CX Empowerment, Part 4: Cloud Gives Customers the Service Experience They Want—Anywhere, Anytime
In the first three blogs of our four-part “CX Empowerment” series, I explained: why we at Calabrio now believe cloud and cloud-powered workforce management (WFM) are the only right choices for all customer service organisations; how only cloud enables customer experience (CX) managers to lead in a better, brand-new way; and how only cloud empowers […]
CX Empowerment, Part 3: Cloud Empowers Agents to Deliver a Better Customer Experience from Anywhere
In our first two blogs of this four-part “CX Empowerment” series, I explained why we at Calabrio now believe cloud and cloud-powered workforce management (WFM) are the only right choices for all customer service organisations, and how only cloud enables customer experience (CX) managers to lead in a better, brand-new way . Managers, however, aren’t […]
CX Empowerment, Part 2: Cloud Empowers Managers to Lead in a Better, Brand-New Way
Last week, I referred to Calabrio as —a “first-to-cloud and cloud-first” company. No longer “cloud-agnostic,” we at Calabrio believe cloud is the better, more strategic choice for all customer service organisations. In fact, we went so far as to say cloud and cloud-powered workforce management (WFM) are the only right choice. This statement is particularly […]
CX Empowerment, Part 1: Cloud-Powered Contact Centres Do It Better
We all have a new normal right now—one bound to persist in some form even after we return to our regular lives. And that’s true for contact centres as well. For nearly a year, customer service organisations have dealt with unexpected, increased demands for customer experience (CX) flexibility and agility. These temporary demands have evolved […]
Empower the workforce with a smarter approach to WEM
The pandemic has shifted the world of work and elevated the importance of agility in contact centres to meet the moment – whatever that moment may be. Right now, it’s working from home (WFH) which presents significant challenges for many, and addressing these challenges successfully is critical at a time when customer expectations are also […]
What does it mean to be resilient in 2021?
With the devastating loss of lives and livelihoods, it’s strange to hear prognosticators speak of “opportunities in the New Normal.” But history tells us it’s true. If you want your organisation to lead in the New Normal — or the Next Normal or whatever the recovery period is called — what are some steps you […]
Contact Centre Talent in These Changing Times, Part 3 – The Rise of the Research Team, Making Executive Leadership Even Stronger
This guest post is authored by Steven Kaish, SVP, Product Marketing & Technical Partners at Glia. “I can see all obstacles in my way,” sang Johnny Nash* in his signature hit “I Can See Clearly Now.” He may have been singing about overcoming personal adversity, but this anthem of optimism is equally inspirational for business. […]
Contact Centre Talent in These Changing Times, Part 2 – Agents & Supervisors Transform into Specialists & Coaches
This guest post is authored by Steven Kaish, SVP, Product Marketing & Technical Partners at Glia. ‘A change will do you good,’ sang Sheryl Crow in the 90s. Since then, we’ve experienced entire paradigm shifts in technologies, which in turn have fueled a complete and ongoing transformation of the contact centre. Nostalgia aside, the changes […]
