OctopusTech

APRIL 18, 2024

Talking to customers is not enough; it is about making those conversations beneficial and considering every customer’s requirements and expectations. This is critical as every call determines how people perceive your company, and you can lose a client even by making one small mistake. Young employee working with a headset.

Call Center 62

Call Center Contact Center Telemarketing outsourcing 62

CSM Magazine

JANUARY 8, 2024

The call came in early Sunday morning: “Our systems are down after a cyber-incident, and we need to get our contact centre back up immediately. This attack took down their on-premise contact centre, resulting in them having no access to critical customer data and communications. It was a nightmare scenario.

Healthcare 52

Healthcare Cloud contact outsourcing Enterprise 52

Call Design

FEBRUARY 10, 2022

A new wave of technology adoption is closing the gap in contact centre operations and shaping how agents perform on a day-to-day basis. While older, legacy systems are common, many contact centres are adopting new digital strategies to elevate productivity and manage unpredicted surges in call volume.

Interactive Voice Response 78

Interactive Voice Response Gamification Technology Quality management 78

Call Design

SEPTEMBER 21, 2021

Contact centres represent the voice of many organisations, existing as the first point of contact for customers engaging with your organisation. Allowing contact centre managers to accommodate a more extensive range of learning styles provides a better guarantee of keeping staff engaged and learning.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

CSM Magazine

JUNE 10, 2021

Fed up of negative contact centre perceptions limiting your budget, resources and potential? Nick Smith at Calabrio , discusses how you can overcome these concerns and reposition your contact centre as a “profit centre”, instead of a “cost centre”. A further 10.2% Just picture it.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today? It’s important to strike the balance between speed and personalised service delivery.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

CSM Magazine

JULY 21, 2023

They are finding invaluable insights not in traditional market research, but in their contact centres, the bustling hubs of customer and colleague conversations. Contact centres have long been viewed as cost centres, dedicated to managing customer queries, complaints, and issues.

Enterprise 52

Enterprise Customer centricity Chatbots Consulting 52

CSM Magazine

APRIL 18, 2023

As consumers tighten their belts and organisations undergo digital and workplace transformations, there has never been a better time to invest in the contact centre. Flexible working practices and high customer expectations are here to stay and when budgets are tight, hiring more staff isn’t always a viable option.

Coaching 52

Coaching Analytics Contact Center outsourcing 52

ShepHyken

MARCH 21, 2022

5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. And today, meeting the bare minimum customer service expectations will not make the cut. My Comment: Here are five excellent ideas/tips to improve your company’s customer experience. Sometimes common sense makes the most sense!

Customer Service 167

Customer Service Customer retention Engineering Self service 167

Taylor Reach Group

MAY 19, 2021

Working with a new client, we started discussing benefits of First Contact Resolution (FCR) and how important it is in improving the contact centre performance. My client agreed with all the points that I was making but then said that they do not measure First Contact Resolution. Accurately? ”, I asked.

CRM 169

CRM Metrics Consulting Consulting 169

Call Design

SEPTEMBER 8, 2020

The contact centre is one of the most important departments in your organisation. Contact centre agents have a direct line to your customers, handling the various customer service issues that your business is facing on a day-to-day basis. Ignoring the Data. Improper Training.

outsourcing 78

outsourcing Technology Consulting Consulting 78

Call Design

DECEMBER 5, 2023

Although workforce management is frequently overlooked in strategic planning, it is crucial to recognize the significant contributions that WFM professional can make to the strategic planning process. Their frontline experience in operations provides them with insights into how different departments can work together more efficiently.

Management 78

Management Analytics Employee engagement Customer Experience 78

Call Design

AUGUST 9, 2021

The quality of service and efficiency of how a contact centre is run directly impacts its ability to be successful. This type of automation allows agents to make better use of their time. This has shown that humans and virtual agents can operate as co-workers helping to make the agents’ job more interesting.

Interactive Voice Response 78

Interactive Voice Response Chatbots Coaching Virtual Agent 78

CSM Magazine

JANUARY 19, 2023

Contact centres are giant candy stores full of rich, tempting data but how do you choose and where do you begin? Jim Davies shares five delicious tips for mastering effective data collation and optimisation. Our sweets are our data sources. Aim for seamless data.

Coaching 52

Coaching Chatbots Analytics Customer centricity 52

CSM Magazine

AUGUST 30, 2022

Advisors are seeing this first-hand, with 76% of demand into an average contact centre coming via the voice channel. And with businesses and stores largely closed, the contact centre quickly became the new frontline for customer engagement. It’s time to place voice at the heart of the CRM Customer Engagement Centre.

CRM 98

CRM Average Handle Time Consulting Consulting 98

CSM Magazine

MARCH 16, 2023

There is an infinite amount of data in contact centres but what does it really tell us? You may be asking what Pi has to do with customer data analytics in contact centres? So, why don’t we think the same when it comes to analyzing customer data? Well, please bear with me.

Analytics 52

Analytics Coaching Finance Upselling 52

CSM Magazine

JUNE 14, 2022

Customers like Standard Bank , the continent’s largest bank, that recently implemented Calabrio Workforce Management (WFM) for 4,000 agents alongside its Amazon Connect Contact Centre as a Service (CCaaS) platform. That launch effectively introduced a blueprint for data sovereignty that could be replicated in other parts of the globe.

Cloud contact 59

Cloud contact Banking Business Process Outsourcing Employee engagement 59

CSM Magazine

MARCH 2, 2023

While a number of innovators and early adopters have seized the initiative and embraced a rapid transformation to cloud contact centres, the reality remains that the vast majority of organisations are still trying to establish just exactly what their cloud contact centre journey might look like.

