CSM Magazine

JANUARY 18, 2024

” Sabio, the global digital experience transformation services specialist, will once again host Disrupt at the Brewery in London, this year on Tuesday March 5th. ” With 15+ sessions, 25+ speakers, and 500+ delegates, Disrupt 2024 will cover today’s most important topics in CX, including AI, data analytics, CRM, and more.

Events 52

Events 2024 Innovation Technology 52

CSM Magazine

OCTOBER 17, 2023

Contact centres around the world face the same major challenges of attracting and keeping the best talent while providing frontline staff with the flexibility and AI-driven tools to do their job. With that in mind, how do contact centre leaders prepare their frontline teams for future success?

2023 52

2023 Contact Center Customer Centricity Measurement 52

Customer Bliss

DECEMBER 28, 2018

After about 6 months in her position, Patricia gathered and analyzed a lot of feedback from customers and the company’s frontline staff, the call center representatives. Working with the frontline, Patricia needed to see how the relationship between MTN Cameroon and its employees was affecting the customers.

Telecommunications 141

Telecommunications 2018 Chief Customer Officer Call Center 141

COPC

JUNE 9, 2023

examine the differences between generative and analytical AI, focusing on the importance of good data and its role in delivering exceptional CX. More recent evolutions within AI make it feasible for AI to directly interact with customers through all digital platforms – not just chat, as seen so far. Nexcom A/S and COPC Inc.

Customer Experience 114

Customer Experience Customer Journey Insights Technology 114

CSM Magazine

OCTOBER 24, 2023

Spark seamlessly integrated virtual and physical customer interactions into a Unified Frontline with Calabrio ONE. Analytics Architect: Paychex The ‘Analytics Architect’ , using data to bring vision to life, was awarded to Paychex. About Calabrio Calabrio is a trusted ally to leading brands.

Connections 52

Connections Contact Center 2023 Innovation 52

CSM Magazine

AUGUST 30, 2022

When it comes to customer experience transformation, the discussion tends to focus on faster and more efficient digital channels. Despite the rush to digital, voice remains the most-used service channel – particularly for complex issues. When there’s uncertainty, a phone call is the preferred option.

Average Handle Time 98

Average Handle Time Omnichannel Customer Journey Innovation 98

CSM Magazine

JUNE 22, 2023

Calabrio is honoured to be recognised for empowering frontline staff, unravelling complexity, and driving impact through customer experience. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fuelled analytics, automated workforce management, and personalised coaching.

Innovation 52

Innovation Customer Centricity 2023 2022 52

CSM Magazine

APRIL 25, 2023

Attempting to meet customer expectations while dealing with new digital technologies and hybrid working arrangements, agents can quickly feel overwhelmed. Unleash The Empowering Force Of Analytics Many contact centre managers (42%) are empowering their agents by investing in the ‘right tools and technology’.

Contact Center 52

Contact Center Call Recording Customer Centricity Brands 52

CSM Magazine

DECEMBER 2, 2020

Agent skillsets are set to change as frontline staff increasingly need to self-manage and problem solve independently. Analytics adoption will continue its acceleration – for agents and for customers. Surges in e-commerce and speedy adoption of digital services have changed customer behaviour.

2021 72

2021 2020 E Commerce E-support 72

eGain Blogs

APRIL 10, 2023

Call deflection Self-service helps deflect incoming calls and requests for human-assisted digital customer service (e.g., But without accurate knowledge that is consolidated in a unified hub and optimized with analytics, self-service will do nothing but trigger rage by the time the customer gets to a human contact center agent.

Contact Center 52

Contact Center Management Average Handle Time Net Promoter Score 52

SurveyGizmo

NOVEMBER 5, 2021

Likewise, Marketing tends to run the marketing automation platform with data that syncs not only to Salesforce but other publishing or analytics tools. Third-party data on customer attitudes, purchase preferences and digital actions. Integrated data is how Sales and Marketing gets done. Less so for CX. Social media activity.

Net Promoter Score 98

Net Promoter Score NPS 2022 Social Media 98

CSM Magazine

SEPTEMBER 30, 2022

Recognised leaders demonstrate how Calabrio Analytics delivers millions to revenues and the bottom line each year. The event celebrated companies charting the future of agent and customer engagement using Calabrio ONE through the annual Calabrio Analytics Competition and the ONE Awards. 26-29), after two years of virtual sessions.

