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.
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.
Contact Centers aren’t Ready for Omnichannel
OCTOBER 4, 2016
The potential of “omnichannel” when it comes to contact centers is undeniable.
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.
How to Build Great Customer Journeys
Make Each Touchpoint a Meaningful Experience
3 Ways Integrated Analytics Can Solve Your Data Nightmare
MAY 3, 2016
When it comes to making operations more efficient, most executives know they need to leverage data to identify areas of improvement. Data collection and storage is manageable, but executives can easily find themselves with a mountain of information and more questions than answers.
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?
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.”
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.
5 Things You Can Do to Make Your Customer Experience Stickier
Tactics for Boosting Engagement and Brand Affinity.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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 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.
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.
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.
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.
5 Customer Satisfaction Templates You Can Use Right Away
Begin or improve your customer satisfaction program with these 5 ready to use templates.
Breaking down silos in the multichannel contact center
APRIL 25, 2017
One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data.
4 ways to keep your contact center agents engaged
APRIL 27, 2017
To the outside observer, advancements in modern technology have diminished the importance of contact agents. The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people.
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.
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.),
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?
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?
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.
3 Reasons Contact Center Analytics Fails
APRIL 13, 2017
Timely insights about customer behavior. Better understanding of what your customers experience. Happier contact center agents. More loyal customers. Sounds great, right? The potential for contact center analytics is high. But reality often falls short. Here are three main reasons why.
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.
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.”
What Makes a Successful Customer Experience Leader?
APRIL 24, 2017
I’ve been so fortunate to work with some really great people. Many of these were clients who were charged with leading customer experience change within large companies. There are so many challenges in these positions.
The Human Experience (HX) – the result of all other experiences
APRIL 4, 2017
There are certain things in life that are indisputable. Money does not grow on trees, is just one example. The earth is round, is another. Additionally, it cannot be denied that we – that is you and I – in fact all people on the planet – are human beings.
Customer Experience Labs: Your Strategic Weapon
MARCH 30, 2017
When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0.