CSM Magazine

JANUARY 9, 2023

Playvox, one of the leading providers of workforce engagement solutions for digital-first and CRM-centric contact centers, today announced the launch of a global collaboration with Salesforce (NYSE: CRM). Playvox solutions deliver a powerfully simple way to achieve efficiency and effectiveness in the contact center.

Contact Center 59

Contact Center Schedule adherence Gamification CRM 59

CSM Magazine

DECEMBER 15, 2022

Customer loyalty is more important than ever, and prioritizing customer service — with an excellent, dynamic, and engaged contact center — can help your company stand out. Your contact center employees are your greatest assets. Your contact center is a hub of valuable insights. for school pick-up.).

Contact Center 52

Contact Center Customer emotions Morale Quality management 52

CSM Magazine

JANUARY 5, 2022

David Singer, Vice President of Product Strategy for Verint , explains why contact centers will need to stay agile to support the evolving needs of customers and employees. New technologies will help contact centers be more agile in the new year. Social Messaging Remakes the Contact Center.

Contact Center 52

Contact Center Coaching Quality management Employee engagement 52

Monet Software

DECEMBER 21, 2018

February also featured the debut of our YouTube video series “Headcetera,” a lighthearted look at how two contact centers ­– one with workforce management software, one without – face the challenges of forecasting and scheduling. In April, Monet received a 2017 CUSTOMER Magazine Workforce Optimization Innovation Award from TMC.

Schedule adherence 48

Schedule adherence contact center solutions Contact Center Best practices 48

Netomi

JANUARY 5, 2022

Presently the general manager of Marriott Vacation Club Pulse San Diego, he was the general manager of The Inn at Bay Harbor?A A Renaissance Golf Resort, MI, recognized as one of the World’s Best Hotels by Travel+Leisure magazine. RPA Helps Contact Centers Deliver Better Customer Experiences. Leslie O’Flahavan.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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. Ventana Research’s Buyers Guide is a quantified, research-based report evaluating technology providers and products.

Management 59

Management Coaching Contact Center Customer centricity 59

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.

APIs 52

APIs Coaching Morale Analytics 52

Enghouse Interactive

OCTOBER 19, 2020

Doing so, will transform your contact center from a cost-center into a revenue generator. It’s all in the approach and how the data is analyzed. This is foundational to understanding causality. Watch for our next blog on October 22nd: Key Learnings from our Webinar with Kate Legget of Forrester.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

CSM Magazine

OCTOBER 10, 2023

A better approach is to encourage closer collaboration between contact centre and quality teams, utilising automated Quality Management (QM) tools to highlight AHT anomalies and uncover trends that often skew the metric. About the Author Graeme Meikle is a Senior Workforce Management Consultant at Calabrio.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

CSM Magazine

APRIL 25, 2023

With the help of call recording and quality management, it’s easy for supervisors to identify quick wins and let agents know they did an excellent job. Also, it allows management to show appreciation for an employee’s efforts and highlight how they bring tangible value to the business.

Coaching 52

Coaching Analytics Benchmark Contact Center 52

CSM Magazine

APRIL 18, 2023

Elevate Functionality Across Key Workflows Combine data from Workforce Management (WFM) and Quality Management (QM) systems to provide an extra layer of value that optimises contact centre performance. A good example is using quality scores to impact schedules rather than create schedules based purely on agent skills.

Coaching 52

Coaching Analytics Contact Center outsourcing 52

CSM Magazine

AUGUST 6, 2020

For more insights and inspiration on how to add agility to your contact centre operations, download the full results of Calabrio’s latest survey entitled “The State of the Contact Centre: Embracing the Evolving World of Work” by visiting [link]. For more information, visit www.calabrio.com and follow @Calabrio on Twitter.

Analytics 52

Analytics Engineering Quality management Contact Center 52

CSM Magazine

OCTOBER 30, 2019

CX has also totally revolutionized the way front-line operations such as contact centers measure their success, switching from the number of calls answered and how quickly to how well do we understand customers? Data is central to success when it comes to creating dynamic CX and actionable strategic business intelligence.

Customer Experience 40

Customer Experience Average Handle Time Analytics Contact Center 40

Verint

MARCH 2, 2016

CRM Magazine – Roundtable Webinar. March 2; Webinar. Verint’s Greg Sherry, vice president, marketing, will present “Why Voice of the Customer Is Essential Now—Understand What Customers and Prospects Are Thinking Before It’s Too Late” at 2 p.m.

CRM 22

CRM Analytics Enterprise Marketing 22

CSM Magazine

OCTOBER 28, 2020

They used Calabrio Quality Management to train new agents virtually using the shadowing options within the tool. Now that they have 30 additional people taking calls, the contact centre can answer nearly 1,800 more calls per day. The ONE Awards Winners. The Optimizer – CentraCare. About Calabrio.

Analytics 40

Analytics Abandon rate Education Employee engagement 40