VDS

SEPTEMBER 6, 2023

By integrating Genesys Cloud CX with Salesforce Service Cloud, this joint solution creates a bridge between enterprise contact center and workforce engagement management (WEM) capabilities, empowering organizations to better understand customer interactions, behavior, and history throughout their entire journey.

Customer Experience 52

Customer Experience Contact Center Employee Experience Insights 52

CSM Magazine

FEBRUARY 17, 2021

In the first of a new series of blogs, he shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM). Success begins with a smarter approach to Workforce Engagement Management (WEM).

Multi-Channel 52

Multi-Channel Presentation Webinar Technology 52

CSM Magazine

SEPTEMBER 21, 2021

Along the way, we shared several simplification strategies including how to step-up staff engagement programmes and refresh leadership skills. In this final blog in the series, we discuss how to turn theory into practice using the latest Workforce Engagement Management (WEM) solutions.

Omnichannel 59

Omnichannel Call Recording Technology Interaction 59

CSM Magazine

JANUARY 6, 2021

Calabrio extends its Twilio partnership, making it effortless to deploy the leading workforce engagement management suite on Twilio Flex. Calabrio ONE’s availability via the Twilio Flex Ecosystem makes it easier for companies to add WEM functionality quickly, helping them operate efficiently and at scale.”.

Contact Center 52

Contact Center Customer Satisfaction Engagement Technology 52

CSM Magazine

DECEMBER 15, 2020

Richard Pinnington of Calabrio discusses how workforce management means so much more in challenging times. . “It was the best of times, it was the worst of times,” these immortal words are probably as true today as they were when Charles Dickens wrote a “A Tale of Two Cities” nearly 200 years ago. It’s an evolution of WFO to WEM.

Management 52

Management E-support 2020 ROI 52

CSM Magazine

OCTOBER 27, 2020

Calabrio , the customer experience intelligence company, unveils the new Calabrio ONE workforce engagement management (WEM) suite at its first-ever virtual Calabrio Customer Connect (C3) conference, October 27-28, 2020. The new product also unlocks insights for planning, performance and wider workforce engagement.

Customer Engagement 52

Customer Engagement Engagement 2020 Connections 52

CSM Magazine

SEPTEMBER 8, 2023

By integrating the business into the Sabio Group it expanded our focus and capability in customer relationship management (CRM). The combination makes agent and supervisor jobs more seamless, bringing enterprise contact centre and workforce engagement management (WEM) capabilities from Genesys Cloud CX to Salesforce Service Cloud.

White Paper 52

White Paper Leadership Multi-Channel 2021 52

CSM Magazine

JULY 12, 2023

The wider digital transformation project will also see Davies unify its digital communication capability as the firm embarks on the next stage of its growth trajectory across the U.S. The agreement also includes Workforce Engagement Management (WEM) capability in addition to Sabio’s support and delivery services.

Multi-Channel 52

Multi-Channel Insurance Touchpoint Technology 52

Calabrio

MARCH 2, 2020

Customer service leaders and development teams can collaborate to introduce new capabilities, for instance, custom communication workflows and user interfaces, adding new communications channels, and integrating existing technologies at their own pace. And they also get access to hyper-personalized, suite-wide reporting—at no extra cost.

Contact Center 71

Contact Center Airlines 2021 2019 71

Playvox

NOVEMBER 18, 2021

Globalization and a younger workforce that prioritizes work-life balance are forces that likely would have compelled contact centers to gradually adopt a work from anywhere agent model. SaaS providers are responsible for keeping software current, maintaining hardware, managing databases, and ensuring proper security measures are in place.

Contact Center 52

Contact Center Reference Omnichannel Technology 52

CSM Magazine

JUNE 24, 2021

We discovered how Connected Enterprises enjoy far higher levels of workforce and customer engagement than their peers. Connectedness benefits everyone, from customers and customer service management to agents themselves. This helps categorise and prioritise all contacts for a swifter, smoother customer experience.

Connections 52

Connections Customer Connectedness Call Recording Omnichannel 52

ShepHyken

APRIL 14, 2017

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. Remember that engaged employees work harder, care more about the company, the people they work with and ultimately care more about the customer. – Shep Hyken.

Blog 82

Blog Contact Center Competitive Advantage Engagement 82

Playvox

NOVEMBER 4, 2021

From how we navigate our day and interact with friends and colleagues to how we engage with vendors and brands, new tools and communication channels have changed the touchpoints we all experience. Contact center technology has evolved to enable more on-demand capabilities and scale, thanks to the cloud.

Contact Center 52

Contact Center Technology Call Center Exceptional Customer Service 52

CSM Magazine

APRIL 28, 2021

When Calabrio surveyed over 300 contact centre professionals, the most effective way to improve employee engagement moving forward was quoted to be giving people the ‘ right tools and tech ’. The transformation process is at risk if vital intelligence relating to workforce management (WFM) data and people management falls through the cracks.

