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Why Most Contact Centers Aren’t Realizing the Potential of Analytics

Two mistakes—and three tips—for contact center analytics success Across the last three years of our State of the Contact Center survey and report, surging adoption of analytics (along with AI and machine learning) has remained a consistent trend. Our 2020 report showed that analytics adoption quickly jumped up above 50%, and Forrester says the majority [...]
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4 Ways AI and Analytics Can Drive Better Human Experiences

Consumers Want Human-Driven Experiences: Here Are 4 Ways to Deliver Using Analytics & AI The 2022 Calabrio State of the Contact Center survey left no doubt that consumers still prefer human-to-human interactions. Consumers ranked human-driven channels as most influential on their brand associations (phone, website, email and chat). They also told us they prioritize emotional [...]
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How Modern Contact Centers Are Driving Revenue and Profitability

Does contact center performance impact the profitability of an organization? In our “State of the Contact Center 2022” survey, contact center managers shouted, “Yes!” A whopping 88% of contact center managers around the world said their customer service has a direct impact on revenue and profitability. And let’s be clear: These managers aren’t biased. A [...]
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The Top Ten Takeaways from Calabrio Customer Connect (C3)

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. For us, C3 is not only a time to share our vision for the future, but to hear the business challenges our customers are trying to solve and which best practices they are using to get the [...]
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How to Create (& Support) Brand Guardians in Your Contact Center

Presented in Collaboration with our Partner, Kathy Sobus, Sr. Director Customer Experience Strategy, ConvergeOne. Customer expectations have never been higher. Omnichannel communications pull contact center agents in more directions than ever. Life as a contact center agent right now is stressful, to say the least. Unfortunately, companies often overlook the plight of the contact center—the [...]
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How Much Is *Too Much* Downtime for a Cloud-Based Contact Center?

There is no business strategy without a cloud strategy. The adoption and interest in public cloud continues unabated as organizations pursue a ‘cloud first’ policy for onboarding new workloads.” —Milind Govekar, Chief of Research at Gartner One of the main benefits of cloud technology is that your application constantly improves. As a cloud customer, you [...]
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KPIs and Transparency Are Key to Coaching Contact Center Agents

There are a few people who are natural agents and innately know how to deliver a great customer experience (CX). Most people, however, need to be trained and coached. This is particularly true because great service means something different to most companies and consumers. And since these differences exist, the key performance indicators (KPIs) that [...]
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Calabrio Analytics: The Way to Greater QM and CX Success

If you use Calabrio Quality Management, you’ve proven how committed you are to increasing your contact center’s operational efficiency, improving customer service and motivating agents. But you’re still only at the beginning of the data trail that leads to the all-important voice of the customer (VoC). And if you don’t bolster Calabrio Quality Management with [...]
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