Despite soaring turnovers (up 79 per cent on average) and average price increases of 47 per cent, fewer than half of trades businesses (48 per cent) said they were profitable in the year to July 2021..
Report unveiled on day one of Calabrio Customer Connect (C3) digs into agent wellbeing and shows the key importance of employee-centricity and agent retention as the industry faces “The Great Resignation”..
Jared King, Co-Founder and CEO of Invoiced believes customer obsession is the path to winning. In this article he explains how the purposeful crafting of customer experience can help any business achieve its goals..
In 2020, many organizations have had to rethink their approach to their business and adapt to a rapidly changing environment. This gave many companies time and a chance to take a fresh look at their processes..
Customer expectations around delivery are changing. As we increase our online shopping frequency and continue to accelerate the shift to e-commerce, our understanding of the new normal is evolving..
Kore.ai, a top conversational AI software company, today announced the launch of SmartAssist, the world’s first AI-native end-to-end Contact Center as-a-Service [CCaaS] solution with Agent Assist virtual assistant..
Customers want to feel like they are being heard. In this article, we will look at 8 reasons why it’s important to speak your customers’ language – from the importance of empathy to the benefits of a multilingual workforce..
Exclusive research conducted by Reputation in partnership with CGA ranks the most important pieces of information in the consumer journey and shares best practices for digital reputation management..
Contact centers are getting new tools in their digital transformation toolbelt. Starting today, Chrome OS offers a fully integrated solution for contact centers. Thomas Riedl, Chrome OS reveals all..
Unbabel have been working hard to change the future of language and its impact on your business. They are now introducing a new technology category: Language Operations (LangOps). Learn More..
This free webinar will seek to provide insight on ways in which we can nurture customer loyalty through providing effortless experiences. Register now to join live or pre-order the recordings direct to your inbox..
With the advent of online shopping, customers can now buy anything they want from anywhere at any time. As a result retailers have to be increasingly aware of reaching consumers through different channels..
So you’ve decided to expand your business—congratulations! Prepare for the next challenge: figuring out how to manage your business growth. You need to be able to deliver to all of your new customers..
In this final blog in the series, Ross Daniels, Chief Marketing Officer at Calabrio discusses how to turn theory into practice in the contact centre by using the latest Workforce Engagement Management (WEM) solutions..
Sam Walton, the founder of Walmart famously said “The goal as a company is to have customer service that is not just the best, but legendary”. Here are ten tips to help you delight your customers with legendary service!
The first choice for many consumers is now self-service. Studies have shown that almost 90% of clients anticipate a brand having its own service portal – and they prefer knowledge base enabled channels..
Upside launches ‘The Tipping Point of Loyalty’ report, an in-depth and highly detailed analysis that provides retailers with an invaluable understanding of customers’ total spending behaviour across different retail categories..
Poor delivery hugely impacts a customer’s overall online shopping experience and new research by delivery software company Circuit finds that late delivery is the number one driver for customer complaints on Twitter..
Managing a successful customer support helpdesk isn’t an easy task. But when helpdesk managers set the right Key Performance Indicators (KPI’s) for their agents, they can transform their service results..