Omnichannel 59

Omnichannel Telecommunications Call Recording Connections 59

Playvox

JANUARY 13, 2022

Plus, live chat keeps site visitors engaged with your website longer and minimizes the risk of visitors losing interest. Maximize Workforce Engagement Management (WEM) Solutions. They can also help you manage your team’s workload, and enhance the experience of your agents. Quality Management (QM) Solution.

Contact Center 52

Contact Center 2022 2025 2021 52

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. Peter Farnsworth, Regional Director – APAC, Calabrio.

Multi-Channel 52

Multi-Channel Telecommunications Touchpoint Retail 52

CSM Magazine

AUGUST 6, 2020

He shows how to drive workforce flexibility, enhance customer experience and employee satisfaction using modern workforce engagement management (WEM) solutions. At the same time, managers in the UK report fewer significant changes and challenges than their US peers. Be prepared, take to the cloud.

Contact Center 52

Contact Center Omnichannel Download 2020 52

NICE inContact

JANUARY 30, 2017

NICE positioned as a Leader and is positioned highest in Ability to Execute and furthest in Completeness of Vision due to significant growth, large market share, and innovation leadership in product development highlights the enterprise as paving the way in the Workforce Engagement Management category.

Engagement 48

Engagement Management Leadership Download 48

Calabrio

JANUARY 2, 2020

Together we are 600+ employees devoted to delivering the best Workforce Engagement Management (WEM) suite and supporting 5,800 customers worldwide. To benefit from CX Intelligence and future developments, here are five ways to engage with the fully blended Calabrio: 1. One company, one brand, one website.

Brands 88

Brands White Paper Social Media Webinar 88

Playvox

DECEMBER 15, 2022

They’re offering digital contact options to customers, supporting fully remote workforces , and engaging staff in new and different ways to ensure team members are supported and happy. Related Article: The Human Side of Workforce Management. Related Article: How To Manage Customer Interactions In Any Channel.

Contact Center 72

Contact Center Multi-Channel Average Handle Time Omnichannel 72

Calabrio

JANUARY 2, 2020

Together we are 600+ employees devoted to delivering the best Workforce Engagement Management (WEM) suite and supporting 5,800 customers worldwide. To benefit from CX Intelligence and future developments, here are five ways to engage with the fully blended Calabrio: 1. One company, one brand, one website.

White Paper 76

White Paper Social Media Webinar 2020 76

CSM Magazine

AUGUST 18, 2021

We revealed how the trend towards flexible workforces can impact agent satisfaction, recruitment and retention as people threaten to quit their jobs rather than return to the office. With employee engagement as a top priority, we shared proven strategies to make life easier for frontline staff, including streamlining processes and technology.

Blog 52

Blog Technology Touchpoint Engagement 52

CSM Magazine

OCTOBER 30, 2019

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio company, says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences.

Customer Experience 40

Customer Experience Contact Center Average Handle Time Call Recording 40

UJET

SEPTEMBER 15, 2020

In the most basic enterprise customer service toolset, there’s a contact center platform (or ACD), customer relationship management solution (CRM), and workforce engagement solution ( WEM ). These gaps and challenges in reconciling the data are relics of the past. That single device is the smartphone.

Customer Experience 78

Customer Experience Contact Center Omnichannel Virtual Agent 78

NICE inContact

DECEMBER 26, 2018

It’s usually not because of a lack of willingness from your team or management to adapt and improve operations and CX, but rather an inability of your current contact center technology to support that change and growth. It also requires a software partner that’s proven to execute now and in the future. Agile technology and a reliable partner.

Call Center 48

Call Center Technology Contact Center Omnichannel 48

CSM Magazine

JULY 7, 2021

Too many organisations underestimate the power of voice and yet it continues to be the building block of an effective omnichannel customer engagement strategy. This begins by integrating voice with customer centric platforms such as customer relationship management (CRM). .

Customer Journey 52

Customer Journey Omnichannel Touchpoint Social Media 52

CSM Magazine

MAY 5, 2022

I have been in the Workforce Management (WFM) business for over 20 years and during this time, contact centre leaders have again and again told me that one of their biggest challenges is balancing the needs of employees with great customer service. Agent self-scheduling is just one way to engage and motivate employees.

Omnichannel 52

Omnichannel Call Recording Customer Satisfaction Management 52

UJET

SEPTEMBER 15, 2020

In the most basic enterprise customer service toolset, there’s a contact center platform (or ACD), customer relationship management solution (CRM), and workforce engagement solution ( WEM ). These gaps and challenges in reconciling the data are relics of the past. That single device is the smartphone.

Customer Experience 56

Customer Experience Contact Center Omnichannel Virtual Agent 56

Calabrio

FEBRUARY 11, 2020

Calabrio developers work to continuously improve and expand our award-winning Calabrio ONE workforce engagement management (WEM) solution, which puts AI-driven insights at the fingertips of contact center users via a transformational design and embedded analytics.

Insurance 52

Insurance 2019 Innovation Contact Center 52