY 25, 2023
Get the foundations right —start by tackling the major stress triggers in your contact centre when the calls flood in from customers wanting to return or exchange their gifts. Consider deploying Voice of the Employee (VoE) analytics to capture how agents are feeling to identify those who are struggling and need extra support.
The Smart Approach to Resolving Complexity in Contact Centres
CSM Magazine
JANUARY 11, 2022
Calabrio’s own research found that 90% of contact centres said they were aggressively investing in new channels, automation and analytics tools — while 68% of cloud migrations happened in 2020. They also claim their cloud solutions enable more strategic, smarter business decisions, while 70% say they are enhancing the use of analytics.
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Beyond Traditional Warehouse Solutions
CSM Magazine
NOVEMBER 23, 2023
One of the most notable innovations is Warehouse Asset Management System (WAMS), a technology-driven solution that leverages automation and data analytics to streamline operations. With advanced data analytics and reporting, managers can monitor the movement of assets, inventory levels, and workforce productivity in real-time.
Calabrio Unlocks Voice of the Customer Business Intelligence with Newly Launched CXI Solution
CSM Magazine
APRIL 20, 2021
Using the out-of-the-box solution, organisations gain immediate value with comprehensive dashboards that disseminate intelligent analytics-driven insights from the contact centre and focus on metrics that matter most to key functions, beginning with marketing, finance and the contact centre itself.
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Five Ways to Build Agent Confidence in the Contact Centre
CSM Magazine
APRIL 25, 2023
Unleash The Empowering Force Of Analytics Many contact centre managers (42%) are empowering their agents by investing in the ‘right tools and technology’. For the biggest confidence-boosting benefits, combine agent-empowering tools with modern-day analytics.
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Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)
Callminer
FEBRUARY 21, 2018
Jonathon is a sought-after public speaker and regularly speaks about customer success, customer-centric user experiences and cloud technologies throughout North America. Some of these systems employ speech analytics to determine what is being said and the overall tone of the call. The number one mistake is…”.
Calabrio Appoints New Leader of Customer Service & Support Team in Mission to Be Trusted Ally for Customers’ Success
CSM Magazine
OCTOBER 18, 2022
Calabrio continues to lead with innovative workforce performance solutions for the contact centre industry, developing functionality in AI-fueled analytics and agent engagement that tangibly simplify the complexity of customers’ operations and drive them to succeed. Over 90% of users rated Calabrio ONE 4 out of 5 stars or higher.
Why AHTs Still Matter and 5 Ways to Improve Them
CSM Magazine
OCTOBER 10, 2023
For the third and final part of the AHT jigsaw, why not deploy analytics tools to automate after-call activities such as categorising and logging contacts, summarising call notes, sending customers confirmation emails and updating information in the CRM?
Calabrio Appoints New Leader of Customer Service & Support Team
CSM Magazine
OCTOBER 18, 2022
Calabrio continues to lead with innovative workforce performance solutions for the contact centre industry, developing functionality in AI-fueled analytics and agent engagement that tangibly simplify the complexity of customers’ operations and drive them to succeed. Over 90% of users rated Calabrio ONE 4 out of 5 stars or higher.
What Elephants and Customer Experiences Have in Common
CSM Magazine
FEBRUARY 7, 2023
A good example is speech analytics. From an operational point of view, speech analytics help to identify self-service containment opportunities or agent knowledge gaps. Analytics also play a huge role in improving CX. They can detect customer frustrations and then alert an agent or supervisor to call them back later in the day.
Calabrio Appoints Kevin M. Jones as CEO to Lead the Company in its Next Stage of Growth
CSM Magazine
JANUARY 18, 2023
The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian.
Smart Ways Contact Centres Can Achieve More and Regret Less
CSM Magazine
APRIL 18, 2023
This is where an investment in analytics pays off for example. By quickly detecting customer frustrations and then alerting an agent or supervisor to call them back later in the day, you can reduce churn rate and turn a potentially negative customer experience into a positive brand moment.
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Raise Your Profile! How to Turn Contact Centre Sceptics Into Fans
CSM Magazine
JUNE 10, 2021
Ideas for creating this accountability include: Sharing call recordings – playing call recordings from disappointed customers helps to paint a picture of the problem. These ideas will work wonders in raising a contact centre’s profile and sharing customer insights, while the addition of speech analytics can take this strategy even further.
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The Contact Company Selects Calabrio WFM to Power BPO Operations
CSM Magazine
JUNE 8, 2023
The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian.
The CSAT Revolution: How a Traditional Metric is Disrupting Customer Service Standards
Talkdesk
AUGUST 7, 2017
This piece was originally written by Ernest Wong for Opentalk magazine. Ernest is the Group Product Manager of Data & Analytics at Talkdesk and a session host at the Opentalk 2017 in SF. . To read more of Opentalk magazine , click the button below. After all, satisfaction does not produce loyalty in and of itself.
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The CSAT Revolution: How a Traditional Metric is Disrupting Customer Service Standards
Talkdesk
AUGUST 7, 2017
This piece was originally written by Ernest Wong for Opentalk magazine. Ernest is the Group Product Manager of Data & Analytics at Talkdesk and a session host at the Opentalk 2017 in SF. . To read more of Opentalk magazine , click the button below. After all, satisfaction does not produce loyalty in and of itself.
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Agent Empowerment: Putting Firstline Employees First in the Contact Center
Noble Systems
JANUARY 29, 2019
But despite innovations like omnichannel and artificial intelligence, the importance of providing firstline employees with the tools to deliver optimal customer experiences has not changed. CCW’s research validates Belmont’s assertion and crystalizes customer-centric organizations will seek to create happy, engaged, productive agents.
How Online Casinos Set the Gold Standard in Digital Customer Service
CSM Magazine
SEPTEMBER 11, 2023
Live chats, instant messaging, and even dedicated helplines available around the clock illustrate the industry’s dedication to customer-centricity. Feedback and Reviews: The Pulse of User Satisfaction No longer satisfied with monologues, today’s customers want dialogues.
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