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Calabrio Named the Only May 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management (WEM)

Calabrio

The Calabrio team is excited to announce we have been recognized as the only May 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management (WEM). out of 5 as of May 23, 2019 for WEM. This distinction is based on 115 customer reviews that overall rate Calabrio 4.4 Read the full review.

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The Top 6 CX Articles of 2019

GetFeedback

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Our list of the top CX articles of 2019 covers all these topics and more. . Our list of the top CX articles of 2019 covers all these topics and more. . March 26, 2019 | David Nour | Inc. Article No. In the Inc.

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2019 XM Trends From Qualtrics Thought Leaders

Experience Matters

To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year. The post 2019 XM Trends From Qualtrics Thought Leaders appeared first on Customer Experience Matters®.

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What You Need to Know to Reduce Customer Effort in 2019

Experience Investigators by 360Connext

What will happen in 2019? CCW’s latest report, 2019 Trends , highlighted many great trends, but one of them really caught my eye: “Reducing customer effort is the #1 CX Priority in 2018, and organizations believe customer feedback, agent training and digital engagement are the keys to achieving that objective.

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Linking & Networking for a Better Agent Experience

Speaker: Jeremy Watkin, Director of Customer Experience at FCR

Tune in for some practical tips for improving agent engagement, reducing attrition, and improving your overall customer experience. How these emerging technologies can improve engagement, reduce churn. January 15th, 2019, 11:00AM PST, 2:00PM EST, 6:00PM GMT How to integrate new tools in your support tech stack, and more.

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2019 predictions for ambitious contact centres

Vonage

In addition to the standard set of customer engagement frameworks the industry is accustomed to choosing from, expect to see service design led innovations from disruptive vendors and ambitious in-house teams. Even WFO, the main tool for squeezing the last pip from front line teams has now morphed into WEM – workforce engagement management.

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Building Your Best Culture in 2019

CX Accelerator

Below are practical recommendations from several of the best minds in Customer Service (myself excluded) to help you develop your best culture in 2019! Find a way to measure employee engagement and hold the Supervisors accountable to this It sounds like they take measures and their accountabilities seriously…make them focus on this!

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How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement has emerged as a key component of modern businesses. But Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. What is Workforce Engagement Management? November 21, 2019 11:00 AM PST, 2:00 PM EST, 7:00 PM GMT

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Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Popular customer experience metrics include engagement, Net Promoter Score®, first contact resolution, and retention. Employee engagement. September 12, 2019 11:00am PDT, 2:00PM EDT, 7:00PM GMT. What do these metrics have in common? Lagging indicators are important gauges of success, but they’re not actionable.

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How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. August 15th, 2019 11:00am PDT, 2:00PM EDT, 7:00PM GMT. Is your business ready to outsource? What are your next steps?

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The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

You will also learn: The single most profound finding ever on employee engagement. June 12th, 2019 11:00am PDT, 2:00PM EDT, 7:00PM GMT The most important journey to your contact center (and no, it's not the customer journey). The 6 biggest changes you must make for contact center success.

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The Health of the Contact Center: Are You Ready for 2019?

This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019. A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era.

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5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

To provide a better customer experience, build brand loyalty and increase your revenue and bottom line, keeping your employees engaged is critical. Are you looking for new ways to engage your employees in either work at home environment or traditional brick and mortar? Motivate and engage employees to buy into your goals.

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Contact Center Metrics That Matter

Speaker: Nate Brown, Co-Founder, CX Accelerator

When your contact center can demonstrate a significant return on investment using CX terms, you are more likely to get the funding and support that you need to succeed in 2019. How to move beyond effort using Customer Engagement Score, Customer Growth Engine and more to develop a CX dashboard.

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4 Strategies to Boost Agent Productivity

Speaker: Melissa Pollock, Customer Success Officer, AmplifAI

With new technologies and emerging methods, managers must be both proactive and relevant in order to keep their agents engaged. March 14th, 2019 11:00AM PST, 2:00PM EST, 6:00PM GMT In this webinar, you will know: How to build the necessary interpersonal skills to engender CX behaviors.