New Year, New Resolutions: Four Brand Strategies that Will Increase Customer Satisfaction in 2017
JANUARY 19, 2017
This time of year, many of us are working to evaluate and solidify our goals for the coming year. At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. With that in mind, here are four predictions on how brands will step up their game in the new year.
Contact Centers aren’t Ready for Omnichannel
OCTOBER 4, 2016
The potential of “omnichannel” when it comes to contact centers is undeniable. Your customers prefer different modes of communication—phone, email, chat, social media… Let them choose how they connect with and receive support from your contact center agents, and you score high for ease of doing business, right? But omnichannel can have a dark side. Here’s why. That’s not a recipe for success.
3 Customer Engagement Trends to Watch in 2017
FEBRUARY 16, 2017
With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. Here are three key trends to watch: 1. CMOs will spend more on tech than CIOs. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals. Start here.
How to Apply Analytics at Every Stage of the Customer Lifecycle
JANUARY 23, 2017
Customer expectations are high at every stage of the customer lifecycle. In order to stay competitive in today’s crowded market, companies must not only meet those expectations, they must exceed them. Brands must pay close attention to what customers are telling them, both verbally and through their actions, and use that data to inform their response. Not convinced? Stage 1: Awareness.
5 Things You Can Do to Make Your Customer Experience Stickier
Tactics for Boosting Engagement and Brand Affinity.
Three Reasons Your Contact Center Needs to Go Digital
APRIL 20, 2016
When you close your eyes and imagine a contact center, what do you see? Is it a dim and dusty room filled with rows of headset wearing agents, half-heartedly responding to customer complaints? Or, is it a buzzing and dynamic environment equipped with 21 st century customer engagement and analytics technology that empowers businesses to predict customer needs? For one thing, it’s more convenient.
Speech Analytics: Five Ways to Set Your Company up for Success
NOVEMBER 1, 2016
Speech analytics is a huge opportunity for brands. If you aren’t at least considering speech analytics for your contact center, you risk missing out on valuable information that can improve the entire customer experience. While many companies know that speech analytics is something they should do, the question we hear most often is: where do I start? Recently, I co-hosted a webinar with Donna Fluss, President of DMG Consulting, titled “Speech Analytics: Best Practices and Pitfalls to Avoid.” When implementing speech analytics, the pressure is on to quickly realize return on investment.
Why Random Sampling Alone is Not Enough to Ensure Contact Center Quality
AUGUST 12, 2016
Having worked in the contact center industry for many years, I’ve become very familiar with how important random call sampling is to quality assurance. It’s a practice that most, if not all, contact center leaders rely on to measure agent performance and ensure quality customer service. Still, it’s also rather limited in what it can tell you about the overall state of your contact center.
The Top Trend to Change Our Industry in the Next Five Years
JUNE 30, 2016
We think about analytics frequently at Calabrio. We think about how to improve the use of data, how best to implement analytics strategies, and how to make that data work in meaningful ways for businesses like yours. It’s not just because we’re data lovers (we are!), it’s because we know analytics is the key to unlocking what’s been so close yet so out of reach for so long—the voice of the customer. Every day businesses collect an enormous amount of data from their customers from various channels – including the contact center – with technologies such as Calabrio ONE.
How Does Customer Experience Impact Angry Customers?
Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.
Your Contact Center is a Hotbed for Customer Engagement: Here’s Why
OCTOBER 24, 2016
We know that when a brand delivers great customer experience, customers are more likely to establish a positive connection and long-term loyalty towards that brand. Given this, most companies, including your own, spend countless hours and resources looking for ways to improve customer experience strategies. However, the customer experience is only a part of the equation. Every day, company representatives interact with customers and, within those interactions, your brand has the opportunity to foster customer engagement. Engaged customers really are your brand’s best friends.
7 Top Priorities for the Future of Customer Engagement
JANUARY 6, 2016
CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. The “smart” technology that revolutionized our cell phones is finding its way into just about everything: medical devices, baby monitors, smoke detectors, thermostats, running shoes, even cows. Yes, cows: A company in the Netherlands developed a sensor that attaches to a cow’s ear, monitors its vital signs and transmits the data to a computer, which reports back to the farmer via email or text. The pace at which technology marches forward is just incredible. The researchers at Gartner estimate that nearly 12.5
Nine Myths to Debunk for a Data-Powered Contact Center
NOVEMBER 18, 2015
As customers become more empowered through technology, so must the organizations that serve them. Analytics in the data-powered contact center are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. Customer engagement and analytics software yield measurable benefits. percent. Decreased their customer care costs by 6.3
Guest Post: Springtime Renewal in the Contact Center
APRIL 26, 2016
Springtime is traditionally a time of renewal, refreshment and rebirth. We think about spring cleaning our homes, offices, cars and anywhere else we have spent a lot of time during the long and often gloomy winter days. Wait, what? We presented our subjects with an extensive list of potential contact center issues for 2016 and asked them to choose all that they felt applied to them.
Are Your Technology Decisions Killing Your Customer Experience?
Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.
Top 3 Insights from the 2016 Global Contact Center Benchmarking Report
JUNE 9, 2016
If there’s one thing I’ve learned from being in this industry for more than a decade, it’s that when things change, they change very quickly. At Calabrio, we like to stay ahead of the curve so we can meet our customers where they want to be tomorrow, instead of where they were yesterday. We do this in many ways, one of which is staying up to date on industry research. One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. What you can do: Establish an omnichannel strategy.
Your Contact Center Superhero
OCTOBER 6, 2016
Your contact center is a superhero? You might be surprised—after all, contact centers are often: Under-valued by the larger organization. Under-funded. Viewed purely as a cost center. The first place budget is cut when the need arises. And staffed by entry-level employees. Not exactly the standard definition for a superhero. Profile of a Contact Center Superhero. Fight for funding when needed.
How Analytics Technology is Changing the Contact Center
SEPTEMBER 21, 2016
The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. Surveys show 3 in 4 organizations now view the contact center as a key differentiator—no longer just a cost center. Despite this big talk, most organizations are doing a terrible job of extracting business value from their contact centers. In the last year, U.S. contact centers racked up more than 200 billion minutes of inbound calling. That’s 200B+ minutes of your customers telling you who they are and what they want. Because most lack the tools—and many are unaware the capabilities even exist.
Top Eight Reasons to Catalyze Your Customer-Conscious Corporate Strategy
NOVEMBER 19, 2015
Sure, we have a bias, but our belief that Calabrio ONE is the most innovative and visionary customer engagement and analytics technology available today is based on eight solid reasons. More than 4,000 customers around the globe agree, and they are integrating their solutions at a rate four times the industry average. Wonder what they know that you may not? A single, unified interface. Service.
5 Customer Satisfaction Templates You Can Use Right Away
Begin or improve your customer satisfaction program with these 5 ready to use templates.
Top 5 Tips to Motivate Contact Center Agents
OCTOBER 3, 2016
Your contact center agents are your company’s face to the outside world. They’re your frontline to your customers, the ones you trust to maintain those critical buyer relationships. But their jobs aren’t easy ones. And those roles are vulnerable to high turnover. It takes a special mindset to field complaints and calls, day after day. You don’t want that. You want your agents to feel energized.
News Flash: The Next Generation Wants Digital Communication
JUNE 23, 2016
Our world is digital and there’s no getting around it. We trip over it everywhere—people are on their laptops, phones and tablets searching the web, surfing social networks and downloading apps, all while walking down the street. This digital generation is also making strong judgments about the quality of service they’re receiving from brands on these channels. So, any organization whose bottom line is directly impacted by customer experience must go digital, too. Not surprisingly, one of the biggest drivers of the digital movement is the millennial generation.
Bringing Customer Experience into Higher Focus
FEBRUARY 24, 2016
Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year. The number one response? Customer Experience. “In In 2014, it emerged as a top priority for marketers. In 2015, it gained momentum. Calabrio helps businesses focus this lens. Why are your customers contacting you?
Customer Experience Nightmares: Get Ahead of Issues with Topic Modeling
MARCH 23, 2017
Companies often take a reactive approach to important decisions about their customers because “hindsight is always 20/20.” The problem with hindsight is that it doesn’t always help brands fix issues until it’s too late. To help stay ahead of problems, many companies are employing speech analytics in their contact centers to look at their customer conversation data before taking action.
Customer Experience Strategy: How to Measure the Immeasurable
Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?
Three Ways to Ramp Up Contact Center Quality Assurance
JULY 29, 2016
Smart contact center leaders know that the benefits of a strong quality assurance program stretch far beyond the walls of the contact center. By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience. This ultimately leads to increased customer retention and loyalty. Technology has made huge advances in recent years as the contact center has shifted from an unsightly but necessary business function to the cornerstone of customer experience. Go beyond random sampling.