Net Promoter Score 52

Net Promoter Score Connections Customer Centricity Insights 52

CSM Magazine

NOVEMBER 3, 2022

Magnus Geverts of Calabrio discusses what organisations can do to support their frontline staff. . Then, harness the power of Voice of the Customer (VoC) analytics to give agents the intelligent insights they need to flourish as brand guardians and deliver the best-ever customer service. Calabrio is a trusted ally to leading brands.

Loyalty 52

Loyalty Brands E-support Consumers 52

CSM Magazine

JULY 26, 2023

First, encourage resource planners to take the lead by making a concerted effort to push through last-minute schedule request from frontline staff. Ideal for remote and hybrid-working staff, Chatbots proactively notify frontline staff of late start options, early finishes, and overtime throughout the day.

2023 52

2023 2022 Customer Centricity 2020 52

Gainsight

SEPTEMBER 8, 2023

And, increasingly, we’re giving them digital superpowers to accomplish more than ever before. Data-Driven Decision Makers With the advent of powerful digital tools like generative AI and advanced analytics, CSMs rely on data to make informed decisions, identify trends, and proactively address potential issues.

2023 52

2023 Customer Success Chief Customer Officer Customers 52

Customer Bliss

AUGUST 23, 2018

Starting off as a customer insights manager with a degree in engineering, Anand shares how this role gave him an opportunity to understand more of the inner workings of the company and use his analytical skills to bridge gaps and problem solve. Ensure the C-Suite has visibility to the frontline. Determine where you can find quick wins.

Transportation 129

Transportation Management Chief Customer Officer Roadmap 129

SurveySensum

NOVEMBER 11, 2021

Text Analytics. Text Analytics. Other features : CX Strategy & Design, Survey & Data Collection, Action & Case Management, Dashboard & Reporting, Text & Advanced Analytics. Feedback analytics. They bring feedback, coaching, and brand-aligned service actions into the pocket of your frontline team.

2021 52

2021 Multi-Channel Touchpoint NPS 52

CSM Magazine

MARCH 16, 2023

You may be asking what Pi has to do with customer data analytics in contact centres? However, in my mind speech analytics engines are accurate enough to give confidence in the results. Dive into the Unknown Here are 6 ways to implement customer analytics tools to help contact centres to dive into the unknown: 1.

Fashion 52

Fashion Insights Interaction Customers 52

CSM Magazine

DECEMBER 14, 2021

These double-edged customer expectations are highlighted in the challenges faced by those on the frontline. Invest in agent-empowering technologies – to enable and encourage frontline staff to deliver fast, seamless interactions with the human touch. How the CX paradox impacts agent wellbeing. About the Author.

E Commerce 59

E Commerce Omnichannel E-support Customer Expectations 59

Customer Bliss

MAY 3, 2018

After collecting customer feedback, she went to the frontline to understand their point of view of why customers didn’t like MTN: what could be done to improve systems, what stupid rules are killing their ability to serve and satisfy customers? How can the frontline be enabled to do a better job for customers?

Telecommunications 149

Telecommunications Customer Experience Consulting Government 149

CSM Magazine

APRIL 14, 2021

Cloud-first workforce engagement management platform chosen to enable market-leading Digital Services company to flow workforce across contact centres, retail stores and at-home visits to be where their customers are. Using Calabrio workforce engagement management (WEM) software enables powerful multi-channel agility to meet customer demand.

Multi-Channel 52

Multi-Channel Telecommunications Touchpoint Retail 52

CSM Magazine

FEBRUARY 3, 2022

When Calabrio invited CX Consultant and Practitioner Clare Muscutt to present at a recent webinar, she asked delegates about the state of digital transformation for customer service in their organisation. Deploy – finally, consider the latest advancements in AI-driven analytics. Ross Daniels is Chief Marketing Officer at Calabrio.

Customer Journey Mapping 52

Customer Journey Mapping Webinar Customer Journey Employee Experience 52

CSM Magazine

OCTOBER 18, 2022

As a growing Software as a Service (SaaS) organisation, Calabrio has a collective focus on customer satisfaction and retention, and Orstad’s team will primarily own frontline engagement as the need to continuously support customers as a trusted ally has never been more vital. “We We know when our customers succeed, we succeed.

Customer Success 52

Customer Success E-support Contact Center Customer Service 52

Bold360

MARCH 16, 2021

Due to the pandemic, we’ve witnessed dramatic, rapid shifts in customer engagement, with customers and businesses alike moving to digital-first approaches and working (and doing nearly everything else) from home. . W e all suddenly moved to an online shopping experience, to self – service tools and to digital-first engagement.

