CSM Magazine

APRIL 18, 2023

Magnus Geverts, VP of Product Marketing at Calabrio, shares 5 budget-friendly strategies to help you achieve more, and regret less. The current cost-of-living crisis combined with the usual stresses of managing a hybrid workforce and higher customer expectations put tremendous pressure on customer service organisations today.

Coaching 52

Coaching Analytics Contact Center outsourcing 52

Fonolo

AUGUST 17, 2021

To optimize your call center’s performance, you need to think about improving your customers’ experience. The Contact Center Guide to Managing Spikes in Call Volume. With some careful thought and these helpful tips, you can optimize your call center’s performance: 1. Be strategic in your workforce management, or scheduling.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

CSM Magazine

OCTOBER 10, 2023

The experience a company provides is as important as its products or services, as confirmed in a study by Salesforce of nearly 17,000 consumers worldwide. The theory goes that a shorter AHT is a helpful indicator of agent productivity because the more interactions agents handle, the more customers they serve.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

CSM Magazine

JANUARY 18, 2023

Calabrio, the workforce performance company, is pleased to announce the appointment of Kevin Jones as CEO. It’s been an absolute pleasure these past 15 years working to make Calabrio ONE what it is today—the leading workforce performance platform that helps enrich and understand human interactions,” said Goodmanson. “I

Contact Center 52

Contact Center Customer centricity Coaching Employee engagement 52

CSM Magazine

APRIL 20, 2022

Embrace analytics to boost your wellbeing strategy. Here, he takes a closer look and gives 3 reasons why you can’t afford to ignore the latest advancements in technologies designed for modern workforce optimisation and engagement. 3 ways to de-stress the workforce. That’s the message from Ross Daniels at Calabrio.

Technology 52

Technology Coaching Analytics Enterprise 52

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. As per a report , the customer care BPO market is estimated to rise from US$22,598.82

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Comm100

JANUARY 17, 2024

This transformation is rooted deeply in the integration of advanced automation and artificial intelligence. Why should businesses lean into automation? Chapter 2 Why should you lean into automation? CHAPTER 2 Why should you lean into automation? How does it benefit organizations and customer experience?

Customer Service 74

Customer Service Chatbots Customer centricity Feedback 74

CSM Magazine

MARCH 16, 2023

You may be asking what Pi has to do with customer data analytics in contact centres? However, in my mind speech analytics engines are accurate enough to give confidence in the results. Dive into the Unknown Here are 6 ways to implement customer analytics tools to help contact centres to dive into the unknown: 1.

Analytics 52

Analytics Coaching Finance Upselling 52

DMG Consulting

DECEMBER 4, 2023

AI Should Revolutionize Customer Experience 2023 was a tumultuous year for many businesses. There are always challenges to handle, but what’s exciting is that when it comes to enterprises (and smaller businesses, for that matter), there are virtually unlimited opportunities to improve the CX and EX.

Customer Experience 48

Customer Experience Self service Enterprise Contact Center 48

CSM Magazine

JANUARY 25, 2023

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. If you don’t have automated analytics tools then simply ask agents directly—they will welcome the opportunity to be involved and asking shows you care and value their input.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

JustCall

NOVEMBER 25, 2022

For meeting the goal of quality control, speech analytics software examines live or recorded calls and decodes emotional signs. Similar to voice recognition software, speech analytics software analyzes spoken language through artificial intelligence. Top 10 Software for Speech Analytics. Keep a call recording archive.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

NobelBiz

MARCH 12, 2024

Customer demands are ever-changing and more often than not, they become more and more difficult to keep up with for a lot of businesses. Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust. CXM has completely revolutionized how brands engage with their customers.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

TechSee

MAY 4, 2021

gigs will surpass the permanent workforce by 2027, growing 40% by 2027 to reach 86 million. Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead. The rise of remote work .

