CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Customer centricity 182

Customer centricity Banking Education Contact Center 182

CSM Magazine

MARCH 27, 2023

Calabrio , the workforce performance company, today announced its new workforce management (WFM) integration with Zoom’s omnichannel contact centre platform. The cloud-to-cloud integration gives Zoom Contact Center customers access to the only true-cloud, enterprise-grade WFM solution on the market.

Contact Center 52

Contact Center Enterprise Management Customer centricity 52

Noble Systems

JANUARY 29, 2019

Advancements in technology have contact centers light years ahead of where they were five – even two years ago. 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.

Agent Empowerment 58

Agent Empowerment Contact Center Customer centricity Surveys 58

Noble Systems

JANUARY 29, 2019

Advancements in technology have contact centers light years ahead of where they were five – even two years ago. 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.

Agent Empowerment 47

Agent Empowerment Contact Center Customer centricity Surveys 47

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. “The future of customer experience lies in true-cloud solutions.

Customer centricity 52

Customer centricity Engineering SaaS Contact Center 52

CSM Magazine

OCTOBER 15, 2018

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. Running a contact center takes me back to my school days and Aesop’s Fable of the ‘Tortoise and the Hare’. With customer-centric success criteria in place, turn to innovative workforce.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

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.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

CSM Magazine

SEPTEMBER 14, 2023

“We will continue supporting our customers on their path to success, helping empower their agents with the Calabrio ONE platform, and elevating the role of agents as brand guardians.” 1] The Ventana Research Buyers Guide provides a balanced perspective of vendors and products that is rooted in an understanding of business drivers and needs.

Management 59

Management Coaching Contact Center Customer centricity 59

CSM Magazine

AUGUST 29, 2023

Avaya customers can now leverage cloud-based passwordless authentication solutions for contact center agents, reducing fraud and unlocking significant efficiency gains. “We are delighted to partner with Journey on this innovative approach to providing contact centers access to more robust and efficient security.

industry standards 52

industry standards Contact Center Customer centricity SaaS 52

ShepHyken

MARCH 5, 2023

How can business leaders shape the future of their organizations using a customer-centric approach? That said, this article was an interview for a magazine that focuses on healthcare, but don’t let that stop you from reading it. 10 Tactics to Boost Your Customer Lifetime Value by Tom Wicky (Inc. They want personalization.

Customer Service 33

Customer Service Metrics Healthcare Upselling 33

CSM Magazine

JANUARY 18, 2023

Calabrio is an innovative disruptor in the cloud-first contact center market, across enterprises of all sizes. 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.”

Contact Center 52

Contact Center Customer centricity Coaching Employee engagement 52

CSM Magazine

OCTOBER 17, 2023

The good news is UK contact centres appear to be on the right track by recognising the importance of agent wellbeing. 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%).

Customer centricity 52

Customer centricity Coaching Employee engagement Surveys 52

CSM Magazine

SEPTEMBER 21, 2023

Read the full State of the Contact Centre report. 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.

Customer Service 59

Customer Service Customer centricity Analytics Contact Center 59

Talkdesk

JANUARY 16, 2018

This post was originally written by Emily Blazensky , Director of Marketing at VoiceBase, for Opentalk Magazine. . The thousands-upon-thousands of conversations that pour into call centers worldwide every day contain priceless information. What are your customers saying about your company or your competitors?

Analytics 40

Analytics Call Center Customer centricity Construction 40

Talkdesk

JANUARY 16, 2018

This post was originally written by Emily Blazensky , Director of Marketing at VoiceBase, for Opentalk Magazine. . The thousands-upon-thousands of conversations that pour into call centers worldwide every day contain priceless information. What are your customers saying about your company or your competitors?

Analytics 40

Analytics Call Center Customer centricity Construction 40

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. Listen to Your Agents Contact centre managers around the world have different ways to improve agent engagement. About the Author Dave Hoekstra is Product Evangelist at Calabrio.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

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.