Management 52

Management Call Center Customer Relationship Management Engagement 52

CSM Magazine

JANUARY 22, 2024

However, providing high-quality customer service can be challenging, especially in the era of digital transformation, where customers expect fast, personalized, and seamless interactions across multiple channels. Customer service is a crucial aspect of any business, as it can affect customer satisfaction, retention, and loyalty. million.

Customer Service 52

Customer Service 2023 2024 E Commerce 52

CSM Magazine

OCTOBER 18, 2022

As a growing Software as a Service (SaaS) organisation, Calabrio has a collective focus on customer satisfaction and retention, and Orstad’s team will primarily own frontline engagement as the need to continuously support customers as a trusted ally has never been more vital. “We We know when our customers succeed, we succeed.

Customer Service 52

Customer Service E-support Contact Center 2022 52

CSM Magazine

NOVEMBER 14, 2023

While organizations are embracing automation and analytics to maximize their operations, AI won’t entirely replace agents. Combine these methods with Voice of the Employee (VoE) analytics to identify agents who are struggling and need extra support. Calabrio is a trusted ally to leading brands.

2026 52

2026 Average Handle Time Contact Center Customer Centricity 52

Eptica

APRIL 15, 2020

Instead, what companies need to focus on is listening to customers , both directly and through their digital interactions , and acting rapidly on this insight. Move away from quantitative feedback to analyse more qualitative data, from the words they use when they interact with you digitally to free-text survey responses.

Net Promoter Score 95

Net Promoter Score NPS 2025 2020 95

Lithium

NOVEMBER 2, 2021

Autumn Innovation Launch: Embedding ease and trust into every engagement As part of this year's Autumn Innovation Release, we're focused on empowering digital frontline workers to deliver better customer experiences easily and securely.

2021 52

2021 Webinar ROI Events 52

CSM Magazine

JUNE 16, 2022

Real-time message boards on an agent’s desktop, short video clips from senior executives and online Town Hall meetings are all great ways to create a sense of belonging while keeping frontline staff updated. Make workforce management a core component of your digital-first strategy but encourage good housekeeping.

Connections 52

Connections Download Financial Insights 52

CSM Magazine

OCTOBER 12, 2022

Despite a rise in digital interactions, the phone call still holds a special place in consumer hearts. While the majority (53%) are having more first-time digital interactions with their favourite brands than a year ago, voice still reigns supreme. One of Calabrio’s customers conducted this experiment with amazing results.

Consumers 52

Consumers 2022 Social Media 2021 52

CSM Magazine

MARCH 27, 2023

For example, using the tool’s detailed analytics and insights capability the data it could glean from agent performance – hypothetically – could be used to identify areas where agents may need additional training or support, or to track the impact of new training or support initiatives over time.

Customer Service 52

Customer Service Customer Service Representative Customer Satisfaction Technology 52

CSM Magazine

JANUARY 25, 2022

The growth of digital platforms has merely increased complexity but not necessarily for the greater good. In addition, organisations claim they are three times more likely than before the crisis to say that at least 80% of customer interactions are now digital in nature. Five golden rules of keeping it simple.

Average Handle Time 52

Average Handle Time Roadmap Webinar Technology 52

CSM Magazine

MAY 12, 2022

Encourage supervisors to build regular one-to-one sessions into their schedule to increase your agents’ sense of belonging–then maximise analytics to close the wellbeing loop. Our AI-driven analytics tools make it easy for contact centres to uncover customer sentiment and share compelling insights with other parts of the organisation.

Competitive Advantage 59

Competitive Advantage Article Technology Definition 59

SurveySparrow

SEPTEMBER 5, 2023

Digital Showrooms and Virtual Reality Imagine exploring a car’s features and interiors from the comfort of your home. Advanced data analytics allow brands to anticipate customer preferences, recommend tailored features, and even suggest maintenance schedules based on individual usage patterns.

Automotive 52

Automotive Customer Experience Touchpoint Multi-Channel 52

CSM Magazine

APRIL 13, 2022

Let’s start with frontline staff. The pressure is on contact centre operations to manage agent stress while at the same time dealing with hybrid working and increased numbers of digital communication channels. Flexible working practices, growing customer demands and a fast-changing competitive landscape are all taking their toll.

2017 59

2017 Omnichannel Customer Satisfaction Article 59

Customer Bliss

JANUARY 25, 2018

With a background in art history, public relations and community service, operations, and digital strategy in finance, Tamar’s diverse experiences paved the way for her to become a customer experience leader. I realized, these are my partners and they’ll tell me more than I can ever get from reading surveys and analytics.

Leadership 175

Leadership Culture Government Customers 175