In this article, Medallia’s General Manager & SVP, UK&I and MEA, Eduardo Crespo looks at why capturing the customer experience across the organisation holistically, rather than separately within each department, results in a smoother customer journey and improved business results… Continue reading How a connected experience can drive business success
Category Archives: Guest Post
Don’t Drop the Omni-Channel Baton and Win the CX Relay Race
Managing the hand-over from bot to agent is like taking part in a relay race. Jim Davies at Calabrio outlines 3 winning strategies for a seamless customer experience that are guaranteed to take you over the finish line in a record-setting way… Continue reading Don’t Drop the Omni-Channel Baton and Win the CX Relay Race
Five Ways to Build Agent Confidence in the Contact Centre
Contact centres offer new opportunities for agents to shine, but they are not for the faint-hearted. Paul Stemp, Supervisor, Customer Success Management, at Calabrio shares his top confidence-boosting tips for building strong, fearless teams… Continue reading Five Ways to Build Agent Confidence in the Contact Centre
Smart Ways Contact Centres Can Achieve More and Regret Less
As consumers tighten their belts and organisations undergo digital and workplace transformations, there has never been a better time to invest in the contact centre. Magnus Geverts, VP of Product Marketing at Calabrio, shares 5 budget-friendly strategies to help you achieve more, and regret less. Continue reading Smart Ways Contact Centres Can Achieve More and Regret Less
Enjoy a Slice of Customer Data Analytics Pi (e)
There is an infinite amount of data in contact centres but what does it really tell us? Jim Davies of Calabrio believes that educated insights are better than wandering around in the unknown and that taking a lead from Pi is the answer. Continue reading Enjoy a Slice of Customer Data Analytics Pi (e)
What Elephants and Customer Experiences Have in Common
Customers are like elephants; they have amazing memories. This means they will never forget a truly wonderful or absolutely horrible service experience. So, in these tough economic times, what are the best customer service strategies to provide elephant-astic experiences? Jim Davies explores 5 brand- and money-saving customer experience (CX) options. Continue reading What Elephants and Customer Experiences Have in Common
An Uncertain Economy Will Lead to Innovation and Hypergrowth For Some
It has become clear in recent months that the economy is looking quite uncertain for 2023. Neil Russell-Smith at Quantanite shares his thoughts on how an uncertain economy can actually innovate and will be good for some… Continue reading An Uncertain Economy Will Lead to Innovation and Hypergrowth For Some