Calabrio

CMO, meet your new best friend: The contact center

Calabrio

194

The Customer-First Experience: Are Brands Really Prepared to Deliver?

Calabrio

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete.

184

3 Ways Retailers Can Improve Customer Experience With Their Contact Center

Calabrio

No one ever said working in retail was easy. There are long hours, narrow margins, heavy competition and the threat of loss at every turn. You spend most of the year in the red, hoping for a big holiday season, and sometimes it doesn’t happen.

173

4 ways to keep your contact center agents engaged

Calabrio

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.

184

How Plansource Uses AskNicely NPS with Salesforce to Transform Customer Relationships

In just nine months, Plansource raised customer happiness by 35%. Learn how.

Customer is King. Or is it?

Calabrio

We all know companies who claim their customer service is first-rate and that they put the customer first. However, when you look at their management structure, the customer is left without a seat at the table.

151

Breaking down silos in the multichannel contact center

Calabrio

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.

164

New Year, New Resolutions: Four Brand Strategies that Will Increase Customer Satisfaction in 2017

Calabrio

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.

172

How to Apply Analytics at Every Stage of the Customer Lifecycle

Calabrio

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.

164

Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

The Vendor Experience: Why You Should Want More

Calabrio

Providing the best customer experience possible is at the top of every company’s priority list. Brands know that customers want personalized, proactive service that validates their purchase decision.

141

Customer Experience Nightmares: Get Ahead of Issues with Topic Modeling

Calabrio

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.

153

Your Contact Center is a Hotbed for Customer Engagement: Here’s Why

Calabrio

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.

171

Speech Analytics: Five Ways to Set Your Company up for Success

Calabrio

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.”

169

Five Priorities for Marketers Delivering Great Customer Experience

Calabrio

The Economist Intelligence Unit recently released a report revealing 86 percent of CMOs and senior marketing executives believe that, by 2020, they will own the customer experience from start to finish.

130

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

3 Ways Retailers Can Improve Customer Experience With Their Contact Center

Calabrio

No one ever said working in retail was easy. There are long hours, narrow margins, heavy competition and the threat of loss at every turn. You spend most of the year in the red, hoping for a big holiday season, and sometimes it doesn’t happen.

130

3 Reasons Contact Center Analytics Fails

Calabrio

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.

141

The Vendor Experience: Why You Should Want More

Calabrio

Providing the best customer experience possible is at the top of every company’s priority list. Brands know that customers want personalized, proactive service that validates their purchase decision.

130

Self-Service: The Changing Nature of the Contact Center

Calabrio

Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls.

130

Auror and NPS: The Ultimate Crime-Fighting Duo

Auror uses NPS to fuel business growth through customer happiness. See How.

Self-Service: The Changing Nature of the Contact Center

Calabrio

Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls.

130

The Customer-First Experience: Are Brands Really Prepared to Deliver?

Calabrio

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete.

130

What Cable Providers Can Teach Your Business About Customer Service

Calabrio

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.”

164

3 Ways Integrated Analytics Can Solve Your Data Nightmare

Calabrio

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.

169

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

CMO, meet your new best friend: The contact center

Calabrio

130

4 ways to keep your contact center agents engaged

Calabrio

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.

130

Breaking down silos in the multichannel contact center

Calabrio

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.

130

3 Reasons Contact Center Analytics Fails

Calabrio

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.

130

How Real-Time Customer Feedback Drives Fleetio’s Customer-Obsessed Culture

How Real-Time Customer Feedback Drives Fleetio’s Customer-Obsessed Culture Description: See how Fleetio uses AskNicely to create customer-first brand and product experiences.

Guest Post: Springtime Renewal in the Contact Center

Calabrio

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.

164

Three Reasons Your Contact Center Needs to Go Digital

Calabrio

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?

164

Customer Experience Nightmares: Get Ahead of Issues with Topic Modeling

Calabrio

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.

130

3 Customer Engagement Trends to Watch in 2017

Calabrio

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.

130

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

To Bot or Not to Bot?

Calabrio

Recently, Facebook announced at its F8 developer conference that it would allow businesses to build “bot” technology for Facebook Messenger. Chatbots are equipped to answer basic questions from customers, accept orders, and provide general customer assistance.

151

Why Random Sampling Alone is Not Enough to Ensure Contact Center Quality

Calabrio

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.

141

Top Eight Reasons to Catalyze Your Customer-Conscious Corporate Strategy

Calabrio

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.

158

How Analytics Technology is Changing the Contact Center

Calabrio

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.

132

The Book of NPS

The simple, straight-talking guide to evolving your business by collecting and acting on customer feedback with Net Promoter Score®.