When a customer has a bad experience, it is often up to the contact center to turn the relationship around. Watch this video, brought to you from the Calabrio Academy, to discover five concrete steps agents can take in their follow-up to show the customer that your organization truly cares. How to Save a Customer […]
Complexity in the contact center impacts the bottom line. And customer service interactions are projected to increase not just in volume, but also in complexity over the next two years as the mediums for customer engagement are changing and expanding. Add to that the challenge for enterprise organizations to manage their fast-paced, sprawling contact centers. […]
If the holiday season is the most financially significant time of year for your company, then it’s also the busiest time for customer interactions in your contact center. Whether customers come to you for the first or tenth time, those interactions greatly affect their overall customer experience. We all know the best way to create […]
Hot off the heels of our successful C3 events in Nashville and London, and all the great workforce engagement management (WEM) presentations I saw there, I’m reminded once again how tightly tied highly engaged employees are to superior customer experiences. You just can’t have one without the other. Leading contact centers know this, and—time and […]
Customers are the lifeblood of Calabrio and we are committed to providing our customers with the most innovative, modern solutions available. We, in turn, are inspired by the creative ways our customers solve problems with our software. Yesterday, we experienced their stories firsthand as we hosted our EMEA clients and partners at our Calabrio Customer […]