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Bringing Customer Experience into Higher Focus

Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year. The number one response? Customer Experience. “In 2014, it emerged as a top priority for marketers. In 2015, it gained momentum. Now, in 2016, it’s so important, it pulls other […]

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Call Center Performance Metrics: What I Learned on the Way to the (r)Evolution

As the contact center industry gradually shifts its collective focus from cost-driven customer service to profit-oriented customer experience optimization, there is a noticeable shift in the way the industry is measuring a successful customer contact. There is an industry evolution underway that is taking forward-thinking, leading-edge contact centers further away from performance-based key performance indicators […]

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All forecasts are wrong: tips for improving accuracy

All forecasts are wrong. This infamous statement may be among the first things professors preach in many university-level business courses on forecasting. Most of us are familiar with the frustration felt when we are unable to close a project within the budgeted scope, year-end business volumes are nowhere near the January forecasts, summer vacations are [...]
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7 Top Priorities for the Future of Customer Engagement

The “smart” technology that revolutionized our cell phones is finding its way into just about everything: medical devices, baby monitors, smoke detectors, thermostats, running shoes, even cows. Yes, cows: A company in the Netherlands developed a sensor that attaches to a cow’s ear, monitors its vital signs and transmits the data to a computer, which […]

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Bringing out the best in the Millennial Generation – Top Tips for keeping Millennials happy in the workplace

Call them what you will, Millennials, the Millennial Generation, Generation Y or the Net Generation are the future of our workplace, a growing and very important part of today’s talent pool. In fact, according to American company Bronto, a worldwide provider of cloud-based commerce marketing automation platforms , Millennials number a staggering 79 million and [...]
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Beyond the Silo: You are not alone

WFM and planning professionals customarily have a set of specialized skills that are used to create magic, ensuring that when customers contact a company, that this can be done with ease and rapid accessibility. To provide this, assumptions are based on historical volumes, average handling times (AHT) and even historical shrinkage. However, is there really [...]
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What It Takes to Become a Leader

Success doesn’t happen by accident. You can’t catalyze growth without a commitment to make a change. For every company, there’s a time when you must invest in prosperity and build a strategy to reach new levels of success and break through barriers. But what if growth didn’t have to be so difficult? At Calabrio, we believe […]

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Six ways to make CSR programs a key factor for high employee engagement – TELUS International Guest Blog

Last month, I had the pleasure to speak at a joint webinar with Teleopti where the hot topic concerning customer-service organizations was discussed. Practical tips were shared, based on our own company experiences about how to communicate with and engage the Gen Y workforce. Webinar here. Corporate Social Responsibility (CSR) may be employed to contribute [...]
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