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 48

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

OCTOBER 24, 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. For more information visit Calabrio. About Calabrio Calabrio is a trusted ally to leading brands.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

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. Scott Sachs is president of SJS Solutions , a consultancy that specializes in the development and deployment of contact center technology.

call center software 210

call center software Call Center Contact Center Analytics 210

CSM Magazine

NOVEMBER 2, 2023

. “Helping agents master the skills necessary to solve complex problems and deliver superior empathetic experiences will bolster the value Foundever delivers to brands that strive to improve the ever-important human aspects of outstanding customer experiences.”

Customer Experience 52

Customer Experience Coaching Telecommunications First call resolution 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 10, 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 the Author Graeme Meikle is a Senior Workforce Management Consultant at Calabrio.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

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

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. About the Author Jim Davies is Chief Experience Officer at Calabrio. Calabrio is a trusted ally to leading brands.

Chatbots 52

Chatbots Self service Customer centricity Contact Center 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

APRIL 25, 2023

For more confidence-boosting tips, visit www.calabrio.com About the Author Paul Stemp is Supervisor, Customer Success Management at Calabrio Calabrio is a trusted ally to leading brands.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

CSM Magazine

FEBRUARY 6, 2019

Customer experience (CX) has become a priority for the vast majority of organisations – or has it? With the large volumes of contact center advisors still incentivized based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable. AHT has dominated contact center measurement for decades.

Metrics 55

Metrics Customer Service Management Contact Center 55

CSM Magazine

OCTOBER 25, 2022

The marketplace is very competitive, and Calabrio will continue to establish itself as a trusted ally by staying ahead of customer needs,” said Toben. About Calabrio. Calabrio is a trusted ally to leading brands.

SaaS 52

SaaS Cloud contact Customer centricity Coaching 52

CSM Magazine

JANUARY 20, 2022

John D’Anna to lead Hammer, the fast-growing contact center assurance division created from the acquisition of Empirix by Infovista. The experienced leader will drive and fulfill booming demand for Hammer customer experience assurance as contact centers migrate to the cloud.

Contact Center 10

Contact Center Interactive Voice Response Healthcare Multichannel 10

CSM Magazine

APRIL 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. About the Author Magnus Geverts is VP Product Marketing at Calabrio.

Coaching 52

Coaching Analytics Contact Center outsourcing 52

CSM Magazine

FEBRUARY 14, 2020

The concept of a customer-centric culture is often talked about when discussing the customer experience. But in many cases, the buzzword has overshadowed action, with anyone and everyone who holds a belief that the customer is important, claiming to have a customer-centric culture.

Brand ambassadors 59

Brand ambassadors Complaint resolution Customer centricity Best practices 59

CSM Magazine

APRIL 27, 2022

Quantum Metric, the Continuous Product Design platform for customer-driven digital experiences, today announced an integration with ServiceNow to extend insight into individual customer experiences. As the pioneer in Continuous Product Design, Quantum Metric helps organizations put customers at the heart of everything they do.

Metrics 52

Metrics Telecommunications Customer centricity Engineering 52

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. This conversation originally appeared in Opentalk magazine. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago?

Average Handle Time 42

Average Handle Time Chief Customer Officer Wireless Enterprise 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. This conversation originally appeared in Opentalk magazine. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago?

Average Handle Time 40

Average Handle Time Chief Customer Officer Wireless Enterprise 40

CSM Magazine

FEBRUARY 11, 2020

UJET is propelling customer experience into the digital age by empowering support organizations to create intelligent workflows, make data actionable, and create a modern business model where organizations have the tools and technology they need to create an immersive, engaging, and one-of-a-kind experience for their customers.

Customer Support 64

Customer Support Transportation Surveys Analytics 64

CSM Magazine

AUGUST 22, 2019

.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines. External Customer Facing Strategy : How can we thrive in the age of exceptional experiences and develop an innovative 2020 strategy to surpass our competition?

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40