CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today? It’s important to strike the balance between speed and personalised service delivery.

Average Handle Time 59

Average Handle Time Multi-Channel Contact Center Metrics 59

CSM Magazine

JULY 21, 2023

They are finding invaluable insights not in traditional market research, but in their contact centres, the bustling hubs of customer and colleague conversations. Contact centres have long been viewed as cost centres, dedicated to managing customer queries, complaints, and issues.

Customer Insights 52

Customer Insights Insights Social Media Webinar 52

CSM Magazine

JANUARY 19, 2023

Contact centres are giant candy stores full of rich, tempting data but how do you choose and where do you begin? Jim Davies shares five delicious tips for mastering effective data collation and optimisation. Our sweets are our data sources. Aim for seamless data.

Call Recording 52

Call Recording 2023 2022 Customer Centricity 52

CSM Magazine

MARCH 16, 2023

There is an infinite amount of data in contact centres but what does it really tell us? You may be asking what Pi has to do with customer data analytics in contact centres? So, why don’t we think the same when it comes to analyzing customer data? Well, please bear with me.

Fashion 52

Fashion Insights Interaction Customers 52

CSM Magazine

AUGUST 30, 2022

Advisors are seeing this first-hand, with 76% of demand into an average contact centre coming via the voice channel. And with businesses and stores largely closed, the contact centre quickly became the new frontline for customer engagement. It’s time to place voice at the heart of the CRM Customer Engagement Centre.

Average Handle Time 98

Average Handle Time Omnichannel Customer Journey Innovation 98

CSM Magazine

JUNE 14, 2022

Customers like Standard Bank , the continent’s largest bank, that recently implemented Calabrio Workforce Management (WFM) for 4,000 agents alongside its Amazon Connect Contact Centre as a Service (CCaaS) platform. That launch effectively introduced a blueprint for data sovereignty that could be replicated in other parts of the globe.

Banking 59

Banking 2021 Roadmap 2022 59

CSM Magazine

JANUARY 25, 2023

If the festive season left your frontline staff frazzled, now is the time to give them a welcome energy boost. Great news for businesses that rely on the festive season to tide them over during the leaner months but extremely stressful for agents in contact centres. Here are our top tips: 1. Don’t know what they are?

2023 52

2023 Brands Customer Centricity Download 52

CSM Magazine

MARCH 2, 2023

While a number of innovators and early adopters have seized the initiative and embraced a rapid transformation to cloud contact centres, the reality remains that the vast majority of organisations are still trying to establish just exactly what their cloud contact centre journey might look like.

Innovation 52

Innovation Technology Customer Journey Consumers 52

CSM Magazine

NOVEMBER 3, 2022

Recent research shows consumers believe there is a direct correlation between contact centres and brand loyalty. In the latest State of the Contact Centre Report the vast majority of consumers (97%) and contact centre managers (98%) agree that customer service interactions have an impact on customer loyalty.

Loyalty 52

Loyalty Brands E-support Consumers 52

CSM Magazine

JULY 26, 2023

Nick Brook at Calabrio shares 7 winning strategies for driving all-round flexibility in contact centres. If you’re not a fan of wearing a suit and tie every day and want plenty of time to spend with friends and family, then working in a contact centre is for you.

2023 52

2023 2022 Customer Centricity 2020 52

CSM Magazine

APRIL 6, 2023

At our recent Disrupt 2023 conference I outlined how, at Sabio, we’re using data to ‘think outside the tick-box’ and help create lasting and effective wellbeing strategies for clients. The adoption of AI and Automation has seen a radical re-adjustment.

Consulting 52

Consulting 2023 Download Engagement 52

CSM Magazine

SEPTEMBER 8, 2023

The CCaaS and CRM leaders unveiled their new Customer Experience and Relationship Management solution – CX Cloud – with the exciting new offering aimed at helping businesses drive more value from data and AI through Genesys Cloud and Salesforce Service Cloud. Looking to find out more?

White Paper 52

White Paper Leadership Multi-Channel 2021 52

CSM Magazine

APRIL 13, 2022

In a new three-part series Ross Daniels introduces Calabrio’s campaign to support improvements for people, processes and technology to enable greater wellbeing across contact centre organisations. . 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

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Before joining HotDoc, Agnes spent 4 years at Apple.

