As a contact center leader, your customers love working with you. Your agents love working for you. Your peers love working alongside you. Under your guidance, your team consistently achieves top performance scores and high customer satisfaction ratings. You seem able to accomplish whichever [...]

Google the term “intelligent contact center,” and you’ll see it’s been used for years, but its definition constantly evolves and usually is widely disputed. To muddy the waters even further, contact center vendors each have their own spin on the term, typically aligning it with whichever [...]

Anyone who’s ever had an infuriatingly long call with a company over a big bill probably doesn’t exactly have a warm and fuzzy feeling about that brand. But in a world where consumers can buy enough groceries to feed a family of four at the click of a button, demands are becoming increasingly [...]

Calabrio headquarters are based in Minnesota and its Center of Excellence for Analytics based in Vancouver Canada. You can’t live in either place and NOT know hockey playoffs are happening right now. It’s practically sacred. So it seemed appropriate when developing this week’s live webinar to [...]

Did you know today, April 19, 2018, is this quarter’s “Get to Know Your Customer Day?” I didn’t, but now that I do, it gives me a great reason to quiz you on how well you know your customers. As you well know, contact center data captured during your agents’ interactions with customers can give [...]

In a late 2017 study by Meditation at Work, the top three sources of overall workplace stress were identified as:1 Workload — 36 percent People issues — 31 percent Work-life balance — 20 percent Not surprisingly, these findings—particularly the identification of  “workload” as the top workplace [...]

With the emergence of multi-channel communication in today’s contact centers comes an inherent challenge: accessing and understanding all the data created by those various channels. Having a plan on what to do with the data and with whom to share the information is just as important as access [...]

It is important to realise that if your organisation operates outside of the European Union (EU) and you have just one EU contact within your contact centre database, you need to understand and comply with the looming General Data Protection Regulation (GDPR). Your time to prepare is running [...]

As advances in technology have empowered customers and increased their expectations, both the cost of losing a customer and the value of retaining one have grown. The need for accurate, ongoing insights into customer preferences and behavior is greater than ever. The traditional way businesses [...]

In the intense race to drive customer loyalty, companies are more focused than ever on the customer experience (CX). In fact, 72 percent of businesses say that improving customer experience is at the top of the list to grow business. It’s clear that customers are driving brands to transform, [...]