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Customer Service in the Next 5 Years – It’s all about Value and Experience

Customer experience to be a key differentiator: Five ways to ensure exceptional customer service from Ben Willmott at Calabrio In the next five years exceptional customer service will outpace products and price when it comes to corporate success.  Shep Hyken, in a Forbes article, quotes, “value and experience continue to trump price” as a trend [...]
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Calabrio Customer Connect (C3): The Must-Attend Contact Centre Event of the Year

During my tenure at Calabrio, Calabrio Customer Connect (C3) has become the highlight of my year, and I couldn’t be more excited for this year’s conference, taking place October 1-4 at the Red Rock Casino Resort & Spa in Las Vegas, Nevada. I’m always energised to see our customers, partners and prospects from across industries—and [...]
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Why It’s Never Too Early to Start Preparing for Seasonal Staffing

It might seem crazy to the rest of the world to start thinking about the holidays in August, but that is exactly what most contact centres are thinking about right now. In fact, contact centres—especially those in retail, travel and logistics—start planning for the next holiday season as soon as the current one passes. If […]

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Employee Engagement is Here—Are You Ready to Say “Yes?”

When Gartner creates a new market category, business leaders take notice. And that’s exactly what they did earlier this year for the contact centre world. After recognising how contact centre workforce optimization (WFO) is rapidly expanding into employee engagement, Gartner created a new market category called “workforce engagement management (WEM)” to describe this new focus […]

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5 Priorities to Help Marketers Own the Customer Experience

The Economist Intelligence Unit recently released a report revealing 86 percent of CMOs and senior marketing executives believe that, by 2020, they will own the customer experience from start to finish. However, at present, many marketers find it challenging to utilise the insights gathered directly from customer interactions, and need guidance to achieve this goal. […]

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If You Love Your Agents, Set Them Free

The morning grind. The daily commute. Rush hour. These days, the colloquialisms we use to refer to our workday travels don’t need to hold true. While many forward-thinking companies including Lyft, Uber and TaskRabbit are building their business model around a workforce that works when it wants, this just isn’t possible in contact centres. Lines […]

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The Customer is King. Or is it?

We all know companies who claim their customer service is first-rate and that they put the customer first. However, when you look at their management structure, the customer is left without a seat at the table. Sales and marketing are busy attracting and signing new customers, but who’s nurturing those existing relationships? In other words, […]

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Stay Focused on Your Business: Introducing Calabrio Managed Services for Analytics and Workforce Management

Between increasing customer expectations and an influx of new technology, many contact centres are overwhelmed. The reality is, many brands don’t have the resources to manage the contact centre in a way that will extract the right insights to inform the business. And while there is generally a stigma around the word “outsourcing,” it doesn’t […]

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