Cloud contact 52

Cloud contact Technology Customer Experience Customer Service 52

CSM Magazine

JULY 26, 2023

Nick Brook at Calabrio shares 7 winning strategies for driving all-round flexibility in contact centres. If you’re not a fan of wearing a suit and tie every day and want plenty of time to spend with friends and family, then working in a contact centre is for you.

Self service 52

Self service Coaching Chatbots Analytics 52

Call Design

JULY 27, 2021

The ability to evaluate the effectiveness of your workforce management solution can drastically improve the performance of your contact centre. Below are several important factors you should consider in order to get the best workforce management solution for your contact centre. Easy Integration.

Management 78

Management APIs Self service Enterprise 78

Call Design

JULY 19, 2021

The ability to evaluate the effectiveness of your workforce management solution can drastically improve the performance of your contact centre. Below are several important factors you should consider in order to get the best workforce management solution for your contact centre. Easy Integration.

Management 78

Management APIs Self service Enterprise 78

CSM Magazine

JANUARY 25, 2023

If the festive season left your frontline staff frazzled, now is the time to give them a welcome energy boost. Great news for businesses that rely on the festive season to tide them over during the leaner months but extremely stressful for agents in contact centres. Here are our top tips: 1. Don’t know what they are?

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

CSM Magazine

APRIL 6, 2023

At our recent Disrupt 2023 conference I outlined how, at Sabio, we’re using data to ‘think outside the tick-box’ and help create lasting and effective wellbeing strategies for clients. The adoption of AI and Automation has seen a radical re-adjustment.

Benchmark 52

Benchmark Consulting Consulting Service level 52

CSM Magazine

SEPTEMBER 8, 2023

The CCaaS and CRM leaders unveiled their new Customer Experience and Relationship Management solution – CX Cloud – with the exciting new offering aimed at helping businesses drive more value from data and AI through Genesys Cloud and Salesforce Service Cloud. Looking to find out more?

CRM 52

CRM Enterprise Consulting Consulting 52

CSM Magazine

NOVEMBER 3, 2022

Recent research shows consumers believe there is a direct correlation between contact centres and brand loyalty. In the latest State of the Contact Centre Report the vast majority of consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on customer loyalty.

Gamification 52

Gamification Coaching Analytics Customer centricity 52

CSM Magazine

JUNE 8, 2023

Merseyside based contact centre with 1500 people chooses technology to support ambitious growth plans. Calabrio , the workforce performance company, has announced that business process outsourcer (BPO) The Contact Company (TCC) has selected Calabrio ONE software to support the company’s ambitious growth plans.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Enterprise Customer centricity 52

Lumoa

APRIL 21, 2022

It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profits”. What will your answer be? That’s all very nice and as CEO that’s what you’ll be expected to say, and what you’ll want your people to hear. You have data.

Customer Support 83

Customer Support Banking First call resolution Self service 83

CSM Magazine

APRIL 13, 2022

In a new three-part series Ross Daniels introduces Calabrio’s campaign to support improvements for people, processes and technology to enable greater wellbeing across contact centre organisations. . Flexible working practices, growing customer demands and a fast-changing competitive landscape are all taking their toll.

Analytics 59

Analytics Coaching Best practices Technology 59

CSM Magazine

MAY 12, 2023

At Disrupt 2023 in the UK, we interviewed Seb Reeve, Business Development Director at Microsoft (Nuance), on the benefits of empowering contact centre advisors to help deliver excellent CX. I think businesses who are leaders in the space tend to be using data to support that change.

Chatbots 52

Chatbots Technology Customer Experience Customer Service 52

Blueship Call Center

MARCH 23, 2023

If something doesn’t work at a tiny business, it’s gone. We discover that, in most cases, a lack of adoption is to blame if employing a call centre feels like it’s doing little more than nothing to help your small business thrive. We comprehend.

Call Center 45

Call Center outsourcing Scripts Call flow 45

Callminer

AUGUST 6, 2019

In this guide, we’ll help you make more informed buying decisions by describing the various types of call center software, offering expert tips and guidance for choosing the best software solutions for your needs, as well as best practices for utilizing and implementing your call center software suite. Service is a big part. “As

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Infinity

MAY 3, 2022

Contact forms, email, social media and even WhatsApp - you’d be forgiven for thinking that the humble phone call has fallen out of fashion. Clearly, bad customer service experience is bad for business and your call centres have significant influence over this. What is call centre software? You’d be wrong.

Analytics 52

Analytics Scripts Upselling CRM 52

CSM Magazine

APRIL 20, 2022

Embrace analytics to boost your wellbeing strategy. and came to the conclusion that the major barrier to wellbeing – stress – affects everyone in the contact centre and beyond. We shared several coping strategies and introduced the importance of data in promoting wellbeing across the whole organisation.

Technology 52

Technology Coaching Analytics Enterprise 52

CSM Magazine

MAY 12, 2021

Ross Daniels at Calabrio believes it’s a great aspiration for all modern organisations and presents a unique opportunity to elevate the status of the contact centre. Today, the key to success lies in becoming a Connected Enterprise where all parts of the organisation work together to deliver exceptional customer experiences.

Enterprise 64

Enterprise Construction Finance Benchmark 64

Taylor Reach Group

AUGUST 26, 2020

In today’s contact centers the concept of First Contact Resolution or FCR for short, is well known. Most contact center want to improve on this element, but how? This case study provides some ideas as to how to tackle improving FCR in a contact center. One way to measure FCR is to ask your customers! Measuring FCR.

Analytics 121

Analytics Interactive Voice Response Contact Center CRM 121

Callminer

APRIL 24, 2020

According to the data, the industry saw a total of 32,000 new positions added in Q1 2019, with several major companies expanding their call center operations. As such, it’s important to hire talent that will represent the company in a positive manner, motivate other agents, and drive performance that will make a difference in business growth.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207