Callminer

FEBRUARY 21, 2018

Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. She leads a team of highly engaged Team Leaders, Trainers, and Supervisors who share her commitment to exceptional customer service.

call center software 210

call center software Call Center Contact Center Analytics 210

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.

Management 59

Management Coaching Contact Center Customer centricity 59

CSM Magazine

JUNE 24, 2021

We discovered how Connected Enterprises enjoy far higher levels of workforce and customer engagement than their peers. At the same time, they share a unique opportunity to raise the profile of their customer service team or contact centre. Meanwhile, consider how your organisation interacts with customers.

Enterprise 52

Enterprise Multichannel Analytics Quality management 52

CSM Magazine

JULY 18, 2022

Improving Customer Relationships. In today’s competitive marketplace, customer service is crucial. The first step is to install customer service software that can help streamline the entire process because this computer-based approach captures all customer service and support data from sales and marketing to fulfillment.

Best practices 59

Best practices Journey mapping Quality management CRM 59

CSM Magazine

APRIL 25, 2023

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. For the biggest confidence-boosting benefits, combine agent-empowering tools with modern-day analytics.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

CSM Magazine

FEBRUARY 7, 2023

Customers are like elephants; they have amazing memories. 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? A good example is speech analytics.

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

CSM Magazine

APRIL 18, 2023

The current cost-of-living crisis combined with the usual stresses of managing a hybrid workforce and higher customer expectations put tremendous pressure on customer service organisations today. These widespread challenges are also holding many organisations back from delivering an exceptional customer experience (CX).

Coaching 52

Coaching Analytics Contact Center outsourcing 52

CSM Magazine

MARCH 17, 2023

MyQualityTeam leverages AI voice/text analytics to measure performance and sentiment at the start and end of calls and identify areas of strength and development for the agent.

Analytics 52

Analytics SaaS Quality management Feedback 52

CSM Magazine

JANUARY 27, 2021

These full-marks ratings for Calabrio ranged from training and ongoing service and support, to product effectiveness, such as the ability to support at-home agents and remote supervisors, to product features satisfaction, including supervisor interface and user experience. About Calabrio.

Consulting 59

Consulting Consulting At home agents Virtual Agent 59

CSM Magazine

FEBRUARY 2, 2021

Customers using Calabrio Quality Management and Salesforce Service Cloud can connect platforms to access and evaluate critical customer-agent interactions. . For agents, the QM Connector supports fast access to a customer’s call recording history for self-review and improvement. About Calabrio.

Quality management 40

Quality management Analytics Coaching Enterprise 40

CSM Magazine

JUNE 22, 2023

The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact centre as a brand guardian.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Analytics 52

CSM Magazine

JANUARY 5, 2022

In 2022, it will be imperative to think strategically about customer and employee engagement strategies to align the customer experience with the employee experience. Spoiler alert: artificial intelligence (AI), automation, and real-time analytics will all play leading roles. Social Messaging Remakes the Contact Center.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

CSM Magazine

FEBRUARY 23, 2021

Kris McKenzie, SVP, Sales, International at Calabrio commented, “Our focus on cloud-first solutions has resonated well with our customers’ need to accelerate their digital transformation and move their contact centres to the cloud in order to maintain business continuity. About Calabrio.

Technology 52

Technology Cloud contact Telecommunications Analytics 52

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?

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

CSM Magazine

OCTOBER 27, 2020

Arming users with predictive analytics and powerful reporting lets them understand the “why” behind the “what” of operations to facilitate improvements to the agent and customer experience. About Calabrio Customer Connect: October 27-28, 2020. “It’s About Calabrio Customer Connect: October 27-28, 2020.

Analytics 52

Analytics Self service Best practices Quality management 52

CSM Magazine

APRIL 22, 2021

In this article, Magnus Geverts at Calabrio shows how to WOW customers in five easy steps and then invites you to test your knowledge in the Big CX Quiz on 5 May 2021. . 5 ways to WOW customers. If you don’t know what channels matter to your customers, simply ask them.

Analytics 52

Analytics Best practices Chatbots Self service 52

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Enghouse Interactive

OCTOBER 19, 2020

As discussed in the last blog, we noted that a key area of focus should be on Natural Language Processing (NLP) where “Conversational Analytics” can become the differentiating factor, helping AI delivering the best possible solution today, and even better solutions tomorrow. It’s all in the approach and how the data is analyzed.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

CSM Magazine

NOVEMBER 4, 2020

In contact centres, more employees than ever are working remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution first transformed our lives. According to our research, 44% of operations are using predictive analytics and automation to enhance interaction evaluation.

