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Strategies for Elevating Contact Center Quality Management

Contact center leaders know that their quality management (QM) programs are critical to customer experience (CX) and driving a connection between contact center performance and delivering business value. Yet it’s all too easy to settle into the status quo with your quality management program. QM can’t be looked at like risk mitigation—just helping to identify [...]
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Want AI in Your Contact Center? First You Need the Cloud.

Gartner says generative artificial intelligence (AI) is one of the top three technologies that will transform customer service and support by 2028. I couldn’t agree more. After all, AI enables contact centers to proactively manage agent performance, improve customer engagement, and gain deeper insights into the customer journey based on current and historical data. With [...]
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The Great AI Paradox for Contact Center Agents

Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact center will need more—not fewer—agents as revealed in the latest State of the Contact Center 2023: Activating the Agent of the Future. Leading research and consulting firm Gartner predicts that Conversational AI will reduce contact center labor costs by $80billion in [...]
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Calabrio WFM: Because Your Agents Deserve the Best—Wherever They Are

A handy guide to perfecting your workforce scheduling with technology that enables agent flexibility and autonomy. At long last, employee engagement is top of the agenda as organizations the world over recognize the importance of agent wellbeing in meeting rising customer expectations. Incredibly, the majority (84%) of contact center managers now rank agent engagement scores [...]
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Activating the Agent of the Future in an AI-Powered Contact Center

As the world rapidly evolves, the contact center is no exception. In 2023, we find ourselves at the crossroads of two powerful forces: the rise of artificial intelligence (AI) and the continuation of hybrid and remote work environments. Calabrio's annual report, State of the Contact Center 2023: Activating the Agent of the Future, delves into [...]
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Ideas for Celebrating Customer Service Week in Your Call Center

It’s that time of year again: Customer Service Week! This year, Customer Service Week is being celebrated October 2-6, 2023, and there are lots of ways to celebrate this occasion—even on a budget! Take advantage of this time to amplify your customer experience by supporting your call center team. That’s why we decided to ask [...]
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Why Calabrio Customer Connect, From a C3 Attendee

Calabrio’s annual user conference, Calabrio Customer Connect (C3), is a 3-day event filled with innovation, education, and networking that brings together Calabrio ONE users and contact center leaders from all over the nation, and even the world. This year, from October 22-25, we are thrilled to welcome Calabrio customers to our global headquarters city, Minneapolis, [...]
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Don’t Drop the Omni-Channel Baton and Win the CX Relay Race

Managing the hand-over from bot to agent is like taking part in a relay race. However, just as in any relay the secret is not to drop the baton. Here are 3 winning strategies for a seamless customer experience that will take you over the finish line in a record-breaking way. The ability for customers [...]
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