When Calabrio surveyed over 300 contact centre professionals, the most effective way to improve employee engagement moving forward was quoted to be giving people the ‘right tools and tech’. This comes as no surprise as agents regularly contend with 20+ different desktop applications to serve customers. In today’s connected world “my system is running slow […]

CX is the most important aim of contact centres today and many professionals in the industry believe the customer service experience will impact brand loyalty even more than before the pandemic.  As businesses prepare to transition from survive to thrive mode, now is the perfect time to look back on lessons learned and come up [...]

We’ve seen customers creatively step up to the challenges of this unique year—engaging their workforce and delivering on customer service expectations. We’re proud to share that one of these innovators has been recognized by the Society of Workforce Planning Professionals as a top-notch contact center leader. Three cheers to Aaron Jacobs of GE Appliances! Here’s […]

There is no shortage of tools on the market that can help drive new QM efficiencies into the call center. But without the right strategy and a deep understanding of the business goals to be served by the program, these tools will often fall short of their intended objectives. Before a call center can achieve [...]

Call center technology is evolving rapidly. With each advancement, emerging strategies promise to push quality management to the next level—delivering new value to the call center and across the entire enterprise. 5 Trends Changing How QM Is Delivered Here are five trends that are changing the way QM is delivered—and revealing new ways organizations can [...]

In my first three “CX Training” blogs, I explained how cloud is the catalyst for better overall education in the contact center because it promotes better, more effective new-hire curriculum and fosters better real-time coaching and continual development. In this last blog of the series, I dig deeper into how cloud better prepares teams for [...]

In my last “CX Training” blog, I explained how cloud-based contact centre and training technologies help brands better retain the loyalty of increasingly fickle customers because they enable an entirely new realm of new-hire training and coaching possibilities. Cloud-based apps also, however, drive an increasingly rich array of benefits for the real-time coaching and continual [...]

As the COVID-19 crisis accelerated the digital transformation timeline across the business world, one estimate suggests we collectively crammed 5.3 years of digital transformation activity into the first half of 2020. Contact centers grew more critical to business success as organizations relied on them to nurture customer relationships through fluctuating service levels and an evolving [...]