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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way – a Weekly Update (Week One)
Read MoreLet me start by saying this: Like most of us who share a C-suite title, we believe we are good leaders. Over 25 years of practice, I have learned a lot about leadership and I have also made my share of mistakes. But the challenges we are collectively facing—in keeping ourselves, our families, our communities […]
Flexible Working: A 3-Point Plan for Contact Centers
Flexibility in contact centers means many things to many people. It usually means making life easier for agents, enabling them to strike the all-important work/life balance. Or, it can apply to the automated technology that makes flexible working possible. Most recently, another meaning has emerged that focuses on the growing trend for companies to increase [...]Read More
Getting to Why: How Superior Propane Increased Customer Retention by Extinguishing Contact Center Process Challenges
Read MoreWith interaction volumes and customer expectations concurrently exploding, the efficiency and effectiveness of a contact center’s processes can mean either delight or doom for downstream customer satisfaction ratings. It’s why Canada’s largest propane supplier since 1951—Superior Propane—continually reviews and improves the operational processes used by its contact centers. And, when they spot areas that could […]
Heads in the Clouds: Elevated Contact Center as a Service (CCaaS) via Calabrio ONE and Twilio Flex
Read MoreContact center as a service (CCaaS) makes the power of a modern contact center available to any business, regardless of budget or technical expertise. With it, any size company can move faster and be more competitive. These results are a big reason why CCaaS is projected to grow at a CAGR of nearly 15 percent […]
3 Compelling Reasons to Track KPIs in Quality Management Evaluation Forms
Call center leaders use key performance indicators (KPIs) on quality management evaluation forms to review and document the work of call center agents including how they handle calls. When used to their full potential, these forms embody a contact center’s most important objectives. These include the ability to track KPIs, maintain the gold standard of [...]Read More
Leave the Toxicity Behind: Overcoming Contact Center Negativity
Read MoreI got my start in contact centers by taking customer service calls. It was the late 90’s, and Titanic was dominating the box office. MMMBop was a huge hit, and Third Eye Blind ruled the charts. A lot of things have changed since then (like my hairstyle and affinity for wearing Jorts), but some things […]
A Human-Centric Vision: Calabrio Named a Visionary in the 2020 Gartner Magic Quadrant for Workforce Engagement Management for the Fourth Year
Read MoreIn an industry making great strides with big data, analytics, AI and ever-expanding digital pathways and possibilities, we should always keep sight of one thing: customer service organizations adopting Workforce Engagement Management (WEM) solutions put people first. Their businesses must operate with the customer and customer service agents at top of mind, providing an adaptable, […]
Getting to Why: How Radial Used Analytics to Remove “Powerless” Phrases from its CX
Read MoreWith workforce optimization (WFO), figuring out why something happens is just as important as figuring out what happened. In fact, sometimes the “why” is even more revealing than the “what.” That’s what Radial (a bpost group company) discovered when it ran into a problem with its customer experience: they knew agents were using what they […]
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