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Resistance to change – the arch nemesis of customer experience

According to Patrik Vesterberg at Calabrio, tried and tested isn’t always best.  Here, he explains why change is good and outlines a flexible philosophy to kickstart the transformation of your customer interactions. Change comes in many forms, new people, new ways of doing things and new technology, in fact, anything that threatens the status quo, [...]
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The Year of Customer Experience Through a Year of Blog Posts

As we reflect on the past year, it’s clear that employee engagement and customer experience reigned supreme. With customer expectations on the rise, companies scrambled to develop customer journeys that stood apart from the competition. We also discovered the importance of human nature in customer loyalty, with 74 percent of customers stating they are more loyal […]

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The Voice of the Service Desk

There are few things in life that grab the attention of IT leaders, and it’s been my experience that there are two rising stars in the world of “What application is best?” for Quality Management of all user interaction and Service Desk interaction to log issues, track progress, and manage incident resolution. Service Desk analysts/managers […]

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5 steps to supercharge your customer service with contextual intelligence

According to Magnus Geverts at Calabrio, exceptional customer experience goes beyond connecting the dots between different channels.  It’s all about understanding and anticipating a customer’s every need.  Here are five steps to building a contextual customer service. Retail eCommerce continues to flourish and growing consumer confidence in mobile technology is fuelling mobile commerce.  According to [...]
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New Year, New Experience: Four Predictions for 2019

With every new year comes an opportunity for businesses to surprise and delight customers. And 2019 will be no different. Companies will continue to look for ways to engage customers during every touchpoint of their journey and, in the process, will become wiser to their changing and growing demands. In the coming year, customers will […]

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How Dynamic Availability Helps with Part-Time Agent Scheduling [Video]

Give employees the flexibility to choose when they want to work without increasing your administrative overhead. Watch this video from the Calabrio Academy to learn how to use dynamic availability to schedule seasonal staff.     Read the Transcript You hired and trained some college students this summer. They were great and you’re hoping to […]

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Turning customer journeys into profitable journeys

According to Carlos Muňoz at Calabrio, excellent customer service and business success are inextricably linked.  He explores how to transform your customer service from a cost center into a profit-making powerhouse using Workforce Management.  Is your customer service a tortoise or a hare?  This was the question we asked earlier this summer to explain why [...]
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Call Center Analytics 101–Everything You Always Wanted to Know

“Analytics” is one of the biggest buzzwords in the business world—and now the call center world is buzzing about it as well. But, as with most new technologies, exciting conversations about the potential tend to race ahead of the basics. To help you get started, we’ve put together everything you need to know about call [...]
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