BlueOcean

OCTOBER 23, 2023

With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care. List address & number of employees for each location) What percent of your workforce is remote/work-at-home? For remote training?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. Ensuring that employees can be a part of managing their schedule has big benefits.

Management 85

Management Contact Center ROI Net Promoter Score 85

CSM Magazine

APRIL 9, 2024

Here we focus on two major tech tools that are reshaping remote customer support: call tracking software and workforce optimization software. Workforce Optimization Software – The Pulse of Support Teams On the other side of the spectrum lies workforce optimization software.

Call Recording 64

Call Recording E-support Customers Customer Satisfaction 64

Experience Investigators by 360Connext

FEBRUARY 27, 2024

Discover the transformative power of AI in shaping customer experiences as Maria Villablanca, CEO of the Future Insights Network, joins us to break down the evolving relationship between supply chain management and customer satisfaction.

2024 143

2024 Leadership Customer Satisfaction Insights 143

ShepHyken

JANUARY 22, 2024

As AI becomes increasingly integrated into the workforce, the creation of new job roles specifically meant to complement AI’s capabilities increases. How can companies effectively measure and manage processes to improve customer service experience?

Customer Service 81

Customer Service Measurement Technology Customers 81

Playvox

MAY 11, 2023

The contact centers that offer this flexibility for their workforce realized that their remote workers could have the same performance and productivity they do in an office — if they implement practices for efficient work. The person who leads these teams plays a fundamental role in the management and work of all the teams.

Management 89

Management Contact Center Culture 2021 89

CSM Magazine

SEPTEMBER 14, 2023

Industry Report Ranks Calabrio as an Overall Agent Management Leader and a Product Experience Leader. Calabrio , the workforce performance company, has been named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management. Our success is fueled by our customers’ success. “Our

2023 59

2023 Management Contact Center Customer Centricity 59

Customer Interactions

JULY 7, 2015

To wrap up our series on the five P’s of WFM we will turn our focus to product. Workforce management products are the solutions, systems, tools and technology used to automate the WFM function and to balance your contact center’s two primary objectives of customer service and operational efficiency.

Management 39

Management Technology Customer Service Customers 39

CSM Magazine

SEPTEMBER 21, 2023

Calabrio, the workforce performance company, has released its annual analysis of the contact centre market, the State of the Contact Centre 2023: Activating the Agent of the Future. Anticipating the Agent Workforce Evolution with AI Calabrio surveyed 400 contact centre managers from across 10 countries, 4 age groups, and 6 industries.

Customer Service 59

Customer Service Contact Center 2023 Customer Centricity 59

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). But getting to this nirvana is no picnic.

Call Center 52

Call Center Contact Center Management Omnichannel 52

TechSee

AUGUST 14, 2023

Follow on LinkedIn Bob Thompson, Founder and CEO at CustomerThink Bob is the CEO of CustomerThink, a research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com , the world’s largest community dedicated to customer-centric business.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Magellan Solutions

MAY 6, 2024

From boosting productivity to reducing expenses, outsourcing has become a popular tool for improving operations. This emphasis on operational excellence and access to cost-effective specialized expertise allows SMEs to significantly improve productivity, responsiveness, and customer satisfaction through their BPO partnerships.

2011 78

2011 Telecommunications 2012 Return on Investment 78

SurveySensum

NOVEMBER 9, 2023

It demands product/service quality, optimized customer journey, and most importantly, excellent customer service. These are the people who create the product, organize the process, and deliver the experience to the users. In other words, you need proper workforce management. That’s why workforce management matters.

2024 52

2024 Management Customer Experience Demo 52

ShepHyken

MARCH 10, 2023

This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. She writes about how companies can adopt a remote workforce and enhance customer service delivery. But by shifting how you manage your team, these issues can be easily resolved.

