CSM Magazine

OCTOBER 24, 2023

Calabrio , the workforce performance company, has announced the winners of its annual ONE Awards. Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations.

Coaching 52

Coaching Analytics Customer centricity Contact Center 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. Using a workforce management solution can provide so much more insight than an Excel spreadsheet, helping you to streamline operations, optimise performance, and engage agents.

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. Using a workforce management solution can provide so much more insight than an Excel spreadsheet, helping you to streamline operations, optimise performance, and engage agents.

Management 78

Management APIs Self service Enterprise 78

CSM Magazine

FEBRUARY 8, 2022

Calabrio, the customer experience intelligence company, today announced that Calabrio ONE, the workforce engagement management suite, has been named a Leading product based on its high customer satisfaction scores, quality of support and “likeliness to recommend” ratings from real users on G2 , the world’s largest tech solutions review site.

Analytics 59

Analytics Technology Customer Experience Management 59

CSM Magazine

APRIL 20, 2022

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. 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

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

SEPTEMBER 30, 2022

Calabrio , the workforce performance company, recently welcomed customers back to its Calabrio Customer Connect conference in Orlando, Florida (Sept. To reduce repeat calls and shrink a climbing cost per call, ICCU used the full Calabrio ONE Suite to gain insight on the entire member journey. million annually.

Analytics 52

Analytics Coaching Interactive Voice Response Customer centricity 52

Call Design

JUNE 20, 2022

The business case for intelligent automation is simple; it increases customer service agent productivity, reduces the time team leaders and workforce management (WFM) spend on low-value tasks and provides proficiency in streamlined training delivery. Finding time for agent training is essential to improving capabilities. Elevate Flexibility.

Coaching 78

Coaching SaaS Engineering Management 78

Call Design

OCTOBER 20, 2020

Contact centres are facing a huge obstacle as they continue to struggle to provide effective WFH solutions for their remote agents. The first step in mobilising your workforce is to set schedules for your agents. Call Design is one of the most trusted suppliers of workforce management software. Schedule your teams carefully.

Surveys 78

Surveys Consulting Consulting Feedback 78

CSM Magazine

APRIL 13, 2022

Add to this the need to optimise performance, keep teams connected and meet ever increasing customer expectations. Essentially, many organisations are sitting on a goldmine of intelligence that isn’t used effectively – are you being held back by data silos or clunky IT systems? Here are three ideas for inspiration: 1.

Analytics 59

Analytics Coaching Best practices Technology 59

CSM Magazine

MARCH 16, 2023

There is an infinite amount of data in contact centres but what does it really tell us? Jim Davies of Calabrio believes that educated insights are better than wandering around in the unknown and that taking a lead from Pi is the answer. You may be asking what Pi has to do with customer data analytics in contact centres?

Analytics 52

Analytics Coaching Finance Upselling 52

CSM Magazine

MARCH 1, 2022

Plus, an easy process is the best way to convert a straight up return into an exchange – meaning retailers can keep the cash and optimise inventory. Should disruption arise, teams need to be empowered with actionable delivery performance data and insights so they can act before customers realise there’s an issue.

Customer Experience 97

Customer Experience Government Upselling Technology 97

JustCall

JANUARY 19, 2023

But if your customers are on hold or don’t get the solution to their problem quickly, your customer may walk away from you forever. Call centers are also becoming increasingly valuable because of the data they keep on their customers. Organizations use this data to personalize service and track each customer’s journey.

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

CSM Magazine

MAY 17, 2021

The modern multi-channel contact centre has entered what we at Calabrio call a Cloud-Smart Era, one where the cloud is set to drive strategic business value rather than merely support tactical cost-optimisation. Cloud solutions make it easier to unlock the value within Voice of the Customer (VOC) and employee data.

Analytics 96

Analytics Employee engagement Surveys SaaS 96

CSM Magazine

JANUARY 25, 2023

Analytics are the way forward, inside and out — these modern-day miracle-workers capture and analyse data from within the contact centre and beyond, converting data into valuable business intelligence that can be used to enhance the agent and customer experience. About the Author Magnus Geverts is VP Product Marketing at Calabrio.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

CSM Magazine

FEBRUARY 23, 2021

Digital transformation acceleration drives cloud contact centre adoption of Calabrio workforce engagement management technology. Calabrio , the workforce engagement management (WEM) company, has seen a strong growth trajectory in the UK during the last 12 months, despite the global pandemic.

Technology 52

Technology Cloud contact Telecommunications Analytics 52

CSM Magazine

SEPTEMBER 9, 2022

Elevate your customer service strategy with Workforce Performance – think differently, introducing processes and solutions that strategically support and maximise overall workforce performance, rather than simply offer a route to workforce optimisation. In turn, the team delivers better service to customers.

Customer Service 52

Customer Service Brand ambassadors Gamification Morale 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. . 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

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. However, even with well-crafted scripts and innovative solutions, chatbot success cannot be guaranteed.

