Today’s workforce is transient—the days of a job for life are long gone. That isn’t a bad thing; we learn new skills and different approaches from every place we work. Similarly, bringing in fresh talent to a business keeps us all on our toes and makes us look at things a little differently. Read more from eConnect Call Centre Summit here.
The International Customer Management Institute (ICMI) today announced the finalists of its annual Global Contact Center Awards. The ICMI Global Contact Center Awards program is dedicated to recognizing companies and individuals that honor leadership, vision, innovation and strategic accomplishments within the customer service industry. Read more here.
Nobody likes a Monday morning quarterback. He’s the guy who always knows exactly how to run a play to score a touchdown…the day after the game. As much as the postgame know-it-all gets under everyone’s skin, many brands are Monday morning quarterbacking with one of their biggest assets: their customers. In this article Matt Matsui shares how analytics and topic modeling can advance your brand. Read more from Datanami here.
For those of us in the contact center industry we have always known that contact centers are where real people have real conversations that have real impact. Brand reputation can be saved, squandered or skyrocket as a result of a contact center interaction. And workforce optimization could help you make more positive outcomes. Read more from Customer Think here.
The contact center is in the midst of a rebirth. The advent of today’s omnichannel world is serving as impetus for transformation, with a key cog in this shift being workforce optimization. While we know the customer comes first, customer service agents play a pivotal role in the provision of satisfaction. The burgeoning arena of workforce engagement management brings the agent into focus by improving engagement. Remember, an engaged agent is far more likely to be a happy agent, which results in happy customers. Read more from TMCnet.
Successful brands are always evaluating plans to build customer loyalty, analyzing what is and is not resonating with customers, then driving those insights back into their business. This time of year, many brands are making New Year’s resolutions, starting with evaluating and solidifying 2017 customer strategies to reach revenue and profitability goals. Read more from Retail Customer Experience here.
Ah, the joys of Christmas mornings. Waking up, seeing the presents under the tree. It got us thinking. Do B2B marketers have Christmas wish lists? What do they fantasize finding under the metaphorical tree? Read more to learn what B2B marketers really want from Christmas from CMSWire.
The numbers are extraordinary and Calabrio has become an industry force to be reckoned with under Goodmanson’s Leadership. Read more from Paul Stockford in Contact Center Pipeline Magazine here.
In an ever-crowded field of investors pouring money into the technology industry, Kohlberg Kravis Roberts was among the first. And with a nearly $2 billion deal, the investment giant will extend its multibillion-dollar flurry of activity from the past year. Read more from the New York Times here.
© Copyright 2017 Calabrio, Inc.