Customer Service 117

Customer Service Communication Article Customers 117

TechSee

SEPTEMBER 7, 2021

Warranty management. Managing the end-to-end lifecycle of consumer product warranties – from product registration through warranty claim – is a costly endeavor. However, it enables brands to connect directly with consumers and engage with them throughout their product ownership. safety recalls . safety recalls .

Sales 191

Sales Consumers Technology Contact Center 191

CSM Magazine

MAY 23, 2023

Expansion of Leadership Accelerates Development and Delivery of Products for Customer Success. Calabrio , the workforce performance company, today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation.

Innovation 52

Innovation Contact Center Customer Centricity Leadership 52

Playvox

JANUARY 12, 2023

And while you might view being back together in an office as an employee productivity booster, Gartner research has shown that assumption isn’t true — remote workers trust their organization more and are more productive than those who have never worked in traditional offices. Important KPIs To Track For Remote Agents.

Contact Center 69

Contact Center 2022 Metrics Article 69

Playvox

AUGUST 15, 2022

Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. While most contact centers have successfully transitioned to some form of remote workforce since COVID shutdowns, the return to fully on-site work—and its effect on agents—is unclear.

Contact Center 77

Contact Center Engagement Management Communication 77

Playvox

NOVEMBER 15, 2022

For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . In this environment, investing in a workforce management (WFM) solution becomes key, particularly if your support center has been using spreadsheets or trying to get by with subpar solutions.

ROI 86

ROI Management Contact Center E-support 86

CSM Magazine

JUNE 22, 2023

Calabrio , the workforce performance company, is proud to announce it has been awarded Workforce Innovation of the Year at the 2023 Customer Contact Week (CCW) Excellence Awards. Agent Empowerment and Scheduling: Grant is Calabrio ONE’s AI-enabled virtual assistant who has revolutionised scheduling for agents and managers alike.

Innovation 52

Innovation Customer Centricity 2023 2022 52

CSM Magazine

OCTOBER 24, 2023

Calabrio , the workforce performance company, has announced the winners of its annual ONE Awards. Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations.

Connections 52

Connections Contact Center 2023 Innovation 52

Talkdesk

MAY 21, 2020

According to Gartner , by making reps a priority, service organizations can increase their productivity by 19%. It all starts with a better employee experience for agents, managers and administrators. From the agent’s perspective, it’s difficult to maintain productivity in the face of potential distractions. The bottom line?

Employee Experience 109

Employee Experience Engagement Management Contact Center 109

CSM Magazine

APRIL 18, 2023

Magnus Geverts, VP of Product Marketing at Calabrio, shares 5 budget-friendly strategies to help you achieve more, and regret less. The current cost-of-living crisis combined with the usual stresses of managing a hybrid workforce and higher customer expectations put tremendous pressure on customer service organisations today.

Contact Center 52

Contact Center Call Recording Customer Expectations Customer Centricity 52

CSM Magazine

APRIL 6, 2023

Calabrio , the workforce performance company, announced the integration of Calabrio ONE with advanced AI (artificial intelligence) systems from OpenAI, a leading AI research and deployment company. For over a decade, our Innovation Center and product teams have been integrating with sophisticated AI and ML tools.

Contact Center 52

Contact Center Innovation Customer Centricity Brands 52

CSM Magazine

OCTOBER 10, 2023

The experience a company provides is as important as its products or services, as confirmed in a study by Salesforce of nearly 17,000 consumers worldwide. The theory goes that a shorter AHT is a helpful indicator of agent productivity because the more interactions agents handle, the more customers they serve.

Average Handle Time 59

Average Handle Time Multi-Channel Contact Center Metrics 59

CSM Magazine

NOVEMBER 14, 2023

Dave Hoekstra, Product Evangelist, at Calabrio explains why and shares their top tips to activate the agent of the future. The response from 400 contact centre managers around the world is clear and reflects Calabrio’s own conversations with customers. of interactions today. As a result, agent skillsets are changing too.

