CSM Magazine

JUNE 22, 2023

The CCW Excellence Awards recognize the most innovative companies and top-performing executives for their extraordinary contributions to the customer contact profession. Calabrio is honoured to be recognised for empowering frontline staff, unravelling complexity, and driving impact through customer experience.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Coaching 52

CSM Magazine

JULY 14, 2022

Customer loyalty is changing – there is no doubt that customer attitudes have altered. Customers now expect a seamless experience with more than 75% quoting consistent customer experiences and customer service will improve the likelihood of them doing business with a brand.

Management 59

Management Agent Empowerment Analytics Cloud contact 59

JustCall

MARCH 9, 2023

Did you know that 70% of customers that had their issues solved favourably in the first call would be willing to return to your business for repeat purchases? This is how important customer experience is, especially in the context of contact centers. Make use of unified customer views and data collations to achieve this.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

DMG Consulting

SEPTEMBER 16, 2017

There are many checks and balances in contact centers to ensure that renegade agents do not negatively impact customers or a company’s brand. Some recordings are reviewed by a quality management team who evaluate, score, and coach agents on their performance. Donna Fluss is president of DMG Consulting LLC.

Sales 48

Sales Customer Service Contact Center CRM 48

Balto

JANUARY 18, 2025

But the good news is that with a robust call center management strategy, including the right strategies, tools, and leadership approach, you can transform chaos into consistency and set your team up to thrive. Below, we outline the best practices that every call center manager should consider adopting in 2025 to stay ahead of the curve.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

But the good news is that with a robust call center management strategy, including the right strategies, tools, and leadership approach, you can transform chaos into consistency and set your team up to thrive. Below, we outline the best practices that every call center manager should consider adopting in 2025 to stay ahead of the curve.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 3, 2025

It’s no longer just about quality assurance or complianceits about continuous improvement. When implemented strategically, call monitoring becomes a growth engine that drives customer satisfaction, boosts agent performance, and aligns customer experience with broader business goals.

Best practices 52

Best practices Call Center First call resolution Coaching 52

Calabrio

MARCH 10, 2025

In 2025, business leaders are now four times as likely to see customer experience (CX) as a revenue driver and not a cost center. This category encompasses the tools that enable agents to connect with customers across an ever-expanding array of channels. So, how are teams looking to increase revenue and drive savings?

Call Center 52

Call Center Agent Empowerment Interactive Voice Response Self service 52

Calabrio

MARCH 10, 2025

Analytics Call Center QA Scorecards: 7 Tips for Quality Assurance and CX Excellence Share When 75% of customers report that theyre willing to spend more with businesses that offer a good customer experience, many contact center operators might respond with surprise.

Call Center 40

Call Center Coaching Quality management Contact Center 40