Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

Become a Basic Member for free. Click Here

Time is of the essence – changing priorities for customers and contact centers - Calabrio - Blog

Time is of the essence – changing priorities for customers and contact centers

When it comes to increasing satisfaction levels and sales, nothing beats making life easy for customers and releasing their most valuable asset - time.  Annica Ronquist, Head of Global Customer Operations and Services at Teleopti explores the options.

Look around you, we all lead busy lives where time is of the essence.  The evidence is clear to see with people rushing to work drinking coffee on the run and travelers on public transport glued to their mobile phones and tablets!  When was the last time you lost track of time and had to go online for a emergency grocery shop because you’d run out of everything in the house?  It comes down to too much to do and not enough time to do it in.

It’s all about time and convenience, therefore the organizations that deliver quick fixes, instant results and customer satisfaction will go on to flourish. Customers are not prepared to wait. Studies reveal that 45% of US consumers are likely to abandon an online transaction if their questions or concerns are not addressed quickly. Likewise a popular KPI in contact centers is first call resolution. Put simply, responsiveness and excellent customer service is a winning combination for busy, time poor customers.

....NOTE - content continues below this message


We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!



What this means for the contact center
Customers now expect contact center agents to have the knowledge and authority to make decisions and fix their problems instantly.  If agents can’t achieve this, customers will go elsewhere.  The lesson is:

  • Invest in training – by self-serving, a banking customer will know how much money is in their account, but when it comes to more complex issues, such as investment advice, they will want a more personalised service. This type of call has longer handling times and requires more highly trained agents to respond successfully, build customer confidence and deliver results.
  • Have a plan B – if customers can’t find what they want online and quickly, make sure you have a back-up plan. Prominently display freephone customer support telephone numbers, enable agents to conduct Web Chat at any point and keep FAQs up-to-date and easy to find.

Bring it all together with the right technology
Technology offers a wealth of features to drive agent productivity and empower them to deliver an efficient service that releases customers’ valuable time.  Consider:

  1. Self-service – according to Professor Steven Van Bellegham in a presentation on SlideShare, around 40% of the 3,000 global consumers surveyed said they preferred to self-serve rather than have human contact with brands. As a result, over 70% of these consumers expected a self-service option to be available on company websites. For businesses, the advantage of self-service means their shop window and shop door are open all hours, every day of the year, without resorting to the expense of additional headcount.
  2. Web Chat - the latest technology solutions automatically flag up how customers want to interact. Switch agents to Chat as soon as the system tells them someone wants a Web Chat.   The beauty of Web Chat is that well trained agents can handle multiple conversations at once leading to faster response times and enhanced customer satisfaction levels.
    Consider introducing a dedicated self-service portal for priority customers including a free Web Chat service – a real competitive differentiator because many mobile providers still charge for freephone telephone numbers.
  3. Chatbots – especially when combined with applications such as Facebook Messenger, can provide anything from automated content like weather and traffic updates, to customized communications like receipts, shipping notifications and live automated messages - fast. Customizable greetings mean Chatbots make it possible to offer a more personal, more proactive, and more streamlined customer experience
  4. Omni-channel – you might think you operate a multi-channel contact center environment but make sure communications are seamless and agile to deliver a truly omni-channel experience that is both swift and satisfying.
  5. Integration - with your CRM systems allows agents to track interactions from beginning to end, every step of the customer journey, to deliver a quick and personalized service.
  6. Right place, right time - maximize WFM functionality to estimate accurate forecasts of self-service usage in the future and develop meaningful training sessions to schedule the right skilled agents at the right time to answer those more challenging calls.

It’s time to answer the question: “how do I help make life easier for my customers and give them back their valuable time?” As we all know, time is of the essence – act now to empower agents, deliver a faster, more enjoyable customer experience and boost the bottom line.


Publish Date: May 5, 2017 5:00 AM

2020 Buyers Guide Inbound Call Handling Services


Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390


VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.

View more from Calabrio

Recent Blog Posts:
Data is everything in the new era of customer serviceMay 20, 2019 5:00 AM
Real-Time Adherence – the art of smarter schedulingMay 8, 2019 5:00 AM
Evolving employee engagement with Workforce Management (WFM)April 30, 2019 5:00 AM
Guest Blog: There’s a brighter future for contact centre agentsApril 12, 2019 5:00 AM
Centralized or de-centralized WFM: 5 ways to strike the perfect balanceApril 8, 2019 5:00 AM
How patient are your customers? Erlang A may have the answerMarch 25, 2019 5:00 AM
Evaluating if the integration between your WFM & CX platform will be a big “Yes”February 25, 2019 5:00 AM
The whole organization is a customer service center – not everyone knows it yet!February 4, 2019 5:00 AM
Resistance to change – the arch nemesis of customer experienceJanuary 22, 2019 5:00 AM
5 steps to supercharge your customer service with contextual intelligenceJanuary 7, 2019 5:00 AM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =