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As we reflect on the past year, it’s clear that employee engagement and customer experience reigned supreme. With customer expectations on the rise, companies scrambled to develop customer journeys that stood apart from the competition. We also discovered the importance of human nature in customer loyalty, with 74 percent of customers stating they are more loyal […]

There are few things in life that grab the attention of IT leaders, and it’s been my experience that there are two rising stars in the world of “What application is best?” for Quality Management of all user interaction and Service Desk interaction to log issues, track progress, and manage incident resolution. Service Desk analysts/managers […]

With every new year comes an opportunity for businesses to surprise and delight customers. And 2019 will be no different. Companies will continue to look for ways to engage customers during every touchpoint of their journey and, in the process, will become wiser to their changing and growing demands. In the coming year, customers will […]

Give employees the flexibility to choose when they want to work without increasing your administrative overhead. Watch this video from the Calabrio Academy to learn how to use dynamic availability to schedule seasonal staff.     Read the Transcript You hired and trained some college students this summer. They were great and you’re hoping to […]