Chatbots 52

Chatbots Scripts Analytics Coaching 52

CSM Magazine

NOVEMBER 3, 2022

Without the stress, cost, and time to commute, agents are better placed to focus on delivering exceptional customer experiences supported by today’s connectivity-boosting cloud-based solutions. 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

MARCH 30, 2021

Calabrio study shows that the pandemic-driven cloud migration is generating unexpected value and reveals insight into strategic trends and opportunities for cloud-based contact centres. With cloud solutions integrated into their contact centres, brands can be more proactive, strategic and offensive-minded in 2021.

Analytics 59

Analytics Cloud contact B2B Employee engagement 59

Creative Virtual

JUNE 22, 2020

It brings together humans and artificial intelligence (AI) with powerful integration options and easy-to-manage workflows for the industry’s smartest solution yet. The solutions we were building were very basic and lacked the power of AI and machine comprehension that we have today.

Personalization 52

Personalization Virtual Agent Chatbots Employee engagement 52

Calabrio

MAY 15, 2019

Here at Calabrio, we’ve seen a huge rise in demand for cloud-based contact centre solutions over the last five years. During this two-day course, attendees will gain the knowledge to leverage the power of the Amazon Connect cloud-based contact centre solution along with Calabrio ONE. See what’s possible.

Cloud contact 40

Cloud contact Consulting Consulting Analytics 40

CSM Magazine

OCTOBER 28, 2020

Calabrio announced the winners of its analytics competition, which celebrates companies using Calabrio Analytics to turn contact centre data into compelling insights and drive more human interactions between contact centre agents and customers. This year, C3 was held as a virtual event. This spring, our customers’ worlds changed.

Analytics 40

Analytics Abandon rate Education Employee engagement 40

COPC

MARCH 23, 2020

According to Serenova, an Austin Texas based provider of cloud-based contact centre software, approximately 90 percent of global organisations are currently using an on-premise solution for their contact centre. We’ve optimised our solution to result in little to no disruption in the home agent work environment.

At home agents 52

At home agents Consulting Consulting Government 52

CSM Magazine

JULY 12, 2022

Its technology works by analysing subjective data captured via an app that provides insight on emotions and feelings experienced at work, as well as capturing digital information from the workplace environment itself.

Technology 11

Technology Enterprise Customer Experience Marketing 11

CSM Magazine

FEBRUARY 29, 2024

Optimise digital channels and self-service capabilities. Embrace tools and partners to improve quality monitoring, insights analysis, and real-time responsiveness. Embrace tools and partners to improve quality monitoring, insights analysis, and real-time responsiveness. Make interactions simpler and more intuitive.

Journey mapping 52

Journey mapping Self service Banking Customer advocacy 52

Connect

JANUARY 25, 2024

According to research conducted by Genesys , the global leader in cloud CX and contact centre solutions , there are five trends accelerating CX and employee experience (EX) transformation that will likely persist into the future. These trends include: Data at every customer touchpoint is an opportunity to shape a better journey.

Cloud contact 50

Cloud contact Construction Technology Self service 50

CSM Magazine

MARCH 23, 2022

Standard Bank has selected Calabrio for its cloud-first approach to workforce optimisation and close integration with Amazon Connect. . The strategy is to replace various on-premises legacy systems with a single, cohesive cloud solution. The implementation of Calabrio WFM at Standard Bank is part of achieving this vision.

Banking 59

Banking Employee engagement Self service Cloud contact 59

CSM Magazine

DECEMBER 15, 2022

Then, design new solutions. They may offer alternative solutions to improve customer outcomes, producing a win-win situation. They may offer alternative solutions to improve customer outcomes, producing a win-win situation. Why not introduce an AI business intelligence (BI) solution to evaluate 100% of interactions?

Coaching 52

Coaching Analytics Feedback outsourcing 52

CSM Magazine

MAY 25, 2022

In his latest blog, Magnus Geverts of Calabrio discusses how to spot the difference between true and fake cloud solutions and why it matters for workforce optimisation (WFO) applications. There are many WFO providers marketing themselves as “cloud,” but who are not actually true cloud solutions.

Service level 52

Service level outsourcing Enterprise Analytics 52

Talkdesk

APRIL 14, 2020

A cloud native contact center infrastructure offers the most comprehensive and suitable solution, especially if it is mobile friendly. A cloud contact center easily scales up and down to meet volatile demand while maintaining call quality and enabling analytics tools that provide insights in real-time.

Contact Center 81

Contact Center Virtual Agent Chatbots Healthcare 81

CSM Magazine

FEBRUARY 17, 2021

In the first of a new series of blogs, he shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM). Cloud-based communications systems offer far more flexibility than traditional on-premises solutions. 3 Ways to Empower Employees With a Little Help From the Cloud.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

CSM Magazine

JUNE 11, 2019

A single view platform makes it easy to consume multiple cloud-based solutions in a single location. AI enabled customer service technology, such as Google’s AI enabled contact centre solutions , in partnership with Mitel, have the ability to route social interactions in the same way as all other media. Empowered agents through AI.

Virtual Agent 40

Virtual Agent Enterprise Analytics Employee engagement 40