CSM Magazine

JUNE 24, 2021

Modern all-in-one solutions unify call recording, quality management, workforce management, multichannel analytics and advanced reporting for comprehensive IT connectivity and customer connectedness. The Enterprise CXI add-on for Calabrio Analytics is a good example of using technology to build these connections.

Enterprise 52

Enterprise Multichannel Analytics Quality management 52

Callminer

FEBRUARY 21, 2018

A few years ago, when we were making our transition to call tracking, a big thing we looked for when comparing software was the ability to integrate directly with Google Analytics. Some of these systems employ speech analytics to determine what is being said and the overall tone of the call. and the Office of the Mayor of Taipei.

call center software 210

call center software Call Center Contact Center Analytics 210

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?’ Our AI-driven analytics tools make it easy for contact centres to uncover customer sentiment and share compelling insights with other parts of the organisation.

Multichannel 64

Multichannel Analytics Surveys Chatbots 64

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

APRIL 28, 2021

Achieving full customer experience (CX) Intelligence comes from tapping into unfiltered Voice of the Customer (VoC) conversations using evaluation tools and/or the latest analytics. 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