Omnichannel is Here: The Case for a Digital Contact Center
APRIL 5, 2016
Many of us rely on GPS navigation while driving to avoid getting lost on our way to a destination. However, a good GPS isn’t static; it will offer up alternate routes depending on things like traffic and road closures. Essentially, it knows that there is never just one way to get somewhere and it adjusts its strategy accordingly. In the same way, customers choose to use different channels to meet specific needs they have (conflict avoidance, convenience, speed/immediacy, etc.), just like GPS systems offer different routes to meet specific needs (e.g.,
Building a Business Case for Customer Analytics
JUNE 16, 2016
If you are in a product or service-oriented industry, it should come as no surprise that the way you engage with your customers means everything. How well you know them, whether you can provide personalized service, and if you can earn their trust and loyalty can all mean the difference between your customers spending their money with you or with your competitors. In a high stakes competition for customers, it’s important to ask yourself: Are you doing enough? All this means that there is a major opportunity for improvement. Customer Service. Gain timely insights.
Why Self-Service is the Future of Customer Engagement
OCTOBER 5, 2016
As consumers, we all love the convenience of online self-service. We can buy products or find information online, 24/7, in our PJs, from our patio, if that’s what we want do. We’ve come to expect immediate gratification via electronic service delivery. Yet the more we progress technologically, the more personally disconnected we become. We’re more reclusive, more sedentary. Am I still needed?”
7 Steps to Elevate Your Customers' Experience
Learn how to walk through your customer's journey in order to improve their satisfaction and engagement
Business FOMO: You Might Have the Data, But is Your C-Suite Missing Out on Profitable Insights?
MARCH 30, 2016
Most executives know that collecting data is central to making operations efficient. However, the typical data collection systems don’t allow companies to extract the full value from that data. Companies have to stop thinking that collecting and storing data is enough. Whether structured or unstructured, the purpose of data is to extract insights to support more accurate decision making. Today, data scientists, trained to decode the meaning within the data, are “must haves” for companies that want to uncover new levels of intelligence. The Data Science Landscape. The Story of Data.
What Cable Providers Can Teach Your Business About Customer Service
JULY 5, 2016
When it comes to delivering excellent customer service, most people would say the cable industry isn’t exactly a shining example of customer satisfaction. Historically, their reputation in this arena has been acceptable at best, and more often described as “nightmarish.” So if you’re wondering what you could possibly learn from reading this—don’t worry, I’ll explain. How did they do it?
The Role of Digital in Customer Experience, by Sandeep Kuvvarapu
MARCH 22, 2017
The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products. All business have taken necessary measures, so that customers become loyal, provide repeat business, and advocate their products & brand – thereby increasing the customer base. and Pepsi Co. billion in USA and $ 300.00
Customer Journey Management – it’s not just about the mapping!
FEBRUARY 6, 2017
Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! As with any profession, it is defined by a number of competencies, tools, techniques and methodologies that are recognised and practised by thousands of specialists around the world. A collage of customer journey maps! Some are simple. Some are complicated.
How 6 marketing leaders plan to improve customer experience
JANUARY 13, 2017
Two-thirds of CMOs are now on the hook for improving customer experience (CX). Despite all the recent buzz about CX becoming a bigger part of the marketing function, however, CMOs have yet to really step up to the plate. According to a 2016 study by Deloitte and the CMO Council , only a small minority of marketing leaders have made significant progress in improving CX. On one side, you have value.
Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty
JANUARY 5, 2017
“In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.” ” – Jeff Bezos CEO of Amazon. Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. They can easily search for a better alternative to your product or service. Bain & Company.
Top 20 Customer Service Experts to Follow on Twitter Right Now
MARCH 8, 2017
Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. But with the thousands of #CustomerService tweets, how are you supposed to get exposed to fresh ideas without spending hours or even days trudging through the classic internet information overload? Roy Atkinson. RoyAtkinson. Chelsea Krost. ChelseaKrost.
More on the positive ties between good CX and revenue
FEBRUARY 9, 2017
I wrote a few weeks ago about how good CX is tied to revenue gains. I firmly believe that and preach it to all my clients and anyone I ever work with. If you do customer experience right — think in terms of the five core competencies — then you will (over time) create a customer-driven growth engine and see revenue uptick from your customer experience side. It works.
14 Articles to Help You Deliver Flawless Customer Experiences in 2017
JANUARY 12, 2017
Narrowing down to a handful of posts to round up a year is tough. It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? To remember why we do our jobs in the first place: the customer.