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

He has held senior positions as editor and columnist of a bilingual edition of TIME magazine, authored a dozen books and served as a Chinese-to-English translator for clients including the Taipei Times, The China Post, Acer Inc. Others may baulk at the inordinate amount of time or effort to manage the process as well.

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?’ The same mantra could equally be applied to how different generations treat each other and how employers can learn from the mistakes of the past. Think about how Millennials were treated.

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

AI-driven quality management (QM) and speech analytics help identify the one word that keeps cropping up in customer conversations to flag up issues, categorise calls and then prioritise them.

CRM 59

CRM Analytics Multichannel Telecommunications 59

CSM Magazine

JUNE 3, 2021

Workforce Management (WFM) and Workforce Engagement Solutions (WEM) can help to track the performance of agents and keep teams engaged with leaderboards and gamification. For more hints and tips on becoming a Connected Enterprise or to learn from real-life successes, visit www.calabrio.com .

Enterprise 52

Enterprise Gamification Multichannel Analytics 52