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State of the Contact Center 2021: Cloud Is Here
As the COVID-19 crisis accelerated the digital transformation timeline across the business world, one estimate suggests we collectively crammed 5.3 years of digital transformation activity into the first half of 2020. Contact centers grew more critical to business success as organizations relied on them to nurture customer relationships through fluctuating service levels and an evolving [...]Read More
CX Training, Part 2: Cloud Promotes Better, More Effective New-Hire Curriculum
In my first blog of this “CX Training” series, I asserted that organisations still relying upon on-prem contact centre and training technologies will be ill-equipped to capture, nurture and retain the loyalty of today’s pandemic-weary consumers. Cloud-based contact centre and training apps, on the other hand, significantly enhance and expand what’s possible when it comes [...]Read More
Preparing for Life After COVID-19: Starting with Your Employees
Read MoreWhen the Enterprise Research Centre surveyed 1,000 companies across the UK, the results were enlightening and somewhat heartening. While many firms saw their turnover fall by 42% and employment levels drop by 30%, others managed to grow despite COVID-19. Surprisingly a fifth (21%) of respondents saw positive impacts of the pandemic with 17% citing the […]
CX Training, Part 1: Cloud is the Catalyst for Better Education in the Contact Center
Read MoreOne undeniable impact of COVID-19: impatient, exhausted and sometimes desperate consumers expect much more of the customer service teams with which they engage. And, if dissatisfied with the experience, they’re much more likely to promptly take their business elsewhere. That’s why many contact center leaders consider agent and CX training to be one of their […]
Making the Move to Cloud in Contact Centers: 3 Key Questions to Ask
As economies recover following the Coronavirus Pandemic cloud-based contact centers will become standard – that’s the verdict of over 300 contact center professionals when asked about the future of their industry. Even before anyone had heard of COVID-19, the shift was happening but the acute pressures of managing virtualized home-working teams while meeting rising customer [...]Read More
Continuing Momentum: Calabrio Wins CUSTOMER Workforce Optimization Innovation Awards for Full WFO Suite and Speech Analytics
Read More2020 was a time of great change for the contact center. Agents began hosting their frontline communications with customers from home offices – fundamentally shifting how the workforce operates – and many companies finally recognized that new strategies were needed to address their customers’ needs at the forefront. To better meet the challenges stemming from […]
CX Empowerment, Part 4: Cloud Gives Customers the Service Experience They Want—Anywhere, Anytime
Read MoreIn 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 organizations; 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
Read MoreIn 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 organizations, and how only cloud enables customer experience (CX) managers to lead in a better, brand-new way . Managers, however, aren’t […]
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