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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 centre 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 Centre Analytics 101–Everything You Always Wanted to Know

“Analytics” is one of the biggest buzzwords in the business world—and now the call centre 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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Guest Blog: Five important trends impacting customer service today and into 2019

What are some of the key trends that will mold business and customer service operations in 2019? Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specialises in the contact centre industry, dives into 5 trends impacting customer service and which companies need to stay on top of. Pelorus Associates [...]
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Visualising Call Centre Analytics Tools In Action [Infographic]

Analytics tools reveal insights hidden in the call centre and unlock the value of “big data.” For the typical multi-channel call centre, capturing and analysing customer interactions across all channels requires a suite of analytics tools. Here is a comprehensive look into what a typical call centre analytics solution looks like. Check out our infographic […]

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Guest Blog: One of the biggest contact centre challenges and how to fix it

Disclaimer - the solution is not an easy fix and might even go against your instincts! We see it time and time again, Contact Centre Managers are constantly fighting the battle between meeting their service level agreements by having the right number of staff at the right time with the right skills, whilst also striving [...]
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Use Technology to Manage & Measure Workforce Engagement

In the past 50 years, technology has become a fundamental part of our daily lives. From smartphones to online shopping to the tools and systems we use at work, digital tools have automated and simplified repetitive and menial tasks—freeing up precious time so we can focus on more important things. While technology has certainly gifted […]

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Count to 5 for perfect multi-channel forecasting

Keep it simple, that’s the message from Nick Brook of Calabrio when it comes to forecasting for multi-channel. Here are his top five tips. Customers expect service wherever and whenever they want it and in the channel of their choice - by phone, email, Chat, SMS and social media.  What’s more, they want consistency across [...]
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How Increased Holiday Traffic is an Opportunity to More Deeply Connect With Customers

Black Friday is just around the corner. The highly anticipated shopping event brings major opportunities for businesses to drive revenue and customer loyalty. Last year saw the biggest Black Friday in history, with shoppers spending a record $5 billion online in the 24-hour period. And it’s not just online retailers who benefitted: while there was a […]

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