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.

Marketing 52

Marketing Customer centricity SaaS Coaching 52

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%). Calabrio is a trusted ally to leading brands.

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

Customer Guru

APRIL 10, 2018

Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves. Given this understanding, how can we be customer-centric?

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

CSM Magazine

NOVEMBER 14, 2023

The good news is contact centres from all parts of the world recognize the importance of agent wellbeing in meeting customer demands. The majority (80%) or more rank agent engagement scores as the top measurement metric of the future ahead of traditional customer-centric KPIs such as customer effort (81%) and average handle time (80%).

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

CSM Magazine

OCTOBER 10, 2023

While leaders often ask agents to ‘walk in the customer’s shoes’, such advice usually exacerbates these negative consequences. Understand that the problem is not empathy in itself but how it is coached. For more tips on how to improve AHTs in your contact centre, visit www.calabrio.com. Calabrio is a trusted ally to leading brands.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

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. The unwavering dedication, expertise, and passion of Calabrio employees is the cornerstone for providing exceptional solutions to our valued customers.”

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Analytics 52

Education Services Group

OCTOBER 25, 2022

Chris Hicken (CH): The way that I would coach CS people to talk to their CFOs is to start by looking at the unit economics of the business. We just published a new magazine called Product Market Fit. Marley’s chapter is chapter number eight on Digital CS, and we had 40+ people from the community help write this magazine.

Marketing 52

Marketing Sales Customer centricity Accountability 52

CSM Magazine

OCTOBER 24, 2023

A touchpoint dashboard for each quality program gave teams access to specific performance coaching during monthly supervisor meetings. Jo’s outstanding efforts are evident through her enthusiasm in meeting with other Calabrio customers and sharing her story at events. For more information visit Calabrio.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

CSM Magazine

OCTOBER 27, 2023

Improved Customer Satisfaction Enhancing versatile skills in customer service leads to improved satisfaction as it allows representatives to effectively handle a variety of customer issues. These skills gained through comprehensive call center coaching equip them to better understand client needs and articulate solutions.

Customer Service 64

Customer Service Customer centricity Coaching Customer retention 64

CSM Magazine

JULY 19, 2023

Every week, agents schedule 4,700 breaks and 1,100 holiday requests using Calabrio’s self-service app while team managers utilise the WFM software to arrange 1,700 offline activities such as meetings, 1-2-1 sessions, and ‘return to work’ coaching for example, after parental leave or a career break.

outsourcing 52

outsourcing Coaching Self service Customer centricity 52

Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. John is an “Ex-Disney Guy” and Customer Experience Coach. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

CSM Magazine

APRIL 12, 2023

Customers access leading agent self-service tools, like Self-Scheduling, that maximize team morale and day-to-day efficiency. Predictive quality scoring, streamlined evaluations, and smarter insights for more targeted coaching with AI and automation-powered Quality Management.

APIs 52

APIs Analytics Coaching Morale 52

CSM Magazine

SEPTEMBER 30, 2022

Joint runner-up: Implements self-service, updates knowledge base and adds agent coaching to increase topline revenue. To remedy this and improve talk times, new IVR messages were implemented; the knowledge base updated, additional coaching given, FAQs added to help agents, and processes streamlined. About Calabrio.

Analytics 52

Analytics Coaching Interactive Voice Response Customer centricity 52

CSM Magazine

DECEMBER 15, 2022

Focus on quick wins that bring instant value such as setting up proactive alerts and reach-outs, self-service, and online content enhancements, or coaching and policy changes. They may offer alternative solutions to improve customer outcomes, producing a win-win situation. That way, customers are more likely follow their lead.

Coaching 52

Coaching Analytics Feedback outsourcing 52

CSM Magazine

SEPTEMBER 21, 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. Read the full State of the Contact Centre report. About Calabrio Calabrio is a trusted ally to leading brands.

Customer Service 59

Customer Service Customer centricity Analytics Contact Center 59

CSM Magazine

JANUARY 18, 2023

“I look forward to guiding Calabrio into its next phase of strategic growth as we expand our efforts to optimize the contact center customer experience.” About Calabrio Calabrio is a trusted ally to leading brands.

Contact Center 52

Contact Center Customer centricity Coaching Employee engagement 52

CSM Magazine

JANUARY 9, 2023

With this launch, Playvox’s entire workforce engagement suite, which also includes quality management and coaching, is available to Salesforce customers. We’re honored to collaborate with Salesforce to bring new levels of efficiency and innovation to our joint customers.”

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59

CSM Magazine

OCTOBER 12, 2022

From hiring new agents to training new joiners and developing existing team members, prioritise the top five behaviours that are the hallmarks of good customer conversations: empathy, helpfulness, adaptability, active listening, and patience. Discuss with agents what they did well and isolate best practices.

