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It’s All About Connection: Calabrio Named as the Only Visionary in the 2019 Gartner Magic Quadrant for Workforce Engagement Management

Despite all the technologies evolving to support new channels for connecting companies to their customers, the heart of the customer relationship hasn’t changed. Customers rely on a business to provide them with the products they want or need, and when they trust that a company truly cares about them, they are more likely to be [...]
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Make Sure Your Contact Centre Agents Know You Love Them

Gary Chapman became a relationship guru with his 1995 book, “The Five Love Languages.” In it, the experienced marriage counselor outlines five ways to express and experience love, which he calls “love languages”: receiving gifts, quality time, words of affirmation, acts of service (devotion) and physical touch. Chapman uses the analogy of language for his […]

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Calabrio Talks Millennials in the Workplace at Call Centre World 2019

This year’s CCW marks the 21st international conference and exhibition for innovative customer dialogueue. We are thrilled to be participating in CCW 2019 at the Estrel Congress Centre in Berlin next week, 19 – 21 February. Join our Senior Vice President and General Manager of Calabrio EMEA, Kris McKenzie, for his session, “Millennials in the Workplace: […]

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Radial + Calabrio: A Sentiment Analysis Success Story

Radial needed a better analytics platform to deliver more usable insights to internal agents and clients. The Solution? Calabrio ONE. In this video, Radial employees, Nicole Price and Robin Gomez, discuss their WFO must haves and share how Calabrio has helped them break down data silos and drive more positive, more supportive conversations with customers […]

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The whole organisation is a customer service centre – not everyone knows it yet!

Customer experience is today’s number one USP and it’s revolutionising the way we do business. While the contact centre remains the catalyst for service excellence, every single department must play its part. Rob Clarke at Calabrio sheds light on a few golden rules for corporate-wide customer service. When research and analyst company Econsultancy conducted a [...]
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AI in Customer Service: More than Just Chatbots

When it comes to artificial intelligence (AI) in call centres, most people automatically think “chatbot.” But—while useful—chatbots alone can’t give organisations the insights they need to compete effectively and strategically. After all, chatbots can’t recognise indicators of customer dissatisfaction in time to rectify a situation and retain the customer. And they most certainly can’t discern […]

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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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