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

CSM Magazine

FEBRUARY 7, 2023

Calabrio’s own research reveals that most consumers will only tolerate 2 (44%) or 3 (30%) negative interactions before switching brands. Seek Out the Win-Win Opportunities There are investments that can be made that have a positive impact on CX and operational productivity. A good example is speech analytics.

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

CSM Magazine

OCTOBER 12, 2022

Research from the UK Call Centre Management Association (CCMA) also indicates the telephone continues to be many people’s preference for the most sensitive and challenging types of support needs: reporting fraud (48%), warranty/repair queries (30%) and refunds (28%). Strengthen this approach with the right technology.

Coaching 52

Coaching Upselling Analytics Customer centricity 52

CSM Magazine

SEPTEMBER 9, 2022

As customer experience management tops the business agenda, the spotlight falls on contact centres and agents take centre stage. i] This is welcome news for contact centres because a strategic focus on CX is the perfect opportunity to provide a stellar performance and help their organisations to shine. About the Author.

Customer Service 52

Customer Service Brand ambassadors Gamification Morale 52

JustCall

MARCH 9, 2023

Did you know that 70% of customers that had their issues solved favourably in the first call would be willing to return to your business for repeat purchases? Let’s take a look at the top 10 inbound call center software that can help your business get all its metrics in the right place. What are Contact Center Software Solutions?

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

CSM Magazine

NOVEMBER 3, 2022

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. According to 88% of contact centre managers, brand perception also directly influences overall company revenue. The Big Disconnect.

Gamification 52

Gamification Coaching Analytics Customer centricity 52

CSM Magazine

JULY 28, 2022

To optimize the work of staff, HR managers today are actively introducing various software into the work of the team. Find out from this article which HR management software is the most popular and effective and put it into practice! As practice shows, modern technologies provide wide opportunities in the field of HR management.

Management 59

Management Gamification Analytics Enterprise 59

JustCall

NOVEMBER 25, 2022

Finding valuable and relevant business insights from conversations that teams have with prospects and customers is the process of conversation intelligence. The information gathered from these interactions is utilized to thoroughly analyze the agents’ performance and understand the clients better.

Real estate 52

Real estate CRM Coaching Contact Center 52

CSM Magazine

JANUARY 19, 2023

If I owned a sweet shop, I’d be somewhat rotund as I am rather drawn to a sweet or six, apart from evil products like liquorice wheels and dolly mixtures that really need to be banned. There are several steps you can take to manage the gold mine of sweets, well, data coming in and out of the contact centre: 1.

Coaching 52

Coaching Chatbots Analytics Customer centricity 52

JustCall

AUGUST 7, 2023

Artificial Intelligence, or AI, as it is commonly known, is everywhere. Despite how actively businesses want to use custom AI solutions, they are still weary of its (possible) negative impact. In this guide, we will talk about the benefits, impact, and applications of AI for business use. But First, What is AI?

Chatbots 52

Chatbots Enterprise Finance Government 52

CSM Magazine

SEPTEMBER 21, 2022

New tools and techniques are constantly emerging to help planners better predict contact volumes, improve demand planning and maximise contact centre performance. Build behaviour profiles – “noise factors” such as holiday periods, marketing promotions and product launches impact contact volumes. Here are the essentials: 1.

Analytics 52

Analytics Consulting Consulting Management 52

CSM Magazine

JUNE 16, 2022

That all changed when the realities of serving customers at the height of the pandemic forced many businesses to embed flexible working practices into their business continuity plans as a matter of survival. Make workforce management a core component of your digital-first strategy but encourage good housekeeping.

Coaching 52

Coaching Self service Analytics Employee engagement 52

Noble Systems

MARCH 19, 2021

The demands on small and mid-size business (SMB) teams are different from those at larger organizations. This is especially true for managing customer contacts, which, while vital to growing a business, can have negative impacts if not done well. Let’s take a look at the best small business call center software features.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

DMG Consulting

JANUARY 20, 2022

Ongoing studies of the impact of work-from-home (WFH) on the productivity of contact center employees generally show positive results, where agents are at least as effective as they were when working in the office. million, a year-over-year increase of 2 percent from $1,859.3 million during the same period in 2020.