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2023 Customer Service Contact Center Customer Centricity 207

CSM Magazine

JUNE 8, 2023

Merseyside based contact centre with 1500 people chooses technology to support ambitious growth plans. Calabrio , the workforce performance company, has announced that business process outsourcer (BPO) The Contact Company (TCC) has selected Calabrio ONE software to support the company’s ambitious growth plans.

Multi-Channel 52

Multi-Channel Contact Center Customer Centricity Leadership 52

Lumoa

APRIL 21, 2022

It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profits”. What will your answer be? That’s all very nice and as CEO that’s what you’ll be expected to say, and what you’ll want your people to hear. You have data.

Banking 83

Banking Customer Satisfaction Webinar Insights 83

CSM Magazine

MAY 12, 2021

Ross Daniels at Calabrio believes it’s a great aspiration for all modern organisations and presents a unique opportunity to elevate the status of the contact centre. Today, the key to success lies in becoming a Connected Enterprise where all parts of the organisation work together to deliver exceptional customer experiences.

Connections 64

Connections E-support Social Media Roadmap 64

CSM Magazine

APRIL 20, 2022

Embrace analytics to boost your wellbeing strategy. and came to the conclusion that the major barrier to wellbeing – stress – affects everyone in the contact centre and beyond. We shared several coping strategies and introduced the importance of data in promoting wellbeing across the whole organisation.

Technology 52

Technology Blog Customer Centricity Download 52

CSM Magazine

SEPTEMBER 21, 2022

‘Be prepared’—the motto of generations of scouts and girl guides—is the new mission statement for successful contact centres. Rising customer expectations, sporadic demand, and a new world of remote and hybrid work have wreaked havoc with agent shifts and schedules. Here are the essentials: 1. Here are the essentials: 1.

Consulting 52

Consulting Customer Satisfaction Innovation Customer Expectations 52

CSM Magazine

FEBRUARY 7, 2023

It also uncovered that 3 in 5 consumers would switch brands due to negative contact centre experiences. Some contact centres will batten down the hatches and strive for operational efficiency. Ideally, we want to encourage contact centres to go one step further: switch their mindset to become profit centres.

Customer Experience 52

Customer Experience 2007 2009 Customer Service Strategies 52

CSM Magazine

MAY 12, 2023

At Disrupt 2023 in the UK, we interviewed Seb Reeve, Business Development Director at Microsoft (Nuance), on the benefits of empowering contact centre advisors to help deliver excellent CX. I think businesses who are leaders in the space tend to be using data to support that change.

Fashion 52

Fashion 2023 Definition Technology 52

CSM Magazine

APRIL 26, 2024

It’s a great way to get ahead of your competition. Once HubSpot is tailored to your business, it’ll run smoothly and the results will start coming in. Setting up the HubSpot CRM is not beginner friendly, and if you make any mistakes, it could cost you valuable time and money. But HubSpot comes with a wide range of features.

Customer Relationship Management 52

Customer Relationship Management Sales Customer Relationships Insights 52

CSM Magazine

MARCH 9, 2023

Cloud alone can’t be the sole answer to your CX business challenges or a destination for your business – but it is the first step through a door that will allow you to unlock potentially significant improvements in terms of operational efficiency and costs, customer satisfaction, and advisor performance and retention.

Technology 52

Technology Customer Journey Innovation Download 52

CSM Magazine

SEPTEMBER 9, 2022

As customer experience management tops the business agenda, the spotlight falls on contact centres and agents take centre stage. Make yours stand out from the crowd with the right strategy. Create a vision of what excellent service looks like – start by involving agents, the people who know your customers best.

Customer Service 52

Customer Service Customer Service Strategies Customers Interaction 52

CSM Magazine

MAY 5, 2023

The reality is that all of us will have to fight harder to win the hearts and minds of our customers over the coming few years, and that of course means a renewed focus on the people and technologies that drive your service delivery. From that you will be able to identify any genuine gaps in your technical capability.

