CX Magazine Article
Peter Lavers
APRIL 20, 2021
Building B2B trust for more customer-centricity. You can read the article by clicking here.
Analytics Customer centricity Magazine 
Guest Post: Why Customer Experience Should Be at the Forefront of Your Marketing Strategies
ShepHyken
OCTOBER 21, 2022
This week, we feature an article by Eleanor Hecks , editor-in-chief of Designerly Magazine. She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. Then you describe your general marketing efforts as customer experience marketing.
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Guest Post: Ways to Improve the SaaS Customer Experience
ShepHyken
FEBRUARY 18, 2022
You may also examine a variety of metrics derived from consumer usage data in your app, such as how much time customers spend using it, retention and engagement data, and behavioral analytics. Providing a great SaaS customer experience has far too frequently been an afterthought. He is a content writer at Freshflows.
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Momentum Receives 2024 Unified Communications Product of the Year Award
Momentum Telecom
MAY 30, 2024
This solution further enhances collaboration using AI-powered insights and advanced analytics to ensure a robust and efficient user experience across all devices. “It Winners of the 2024 Unified Communications Product of the Year Award will be announced online and highlighted in INTERNET TELEPHONY magazine online.
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Making it Easy to Do Business the Way Customers Prefer
HGS
OCTOBER 30, 2014
Making it Easy to Do Business the Way Customers Prefer. This article first appeared in the Fall edition of On Board magazine and is reproduced here with permission. What trends are you seeing in the world of customer service? Interacting with our customers we see two major shifts in providing a great customer experience.
Connecting Satisfaction With Behavior: Does The Service-Profit Chain (or The Employee Engagement-Profit Chain) Still Work?
Beyond Philosophy
JULY 12, 2016
Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. Employee Engagement: The Domino Effect on Customers.
Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)
Callminer
FEBRUARY 21, 2018
Jonathon is a sought-after public speaker and regularly speaks about customer success, customer-centric user experiences and cloud technologies throughout North America. Some of these systems employ speech analytics to determine what is being said and the overall tone of the call. The number one mistake is…”.
What a Customer First Strategy Means Post Pandemic
C3Centricity
AUGUST 17, 2020
Up until the covid-19 virus hit across the globe, almost every single organisation, big or small, recognised the importance of satisfying their customers. But most of them were only giving lip service to customer-centricity and very few were actually going beyond voicing their opinions. What do you think?
How Customer-Centric Strategies Are Driving Success in Logistics
CSM Magazine
DECEMBER 13, 2024
Moreover, 78% are inclined to recommend such brands to others, underscoring the role of personalized service in fostering customer loyalty and advocacy. The Future of Customer Service in Logistics The logistics industry is on the cusp of a technological revolution, with emerging innovations poised to transform customer service.
Elevate Your Call Center’s Performance with Speech Analytics
Talkdesk
JANUARY 16, 2018
This post was originally written by Emily Blazensky , Director of Marketing at VoiceBase, for Opentalk Magazine. . What’s a bit more difficult to know is how to extract hidden nuggets of knowledge in speech and turn them into practical information for customer-facing agents. Everybody knows that. What do they like, want, need or hate?
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Elevate Your Call Center’s Performance with Speech Analytics
Talkdesk
JANUARY 16, 2018
This post was originally written by Emily Blazensky , Director of Marketing at VoiceBase, for Opentalk Magazine. . What’s a bit more difficult to know is how to extract hidden nuggets of knowledge in speech and turn them into practical information for customer-facing agents. Everybody knows that. What do they like, want, need or hate?
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Top 20 Customer Service Blogs You Have to Read in 2020
Fonolo
JANUARY 14, 2020
Top Pick: Creating a winning customer-centric marketing strategy. Bliss is a fitting last name for the Founder and CEO of CustomerBliss, which focuses on improving the lives of customers in any industry. Top Pick: 7 tips and resources for Chief Customer Officers and C-Suite Customer Experience Leaders.
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Enjoy a Slice of Customer Data Analytics Pi (e)
CSM Magazine
MARCH 16, 2023
You may be asking what Pi has to do with customer data analytics in contact centres? However, in my mind speech analytics engines are accurate enough to give confidence in the results. Dive into the Unknown Here are 6 ways to implement customer analytics tools to help contact centres to dive into the unknown: 1.
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Sabio Group Unveils New Interaction Analytics Solution Aimed at Fuelling Digital Transformation
CSM Magazine
MAY 16, 2023
Sabio – the digital customer experience (CX) transformation specialist which has offices in London, Bristol, Manchester and Glasgow – unveiled its new Interaction Analytics Proof of Value (PoV) offering today which combines advanced analytics technology with its expert consultancy services.
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Your Ultimate Guide to Brand Perception
ProProfs Blog
JULY 30, 2021
Because of this Fortune Magazine has rated Starbucks as the 6th most desired company. Also, its customer centric strategies include prime membership, that offers special privileges for loyal customers like quick delivery, low pricing, and so on. Image Source: Visitor Analytics. Source: Investopedia ).