Coaching 52

Coaching Upselling Analytics Customer centricity 52

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. About Calabrio Calabrio is a trusted ally to leading brands.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Enterprise Customer centricity 52

CSM Magazine

APRIL 6, 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. About Calabrio Calabrio is a trusted ally to leading brands.

Contact Center 52

Contact Center Morale Analytics Customer centricity 52

CSM Magazine

APRIL 18, 2023

When it comes to agent skills, remember that how you make your customers feel is just as important as whether you solve their problems. Re-assess performance metrics and coaching techniques to guide agents in delivering fast, efficient service with empathy. About the Author Magnus Geverts is VP Product Marketing at Calabrio.

Coaching 52

Coaching Analytics Contact Center outsourcing 52

CSM Magazine

APRIL 25, 2023

The beauty of these analytics-fuelled innovations is they are also beneficial to management, enabling supervisors for example, to uncover potential knowledge and skills gaps to refine and strengthen agent coaching and training.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

CSM Magazine

MARCH 13, 2022

Avaya has announced results of an online market research survey conducted by IDG Communications indicating the most successful UK&I businesses recognise customer-centricity involves an interconnection between Customer, Employee, User, and Multiexperience. . Maximise performance : Create stronger teams. About the Author.

Gamification 52

Gamification Customer centricity Self service Surveys 52

CSM Magazine

MARCH 27, 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 center as a brand guardian. Read here how you can empower your contact centre with Calabrio Workforce Management and Zoom Contact Center.

Contact Center 52

Contact Center Enterprise Management Customer centricity 52

CSM Magazine

JULY 26, 2023

Investing in automated performance coaching solutions that connect to WFM will create a robust QM framework and adds further flexibility to often complex contact centre environments.

Self service 52

Self service Coaching Chatbots Analytics 52

CSM Magazine

FEBRUARY 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. To learn more about where you go for software, visit www.g2.com com and follow us on Twitter and LinkedIn.

Customer Service 52

Customer Service Customer centricity Coaching Contact Center 52

Fonolo

JANUARY 14, 2020

Top Pick: Creating a winning customer-centric marketing strategy. Bliss is a fitting last name for the Founder and CEO of CustomerBliss, which focuses on improving the lives of customers in any industry. Top Pick: 7 tips and resources for Chief Customer Officers and C-Suite Customer Experience Leaders. Kate Nasser.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

CSM Magazine

APRIL 20, 2022

Using analytics for personalized performance coaching has been made easier by the introduction of AI enabled recording and tracking of 100% interactions and agent performance metrics. The foundation of a successful customer-centric organisation lies with positioning the contact centre at the heart of the business intelligence platform.

Technology 52

Technology Coaching Analytics Enterprise 52

CSM Magazine

OCTOBER 18, 2022

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. About Calabrio. Calabrio is a trusted ally to leading brands.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

CSM Magazine

OCTOBER 18, 2022

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. About Calabrio. Calabrio is a trusted ally to leading brands.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

CSM Magazine

JANUARY 25, 2023

These clever tools release intelligent insights that give frontline staff a complete understanding of their end-to-end interactions including mood on every step of the customer journey. Meanwhile, they help supervisors uncover potential knowledge and skills gaps to refine and strengthen agent coaching and training.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

CSM Magazine

JANUARY 19, 2023

Customer Experience —classic examples are checking for active listening skills versus an improvement in customer sentiment or red-flagging when unnecessary call backs are causing frustration. All of these examples, and the data they unlock, are currently just sat on the sweet shop shelf being overlooked.

Coaching 52

Coaching Chatbots Analytics Customer centricity 52

CSM Magazine

NOVEMBER 9, 2022

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. About Calabrio. Calabrio is a trusted ally to leading brands.

Marketing 52

Marketing Customer centricity SaaS Contact Center 52

CSM Magazine

MAY 30, 2023

The digital foundation of customer-centric contact centers, Calabrio helps enrich and interpret human interactions, empowering the contact center as a brand guardian.

Chatbots 52

Chatbots Self service Customer centricity Contact Center 52

CSM Magazine

MARCH 16, 2023

These insights also empower the contact centre to highlight and address high risk interactions more efficiently and, in our experience working with customers, navigating to the precise point in an interaction improves efficiency of quality assurance and compliance by 30-40%.

Analytics 52

Analytics Coaching Finance Upselling 52

CSM Magazine

NOVEMBER 3, 2022

Do your agents know what customers are feeling at every stage of the customer journey? Can they pre-empt what will make or break a good customer experience? First, adopt automated performance coaching solutions to identify individual skills gaps and deliver highly personalised training schedules.

Gamification 52

Gamification Coaching Analytics Customer centricity 52

CSM Magazine

MAY 26, 2020

Andrea Belk Olson has a 20-year, field-tested background that provides unique, applicable approaches to creating more customer-centric organizations. A 4-time ADDY® award-winner, she began her career at a tech start-up and led the strategic marketing efforts at two global industrial manufacturers.

Customer centricity 92

Customer centricity Coaching Consulting Consulting 92