Self service 52

Self service Analytics Employee engagement Surveys 52

CSM Magazine

MAY 5, 2022

I have been in the Workforce Management (WFM) business for over 20 years and during this time, contact centre leaders have again and again told me that one of their biggest challenges is balancing the needs of employees with great customer service. Agent self-scheduling is just one way to engage and motivate employees.

Self service 52

Self service Service level Analytics Coaching 52

CSM Magazine

AUGUST 6, 2020

When Calabrio interviewed over 300 contact centre professionals to gain a better understanding of the impacts of the pandemic on customer service organisations, the overall message was clear – there is no going back to business as usual. Magnus Geverts is VP Product Marketing & Management at Calabrio. About the Author.

Analytics 52

Analytics Engineering Quality management Contact Center 52

CSM Magazine

OCTOBER 30, 2019

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio company, says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences.

Customer Experience 40

Customer Experience Average Handle Time Analytics Contact Center 40

CSM Magazine

MARCH 13, 2022

Those who scored higher in Total Experience empower employees with newer tools and platforms (messenger platforms, video chat, chatbots, and virtual assistants) that simplify support and transform customer experiences. They also utilise more complete analytic tools. Maximise performance : Create stronger teams. About the Author.

Gamification 52

Gamification Customer centricity Self service Surveys 52

Verint

MARCH 2, 2016

CRM Magazine – Roundtable Webinar. Verint’s Greg Sherry, vice president, marketing, will present “Why Voice of the Customer Is Essential Now—Understand What Customers and Prospects Are Thinking Before It’s Too Late” at 2 p.m. March 2; Webinar.

CRM 22

CRM Analytics Enterprise Marketing 22

CSM Magazine

JUNE 10, 2022

Contact centre solutions disruptor launches industry leading AI capabilities for quality management teams and performance improvement leaders. Series-A bound UK scale-up EvaluAgent has today announced the launch of its AI-powered Conversation Analytics capabilities. About EvaluAgent.

Analytics 52

Analytics Marketing Average Handle Time Quality management 52

CSM Magazine

DECEMBER 1, 2021

Who can forget that iconic front cover of TIME Magazine in May 2013 that screamed ‘Me, me, me generation – lazy, entitled narcissists?’ This will provide a single pane of glass where complete customer journeys are reflected, from the channels customers use, to previous purchases and past conversations.

Multichannel 64

Multichannel Analytics Surveys Chatbots 64

CSM Magazine

APRIL 12, 2023

With the AppFoundry, Genesys makes it easy for customers who are looking for an enterprise-grade solution like Calabrio ONE to select the best solution for their business starting with a connector for the full Calabrio ONE suite, or separately by product: Calabrio Workforce Management , Calabrio Quality Management and Calabrio Analytics.

APIs 52

APIs Analytics Coaching Morale 52

CSM Magazine

JULY 14, 2022

Contact centre, UC and CRM vendors are rushing to develop or acquire workforce engagement solutions consisting of quality and workforce management, AI analytics and performance monitoring tools – albeit to a greater or lesser degree of success. Just be sure to check the label: is it true or fake cloud?

Management 59

Management Agent Empowerment Analytics Cloud contact 59

CSM Magazine

SEPTEMBER 21, 2021

The best solutions unify call recording, quality management, workforce management, multichannel analytics and advanced reporting to connect the dots between organisations and changing customer needs. Now, the emphasis is on how to diagnose and remedy issues remotely, a challenge that requires simplification.

Multichannel 59

Multichannel Analytics Quality management Enterprise 59

CSM Magazine

FEBRUARY 17, 2021

Customer service starts with people, and the recent changes in the world of work present a great opportunity for contact centres to engage with their frontline staff. They become free agents with the power to transform the customer experience (CX). In order to achieve this a truly integrated cloud-based platform is required.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

CSM Magazine

APRIL 28, 2021

Simplifying and boosting tech efficiency is fast becoming a top priority for customer service organisations, both for agents and operational users alike whilst consumer expectations continue to rise. They adopted Calabrio QM analytics to accelerate customer contact resolution and restore service levels.

CRM 59

CRM Analytics Multichannel Telecommunications 59

CSM Magazine

JUNE 3, 2021

For example, Calabrio Analytics customers can apply the new Enterprise CXI dashboards to get going. “We Workforce Management (WFM) and Workforce Engagement Solutions (WEM) can help to track the performance of agents and keep teams engaged with leaderboards and gamification.

Enterprise 52

Enterprise Gamification Multichannel Analytics 52