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‘HoduPBX’ Multi-Tenant IP PBX Software Won 2020 INTERNET TELEPHONY Excellence Award
Hodusoft
DECEMBER 10, 2020
We are proud to proclaim that HoduPBX is honored for delivering an exceptional IP communication solution by Internet Telephony magazine. Since 1998, INTERNET TELEPHONY magazine has been the IP Communications Authority. The Internet Telephony magazine is TMC’s one of the most popular publications.
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Award Winners Show How Calabrio Analytics Powers Up Annual Savings and Revenue Growth
CSM Magazine
SEPTEMBER 30, 2022
Recognised leaders demonstrate how Calabrio Analytics delivers millions to revenues and the bottom line each year. Calabrio , the workforce performance company, recently welcomed customers back to its Calabrio Customer Connect conference in Orlando, Florida (Sept. 26-29), after two years of virtual sessions.
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52 The A-List: Customer Success
Amity
APRIL 25, 2016
CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Kia is a pioneer in the field of Customer Experience.
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Raise Your Profile! How to Turn Contact Centre Sceptics Into Fans
CSM Magazine
JUNE 10, 2021
Ideas for creating this accountability include: Sharing call recordings – playing call recordings from disappointed customers helps to paint a picture of the problem. These ideas will work wonders in raising a contact centre’s profile and sharing customer insights, while the addition of speech analytics can take this strategy even further.
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Understanding Customer Expectations in Financial Services: Key Strategies for Satisfaction
CSM Magazine
MAY 10, 2024
Consistency across various channels and the ability to deliver tailored advice demonstrate a commitment to the customer that can deeply influence satisfaction levels. By understanding and addressing the particular problems and feelings that customers encounter, organizations can foster a more customer-centric culture.
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What is a Customer Experience Manager?
CSM Magazine
JULY 12, 2024
Coordinating with Different Departments Customer experience is a holistic function that involves collaboration with multiple departments , including marketing, sales, and support. The CX Manager works closely with these teams to ensure that every department contributes to a unified customer experience.
7 Trends Shaping the Customer Experience in 2019
VocalCom
JANUARY 28, 2019
Here are seven major trends shaping the customer experience in 2019. Customer centricity is a company-wide effort. Successful brands know that everything they do needs to serve their customers’ needs. Companies are realizing that, in order to embrace a customer-centric approach, a team effort is absolutely necessary.
Top 5 Customer Experience Predictions for 2020
CSM Magazine
DECEMBER 5, 2019
Customer experience (CX) is now becoming the cornerstone of a brand’s reputation, and as such, brands are looking for new and innovative ways to transform their business in order to focus on customer-centricity.
The Smart Approach to Resolving Complexity in Contact Centres
CSM Magazine
JANUARY 11, 2022
Calabrio’s own research found that 90% of contact centres said they were aggressively investing in new channels, automation and analytics tools — while 68% of cloud migrations happened in 2020. They also claim their cloud solutions enable more strategic, smarter business decisions, while 70% say they are enhancing the use of analytics.
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Agent Empowerment: Putting Firstline Employees First in the Contact Center
Noble Systems
JANUARY 29, 2019
But despite innovations like omnichannel and artificial intelligence, the importance of providing firstline employees with the tools to deliver optimal customer experiences has not changed. CCW’s research validates Belmont’s assertion and crystalizes customer-centric organizations will seek to create happy, engaged, productive agents.
Calabrio Unlocks Voice of the Customer Business Intelligence with Newly Launched CXI Solution
CSM Magazine
APRIL 20, 2021
Using the out-of-the-box solution, organisations gain immediate value with comprehensive dashboards that disseminate intelligent analytics-driven insights from the contact centre and focus on metrics that matter most to key functions, beginning with marketing, finance and the contact centre itself.
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Calabrio Appoints New CTO to Spearhead True-Cloud AI Innovation
CSM Magazine
MAY 23, 2023
Calabrio , the workforce performance company, today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation. “Joel is a force to have on board.
The CSAT Revolution: How a Traditional Metric is Disrupting Customer Service Standards
Talkdesk
AUGUST 7, 2017
This piece was originally written by Ernest Wong for Opentalk magazine. Ernest is the Group Product Manager of Data & Analytics at Talkdesk and a session host at the Opentalk 2017 in SF. . To read more of Opentalk magazine , click the button below. After all, satisfaction does not produce loyalty in and of itself.
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The CSAT Revolution: How a Traditional Metric is Disrupting Customer Service Standards
Talkdesk
AUGUST 7, 2017
This piece was originally written by Ernest Wong for Opentalk magazine. Ernest is the Group Product Manager of Data & Analytics at Talkdesk and a session host at the Opentalk 2017 in SF. . To read more of Opentalk magazine , click the button below. After all, satisfaction does not produce loyalty in and of itself.
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How Start-Ups Can Provide Superior Customer Service: Top Strategies Explained
CSM Magazine
MAY 9, 2023
As many businesses offer similar products and services, it is crucial for start-ups to differentiate themselves by prioritizing their customers’ needs and creating a positive, lasting impression. To begin with, start-ups must develop customer-centric policies and practices that prioritize convenience and transparency.