Enterprise 54

Enterprise Contact Center Employee engagement Virtual Agent 54

Calabrio

APRIL 28, 2021

On the surface, Calabrio and our customers were planning for a continued shift to a hybrid workforce, more agent autonomy and flexibility in scheduling. We were planning for greater ease-of-use and visibility across business data that would propel agility. . Analytics will be at the heart of much of the new functionality.”

Management 52

Management Analytics Contact Center Employee engagement 52

OctopusTech

SEPTEMBER 13, 2023

Choosing to outsource call center services is one of the best decisions a company can make as it helps to focus on the core business activities. They will help you to build an engagement with customers by providing them with immediate support assistance. What are Outsource Call Center Services?

outsourcing 62

outsourcing Call Center Finance Contact Center 62

CSM Magazine

NOVEMBER 10, 2021

When combined with the latest Workforce Engagement Management (WEM) solutions, chatbots have the power to improve workforce flexibility, employee satisfaction and the customer experience all in one go. Just as the contact centre uses quality assurance for agents, monitor chatbot performance over time too.

Chatbots 52

Chatbots Scripts Analytics Coaching 52

CSM Magazine

MAY 5, 2022

With stress levels in contact centres as a constant, Magnus Geverts at Calabrio discusses how to balance the needs of employees and the business with a fresh approach to agent self-scheduling. Other than ‘higher pay’, customers often tell me their agents crave ‘more flexibility’ in their job. Here are a few ideas to getting started: 1.

Self service 52

Self service Service level Analytics Coaching 52

Call Journey

MARCH 26, 2020

As the impact of COVID-19 continues to evolve and work-from-home arrangements are being made, employees around the world are understandably finding it challenging to maintain productivity and to remain agile and engaged while settling into a new working environment at home, away from colleagues and friends.

Analytics 52

Analytics Employee engagement Contact Center Scripts 52

Aspect

OCTOBER 31, 2019

November 13th – 2:00 PM ET. Presented by: Don Hudecek, Senior Product Manager, Aspect. Take full advantage of engagement opportunities to save time and resources while adhering to regulatory requirements. Hands-On Review of Speech Analytics. Multichannel Performance Tips and Tricks. LEARN MORE.

Multichannel 48

Multichannel Consulting Consulting Analytics 48

JustCall

MARCH 6, 2023

Improving call center agent performance is the foundation for building a successful call center. In this article, we will look at 12 strategies and tips on how to improve call center agent performance. 12 Tips to Improve Agent Productivity 1. Bain & Company claims that “happy employees make for happy customers.”

Coaching 52

Coaching Call Center Scripts Construction 52

CSM Magazine

NOVEMBER 23, 2021

One thing is true – such a profound period of change has proven difficult to manage. In this reality, improving agent work-life balance, reducing contact complexity and managing occupancy rates are crucial initiatives to safeguard retention rates. Contact centres must build business cases with this in mind.

Journey mapping 52

Journey mapping Metrics Analytics Education 52

Callminer

FEBRUARY 21, 2018

Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. She leads a team of highly engaged Team Leaders, Trainers, and Supervisors who share her commitment to exceptional customer service. Janeen Ansell.

call center software 210

call center software Call Center Contact Center Analytics 210

JustCall

MARCH 7, 2023

A contact center is a facility in a business that enables it to manage all its customer interactions happening over multiple channels. Telephonic conversations can be integrated into contact centers; however, these departments are majorly responsible for managing digital communications. What is a Contact Center?

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52

CSM Magazine

JUNE 14, 2022

As Calabrio deploys its true cloud Workforce Optimisation (WFO) offering via AWS in South Africa, Olle Düring at Calabrio outlines five reasons why this latest news matters to customers in the region. . This will allow our customers in the region to provide superior customer service and reduce costs, quickly and with ease.

Cloud contact 59

Cloud contact Banking Business Process Outsourcing Employee engagement 59