2026 52

2026 Average Handle Time Contact Center Customer Centricity 52

CSM Magazine

OCTOBER 17, 2023

Workers increasingly seek flexible and remote working opportunities while Artificial Intelligence (AI) and automation are playing a greater part in work itself, recruitment, and in some cases, performance management. In the UK, 43% of contact centre managers say voice of the agent surveys are highly effective for improving agent engagement.

2023 52

2023 Contact Center Customer Centricity Measurement 52

Playvox

JULY 28, 2022

There’s so much to do and so many types of customers to work with — not to mention so many channels to manage — that having a team of agents with different strengths will invigorate your customer experience. Making the most of your multigenerational workforce’s strengths to serve your customers better is definitely worth the effort.

Contact Center 66

Contact Center Social Media 2022 Competitive Advantage 66

ShepHyken

APRIL 14, 2020

How to Stay Productive and Deliver Amazing Customer Experiences from Far Away. They discuss strategies for adapting to a remote workforce without sacrificing productivity, connection or the customer experience. Businesses must devise new systems, processes and technologies to better manage a remote workforce.

2008 120

2008 Communication Connections Loyalty 120

Playvox

APRIL 6, 2023

Maximizing workforce management efficiency through real-time data is an often-overlooked advantage for contact centers. There are several roles within the workforce management space, and each one is important in its own way. What Is Real-Time Data Monitoring In Workforce Management?

Management 54

Management Contact Center Average Handle Time Metrics 54

CSM Magazine

AUGUST 10, 2023

Calabrio, the workforce performance company, has appointed Dillon Nugent as Chief Marketing Officer (CMO). With Nugent’s exceptional branding and pipeline-driving acumen, Calabrio is well positioned for growth, solidifying its position as a leader in the workforce performance and contact centre industry.

Marketing 52

Marketing Customer Centricity Leadership Brands 52

Playvox

MARCH 29, 2022

As one of the newest terms to enter the contact center space, workforce engagement management (WEM) is much more than a simple change in the words we use. While workforce optimization suites are undeniably valuable, particularly for improving staff efficiency, their approach also brings limitations. Do you want to be optimized?

Engagement 60

Engagement Management Contact Center Competitive Advantage 60

West Monroe

APRIL 17, 2024

Industry leaders recently ranked “building a stronger and more resilient workforce” among the top three investment priorities for 2024. Nearly three-quarters of manufacturers surveyed cited workforce as a key area for investment this year and one of the three leading factors that will contribute to expansion.

Leadership 59

Leadership Culture Competitive Advantage 2024 59

Playvox

MARCH 21, 2022

According to research by Goldman Sachs , five million people have left the workforce since the beginning of the pandemic, and most were over age 55 (3.4 Indeed Hiring Lab’s Nick Bunker shared on Twitter that the number of retirees returning to the workforce was on the rise going into 2022, a phenomenon he’s named “ unretirement.”.

Contact Center 82

Contact Center 2022 2020 Article 82

CSM Magazine

OCTOBER 18, 2022

Calabrio , the workforce performance company, has hired Dave Orstad as SVP professional services and support, reinforcing the organisation’s customer-first culture. Previously, he led global professional services at Accruent Software, an asset management solutions software company. We know when our customers succeed, we succeed.

Customer Success 52

Customer Success E-support Contact Center Customer Service 52

CSM Magazine

JULY 17, 2023

Big-screen graphs and tables provide an instant view of performance, such as job costs, productivity, customer service, and finance. The dashboards receive live data from across the business, including job updates from field operatives equipped with mobile devices, giving managers and staff complete visibility of all aspects of the business.

2013 52

2013 2018 Customer Relationship Management 2020 52

CSM Magazine

OCTOBER 18, 2022

Calabrio , the workforce performance company, has hired Dave Orstad as SVP professional services and support, reinforcing the organisation’s customer-first culture. Previously, he led global professional services at Accruent Software, an asset management solutions software company. We know when our customers succeed, we succeed.

Customer Service 52

Customer Service E-support Contact Center 2022 52