Calabrio In the News
The latest buzz from around the web.
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Global Workforce Management Software Market 2017 – Kronos, Infor, Verint, NICE Systems, Aspect
The competitive framework study Global Workforce Management Software Market is an in-depth study that covers all the aspects of the industry. Read more on Express Observer here.
December 18, 2017
How to Overcome Customer Experience Blindspots
When the concept of customer experience came on the scene years ago, the discussion started around how to get back to what customers want – a trusted, meaningful relationship without all the bluster and hype. Read more from Christine Crandall on Openview here.
December 12, 2017
An outcomes-based customer engagement programme
Brands must move away from simply measuring customer engagement success based on efficiency. They must take into account the long-term customer experience outcomes. Read more from Tom Goodmanson on My Customer here.
December 7, 2017
Stay Nimble with “A La Carte” Customer Service Solutions
There are a number of clear benefits to businesses of all size that go the a la carte route. Read more on Customer Think here.
Contact Center Employees Warn Increasingly Complex Customer Problems and Lack of Support Will Negatively Impact the Brand Experience
The idea that “the customer is always right” is rooted in the understanding that consumers are the drivers of brand success. Read more on CRMXchange here.
The One MUST-HAVE Every Customer Facing Employee Needs
A new study by Calabrio reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. Read more on the Beyond Philosophy Blog here.
December 6, 2017
The One Must-Have Every Customer Facing Employee Needs
A new study reports that the majority of call center employees don’t feel trained to handle customer problems, making their jobs stressful and demotivating. Read more on Call Centre Helper here.
Why you may want your contact centre in the cloud
To maintain a high level of customer satisfaction in today’s always-on digital world, brands must deliver great experiences and exceed expectations for relevance and personalization with every customer interaction. Read more on MyCustomer here.
November 29, 2017
Contact Centre Employees Warn Increasingly Complex Customer Problems and Lack of Support Will Impact the Brand Experience
While customer experience continues to be the top priority for businesses, a new report, “The Health of the Contact Centre: Agent Well-Being in a Customer-Centric Era,” reveals that 56 percent of contact centre employees cite complex customer problems as their top challenge. Read more on BDaily here.
November 24, 2017
When call centres damage brands
While customer experience continues to be the top priority for businesses, a new report announced today, “The Health of the Contact Centre: Agent Well-Being in a Customer-Centric Era,” reveals that 56 percent of contact centre employees cite complex customer problems as their top challenge. Read more from HR Director here.
November 23, 2017
Complex customer issues number one challenge for contact centre employees
While customer experience continues to be the top priority for businesses, a new report reveals that 56 per cent of contact centre employees cite complex customer problems as their top challenge. Read more on Call Centre Briefing here.
November 22, 2017
Calabrio Appoints EMEA General Manager to Spearhead Regional Growth
Calabrio, a leading provider of customer engagement and analytics software, has hired Kris McKenzie as Senior Vice President and General Manager for EMEA. Read more from BDaily here.
November 21, 2017
Contact centre employees warn lack of support will impact the brand experience – Calabrio
New Calabrio study reveals complicated customer issues are the number one challenge facing contact centre employees, and brands are failing to provide needed support. Read more from Field Marketing here.
Customer support teams find job more challenging than ever
More than half, 56 percent, of customer contact center employees are dealing with complex customer issues and 60 percent say the company they work for has left them ill equipped to handle problems. Read more on the Retail Customer Experience here.
Customer Engagement Centre Workforce Optimization Market Rugged Expansion Foreseen by 2025
The Customer Engagement Centre Workforce Optimization market helps companies enrich customer interactions, optimise their workforce and thereby improve business processes. Read more on Field Market Research here.
Contact Centre Agents warn complex customer issues and lack of support will take their toll
New Calabrio study reveals complicated customer issues are the number one challenge facing contact centre employees, and brands are failing to provide needed support. Read more from Engage Customer here.
November 17, 2017
How machine learning creates demand for human workers
Video: How machine learning creates demand for human workers. Watch more on Tech Republic here.
Complex Customer Problems and Lack of Support a Challenge for Contact Center Employees
While customer experience continues to be the top priority for businesses, a new report announced, “The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era,” reveals that 56 percent of contact center employees cite complex customer problems as their top challenge, Read more from Contact Center World here.
MHTA names award-winning local tech companies
Ability Network, PeopleNet, Arcserve and Reve Academy were among the organizations honored this week with 2017 Tekne Awards. Read more from the Star Tribune here.
November 16, 2017
The Path to Zero: Why Contact Center Attrition is the Key to the Customer Experience
The topic of the customer experience is dominating headlines, and it’s disrupting how entire industries do business. Read more from Customer Think here.
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