It’s not an understatement to say customer service is a business’s lifeblood. It’s where a company can stand out and set itself apart from the competition by showcasing its core values, easing the burden of the sales process and forging lifelong bonds with customers. That’s why customer service [...]

There’s a reason for big data’s namesake: it’s big, it’s growing and it’s everywhere. Businesses collect information via text, voice call, online chat and more. However, having access to data and effectively utilising it to drive strategic business initiatives and deliver a stellar customer [...]

It’s no secret that companies are implementing new technologies to streamline processes and operate more efficiently. Now more than ever, customers are interacting with artificial intelligence (AI) solutions in the form of chatbots, virtual assistants and more. While these solutions offer [...]

Customers expect an exceptional experience across every interaction, and with loyalty on the line, companies must listen to what their customers are telling them—whether through direct feedback or actions during the customer journey—and respond based on those insights. However, companies often [...]

Forecasting for the contact center is tough. Understaffed businesses can result in long wait times for customers and leave agents frustrated and even unmotivated. Customers may be forgiving of long wait times once, but don’t expect them to be forgiving if it happens regularly. On the other [...]

As a contact center technology provider where Voice of the Employee (VoE) importance is ever increasing, employee engagement and satisfaction are core focuses for Calabrio’s product strategy and development efforts. This focus on the employee, however, permeates everything we at Calabrio do. [...]

It’s no secret that the customer experience (CX) is a priority for most companies. In fact, 72 percent of businesses say that improving customer experience is at the top of the list. To make the right CX improvements however, business leaders must successfully identify customer pain points and [...]

According to Forrester, successful voice-of-the-customer programs should support a cycle of four activities: listen to customer feedback, interpret the resulting data, react to improve the experience, and monitor results. In today’s era of big data, having access to data and effectively [...]

As we help our customers prepare for the fast-approaching General Data Protection Regulation (GDPR) compliance deadline, several common questions keep popping up.  You may wonder about some of the same things—here’s what they are. 1. Can my company transfer customer contact data outside of the [...]

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 [...]