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C3 Recap: The Top Ten Takeaways from the Calabrio User Conference - Calabrio - ContactCenterWorld.com Blog

C3 Recap: The Top Ten Takeaways from the Calabrio User Conference

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. For us, C3 is not only a time to share our vision for the future, but to hear the business challenges our customers are trying to solve and which best practices they are using to get the insights they need—and we think we succeeded in both.

Over the last week, we covered a lot of ground, met some wonderful people, heard from our incredible customers, partners, and industry experts about how Calabrio is helping them catalyze growth, and even hosted a Prince-themed bash that had everyone partying like it was 1999. We are so grateful for every person who planned and attended the event, because it was the collective ideas and effort that made C3 worthwhile.

Choosing only ten takeaways was challenging, but here they are:

    1. Customer experience has never been as important as it is today, and that will grow.
      According to a CEI report, nearly 86 percent of customers will actually pay for a better experience, which is a huge indicator of where your priorities should lie. And don’t forget that 82% of customers have left a company because of a bad customer experience. In order to remain competitive, your company must deliver an experience that meets or exceeds expectations—and that starts in the contact center. By aligning your brand promise with your marketing message, you can cultivate customer engagement that will ultimately lead to growth and future success.

 

    1. It’s not just about engaging your customers; it’s about engaging your team.
      An engaged team of agents is more likely to build great relationships with your customers. Over 80% of customers say a happy employee improves the customer experience. As with any job, contact center agents need purpose and job satisfaction in order to stay engaged. By setting expectations, developing a path to success, providing the right tools, and publicly recognizing high performers, you can create the kind of environment where agents are motivated and engaged and, in turn, deliver the level of service your customers expect.

 

    1. Customer complaints aren’t bad if you handle them the right way.
      While complaints are never fun for those who handle them, they truly are an opportunity to hear directly from customers about the issues they’re experiencing. Complaints are your company’s chance to turn those grievances into a positive experience. By training your team to listen to customers, validate their frustrations, offer a sincere apology, and fix the problem, you can build the kind of customer trust that results in loyal long-term relationships.

 

    1. The “throwaway” words tell you more than you think.
      When looking at speech analytics, remember to look at the functional—or “throwaway” —words just as carefully as the contextual ones. The way a customer uses pronouns is a huge indicator of closeness to or distance from your brand. Even the use of the word “the” over “a” expresses a shared experience, versus a request. By reading between the perceived “important” words, you can gain even more insight into customer sentiment.

 

    1. Flexibility is key to the modern contact center, and the cloud will get you there.
      Contact centers aren’t traditionally known for flexibility but, in today’s world, it’s important to deliver the flexibility that agents want. Whether your team can benefit from flexible schedules or working from home, the cloud is delivering the right tools and technology to accommodate a global workforce. These advancements are just the beginning and, as the cloud takes over, the modern contact center will be a hub of customer engagement that can increase topline growth for the entire company.

 

    1. Your contact center isn’t the only group of employees that is talking to your customers.
      In the age of subject matter experts and specialization, customers are engaging with employees outside of the contact center more than ever. This means that contact center tools, like speech and text analytics, may apply to other departments, such as sales or marketing. When looking at the broader organization, take note of where customers are touching your brand. You just might find that there’s just as much benefit to capturing these conversations as there is to capturing conversations inside the contact center.

 

    1. When using analytics, formulate your questions and adjust to find your answers.
      Building the right queries may seem overwhelming, but sometimes it’s just about asking the right questions. Do you want to see if there’s a correlation between agent tenure and first call resolution? You may not get the queries right the first time but, by evaluating and adjusting, you’ll find that the answers do lie in the data and that analytics are the backbone to any successful contact center.

 

    1. Omnichannel is here, so meet your customers where they are.
      In the past phone, or voice, was the dominant channel for customer communication. Today, there are as many as nine frequently used channels that customers use to communicate with your brand, and you can expect even more options to pop up in the future. Whether it’s chat, social media, email, SMS or phone, don’t be afraid to branch out from traditional communication methods in order to reach your customers. However, when you do this, don’t forget to correlate data from all channels and measure their success. Otherwise, you could be leaving some channels behind in quality, negatively effecting customer experience. By staying up-to-date on preferred communication methods, customers will no longer see a contact center as a dial-in department, but as a team of accessible agents.

 

    1. When embarking on a new project, cultivate buy-in and stay true to your mission.
      The cardinal rule of any contact center is that you must listen to what your customers are saying. However, battling the legacy mindset that opposes change can often get in the way of progress. Remember, when implementing a new project or process, stay true to your mission by collaborating with purpose and identifying leaders to have on your side. Getting this buy-in will pave the way to future success.

 

    1. The right tools are key to your contact center’s success.
      You can’t have antiquated tools, training methods, and processes and expect to have the kind of modern contact center that catalyzes growth in the company. It’s important to look at both front-end systems and back-end systems and processes to make sure you are gleaning the insights you need to deliver the best the customer experience.

 

Did you attend C3 or have a story or takeaway to share? Tell us your top C3 moment by tweeting us @Calabrio using hashtag #C3.

Source: http://calabrio.com/blog/c3-recap-top-ten-takeaways-calabrio-user-conference/

Publish Date: October 17, 2016 5:00 AM


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L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
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IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
PH: 561-952-2600

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CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

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Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
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Call recording solution fully integrate to all main pbx solutions.
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InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 



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