Technology 52

Technology Customer Service 2023 B2C 52

CSM Magazine

OCTOBER 12, 2022

Graeme Meikle at Calabrio highlights 3 areas to make sure agents are speaking your customers’ language. Interestingly—and perhaps alarmingly—contact centre managers themselves have a mismatched perception of how important voice channels are. First, look at and listen to conversations from your customer’s perspective.

Consumers 52

Consumers 2022 Social Media 2021 52

CSM Magazine

FEBRUARY 3, 2022

Ross Daniels at Calabrio shares his top tips for overcoming contact centre complexity to enhance customer and employee experiences. The first four are based on Clare Muscutt’s innovative human-centred model. Define – use all the data you have for customer journey mapping. 5 ways to banish complexity.

Customer Journey Mapping 52

Customer Journey Mapping Webinar Customer Journey Employee Experience 52

CSM Magazine

OCTOBER 27, 2022

Rob Crutchington at Encoded , discusses the rise of self-service payments and why it is time to take another look at Interactive Voice Response (IVR) in contact centres to help increase the number of successful transactions, boost agent performance and improve the customer experience (CX). Enhance customer payment and data security.

E Commerce 52

E Commerce Return on Investment E-support 2020 52

CSM Magazine

MARCH 15, 2023

Kevin McGachy, Head of Solutions, Sabio Group explains how data powers excellent CX delivery for contact centre advisors. This data explosion is being fuelled by transformational technologies such as Digital First and AI & Automation, along with the accelerated adoption of CPaaS and CCaaS solutions.

Customer Journey 52

Customer Journey Interaction Technology Brands 52

Eptica

JUNE 16, 2020

In fact, research from Contact Babel found that 84% of UK contact centres have now moved from a centralised model to one based on home working – up from just 4% a few months earlier. making them more predictable and easier to account for. Costs move from CAPEX to OPEX.

Travel 63

Travel 2020 Innovation Omnichannel 63

CSM Magazine

FEBRUARY 2, 2021

EVO Payments International GmbH, trading as BOI Payment Acceptance, provides acquirer services including payment terminals and online payment services, including payment gateway, virtual terminal and other products, which are designed to make electronic payment acceptance easier for merchants and attractive to businesses of any size.

Banking 78

Banking Document Engagement Interaction 78

CSM Magazine

NOVEMBER 9, 2022

In this new executive leadership role, Davies will work directly with Calabrio customers and prospects to prioritise customer-first contact centre strategies enabled by engaged employees and elevate their use of technology to better leverage deep VoC data and insights. About Calabrio.

Marketing 52

Marketing Contact Center Roadmap Leadership 52

CSM Magazine

JANUARY 17, 2023

Stored payment credentials, fewer clicks to purchase and pre-populated delivery information make it quick and easy to complete transactions. Hybrid working offers opportunities for solutions such PayByLink. The trend for remote working will continue to present security issues for contact centres. Specialised IVR.

2023 52

2023 E Commerce E-support 2030 52

CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . At the same time, they share a unique opportunity to raise the profile of their customer service team or contact centre. Meanwhile, consider how your organisation interacts with customers.

Connections 52

Connections Customer Connectedness Call Recording Omnichannel 52

CSM Magazine

DECEMBER 20, 2021

The pandemic has only highlighted this fact, and contact centres are now confident that technology only enables people rather than replaces them. The response was overwhelmingly positive with 94% of contact centre agents believing that artificial intelligence is and will support them, and it makes their job more efficient.

Marketing 59

Marketing Technology Omnichannel Presentation 59

CSM Magazine

APRIL 22, 2021

Delivering a great customer experience (CX) is the ultimate aim of contact centres but how do organisations stand out from the crowd? In this article, Magnus Geverts at Calabrio shows how to WOW customers in five easy steps and then invites you to test your knowledge in the Big CX Quiz on 5 May 2021. . 5 ways to WOW customers.

2021 52

2021 Social Media Download Technology 52

CSM Magazine

AUGUST 4, 2020

Jamie MacSween of Puzzel shares his thoughts on the consumer switch to email, and why it has become more important in contact centres, as well as how to use automated ticketing to resolve a sharp influx of customer enquiries. Coronavirus has been a catalyst for change, not least in the contact centre world.

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Contact Center Communication 2019 Loyalty 52