Consumer Needs Vs. Contact Center Beliefs
Inside Look at The State of The Contact Center 2022
Want to See Calabrio One in Action?
97% of Consumers Say Contact Center Interactions Impact Their Brand Loyalty. Join our webinar to learn from a panel of experts, including customer experience leader Nate Brown, as they dive into the results—and create an action plan for what contact centers need to do next for true brand guardianship.
Learn about the Webinar
97% of Consumers Say Contact Center Interactions Impact Their Brand Loyalty. In “The State of the Contact Center 2022: Empowering the Contact Center as a Brand Guardian,” Calabrio surveyed 500 consumers and contact center professionals across the US, UK, DACH, and the Nordics. We uncovered a surprising gap between the role contact center agents play in consumer brand perception and how much employers support and empower those same agents to be brand guardians.
Join our webinar to learn from a panel of experts, including customer experience leader Nate Brown, as they dive into the results—and create an action plan for what contact centers need to do next for true brand guardianship.
In this webinar, you’ll learn:
- How to deliver interactions that make consumers stay with your brand, not leave
- Ways to treat and empower agents as brand guardians
- How to make your contact center the hub of brand improvements
Let’s cut to the chase—the contact center has never been in such a powerful position. Join this webinar to make sure the gap between consumer beliefs and contact center manager perceptions doesn’t ruin this opportunity for you.
Co-Founder of CX Accelerator
Nate Brown is a perpetual student of the world’s greatest experiences and the people who create them. Having spent the first decade of this career managing a complex technical support environment for Occupational Health and eLearning software, Nate transitioned to Customer Experience in 2015. After authoring The CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2019, and a top global CX thought leader by ICMI, Exceeders, Netomi, Martech and many more. As a passion project, Nate created CX Accelerator, a first-class virtual community for Customer Experience professionals. Nate serves as the Senior Director of Customer Experience for Arise Virtual Solutions and can be found at a variety of conferences speaking and training on the CX topics he loves.
Principal Strategic Consultant
Nicole Price is a Principal Strategic Consultant at Calabrio with over a decade of experience coxswaining Global Workforce Engagement Management and Customer Experience programs, first in High Tech and later in BPOs. Nicole geeks out on empowering organizations to use technology and data to drive exceptional Customer Experiences and enjoys hyper-focused research. A typical Xennial, Nicole can be found in her natural habitats riding the rail at rock concerts and drinking margaritas on the beach with her husband, or obsessing over the latest Jane Austen adaptation with her friends.
Product Evangelist, Calabrio
Dave Hoekstra has spent his entire professional career in customer service, but it wasn’t until he found WFM that he found his true passion. With over 20 years in WFM, Dave has gained insight into the real world challenges of working in today’s customer service. He is one of the few people who truly gets excited when someone wants to talk about Real Time Adherence or Net Staffing reports.
WFM Product Demo
Watch the Calabrio Workforce Management demo to learn about our modern approach to workforce management.
Join our panel as they travel through a smarter approach to maintaining proactive empowerment, education and management of remote and hybrid teams
The 2020-2021 Workforce Optimization and Market Report foucuses on customer satisfaction in four different areas: overall vendor satisfaction, WFO suite module satisfaction, WFO suite feature satisfaction and WFO suite effectiveness.