Calabrio Named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management
CSM Magazine
SEPTEMBER 14, 2023
The 2023 report ranks 12 vendors offering products that address the key elements of agent management, including quality management, workforce management, interaction analytics, and performance coaching. Our success is fueled by our customers’ success.
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Redefining Support: Philippine Call Centre Outsourcing and Customer Experience Innovation
CSM Magazine
OCTOBER 21, 2024
This massive growth can be attributed to a combination of factors: the country’s English proficiency, cultural alignment with Western markets and a workforce known for its strong communication skills and customer-centric approach.
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Agent Empowerment: Putting Firstline Employees First in the Contact Center
Noble Systems
JANUARY 29, 2019
But despite innovations like omnichannel and artificial intelligence, the importance of providing firstline employees with the tools to deliver optimal customer experiences has not changed. CCW’s research validates Belmont’s assertion and crystalizes customer-centric organizations will seek to create happy, engaged, productive agents.
The Biggest Challenges For Businesses Wanting To Attract And Retain Customers
CSM Magazine
APRIL 25, 2024
However, as customer needs continue to evolve rapidly, keeping up can be a significant challenge. Utilise surveys, focus groups, and social media analytics to gather insights into customer preferences and behaviours. Tailoring experiences based on this data can significantly enhance customer satisfaction and loyalty.
Calabrio Awarded Workforce Innovation of the Year at Customer Contact Week Excellence Awards
CSM Magazine
JUNE 22, 2023
. “At Calabrio, we’re committed to blazing a trail with solutions that elevate our customers’ business operations,” said Kevin Jones , Chief Executive Officer, Calabrio.
What Is a 360 Degree Customer View?
CSM Magazine
FEBRUARY 19, 2024
Implementing a 360 Degree Customer View Building a 360 Degree Customer View requires a clear strategy, appropriate technology, and a company-wide commitment to customer-centricity. Integrating customer data into a single repository is essential.
How Technology Is Improving Customer Service in the Mortgage Industry
CSM Magazine
NOVEMBER 26, 2024
Personalized Mortgage Solutions Through Data Analytics Data analytics are enabling mortgage companies to offer more personalized solutions. By analyzing a borrower’s financial history, credit score , and spending habits, lenders can recommend loan options that are tailored to each customer’s needs.
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7 Ways to Elevate CX in Banking
CSM Magazine
SEPTEMBER 22, 2023
But how can banks elevate their CX and provide a truly exceptional experience for their customers? From leveraging technology to enhance CX and personalizing communication with data-driven insights to prioritizing convenience and designing a customer-centric experience, these ideas will help banks stand out and thrive in the crowded market.
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Calabrio’s OpenAI Integrations Accelerate Contact Center Efficiency and Agent Productivity
CSM Magazine
APRIL 6, 2023
Calabrio continues to lead the industry with advanced workforce performance solutions for contact centers, developing functionality in AI-fueled analytics and automated workflows that tangibly simplify the complexity of customers’ operations and drive them to succeed.
Casinos That Genuinely Care About Their Customers Hit the Jackpot
CSM Magazine
DECEMBER 3, 2021
Being customer-centric is more than just offering a good product or service. Customer-oriented businesses like casinos go the extra mile to make people’s lives easier, even if it means working harder. Unfortunately, many gambling businesses toss aside guests after they become customers because they think they’re done.
Calabrio ONE is Now Listed on Genesys AppFoundry
CSM Magazine
APRIL 12, 2023
With the AppFoundry, Genesys makes it easy for customers who are looking for an enterprise-grade solution like Calabrio ONE to select the best solution for their business starting with a connector for the full Calabrio ONE suite, or separately by product: Calabrio Workforce Management , Calabrio Quality Management and Calabrio Analytics.
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The Top 11 Help Desk and Service Desk Software Platforms In 2022 [Features, Pricing, and More]
Netomi
NOVEMBER 8, 2021
This also opens the door for advanced analytics on the issues customers are facing. Sophisticated analytics. Modern help desk platforms have rich data and reporting so you can track response time, average handle time, first response rate and other key customer service KPIs. . Advanced reporting & analytics.
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Calabrio Welcomes Dillon Nugent as Chief Marketing Officer
CSM Magazine
AUGUST 10, 2023
Nugent has experience implementing agile marketing strategies, launching programmatic and account-based marketing (ABM), and driving market presence with a customer-centric approach. During her time at Khoros, Nugent played a pivotal role in the successful merger of Spredfast and Lithium, rebranding the unified company as Khoros.
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New Calabrio Research: AI Will Impact Customer Service Agents, but Not How We Anticipate
CSM Magazine
SEPTEMBER 21, 2023
The role of technology, including AI, is poised to gain even greater momentum in the contact centre—we’re already seeing customers embrace automation and AI-fueled analytics to maximize their operations,” says Kevin Jones, President and Chief Executive Officer, Calabrio.
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