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Article : A 5-point Plan for the New Era of Customer Experience Intelligence

Chief Business Development Officer
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#contactcenterworld, @Calabrio

Author: Magnus Geverts, VP Product Marketing & Management at Calabrio

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio Company says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences.

Customer Experience (CX) is still the number one measure of strategic performance while 87.2% of organizations agree that it can be directly linked to commercial success. This reality puts the spotlight firmly on customer-facing teams and the ability to re-evaluate everything they do from the people they hire to the technology they deploy. 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.

For years, technology has collected call recordings, keystrokes, e-mails and other interactions between front-line employees and customers. This information would later be analyzed by managers to assess how staff were performing and what could be improved. What if this could happen in real-time and go one step further to tell the customer service representatives (CSRs) and managers whether a customer interaction is going well or suggest how to improve it in the experience? What if this intelligence could simultaneously link to critical workforce data to ensure CSRs are properly trained, motivated and available at the right time?

Welcome to the new era of customer experience intelligence where the very best of human talents and activities combine with contextual, predictive customer analytics all in one place.

5-point plan for Customer Experience Intelligence incorporating WFM

  1. Gain control of your data

How do organizations capture what really matters, then tailor it to empower staff and inspire customer loyalty? While digitalization has made life easier by automating important business processes, it has also created a world flooded with non-stop data. Success comes down to controlling data – a vital source of Customer Experience intelligence – effectively and dynamically. The beauty of WFM is its proven ability to capture critical CX data all in one place and then process and analyze it in real-time to drive the customer experience.

  1. Interaction analytics – it’s the next hot thing

…and it works by harnessing valuable data to give a comprehensive view of 100% of customer interactions, whether they be by voice or text. Use this powerful capability to identify the one word that keeps cropping up in every conversation or highlights when 90% of customers are asking the same question to focus on what really matters for improved CX.

Advanced interaction analytics involves using data to understand what is currently happening in the contact center and applying that customer experience intelligence to generate actionable insights about what will happen next – with amazing results. McKinsey and Company found that companies that have already applied advanced analytics have reduced average handle time by up to 40 percent, cut employee costs and boosted the conversion rate on service-to-sales calls by nearly 50 percent—all while improving customer satisfaction and employee engagement.

  1. Maximize human capital

Use workforce management to collect and share data with the HR department to identify the skills required to meet corporate objectives and build effective recruitment and succession plans. Then, use quality evaluations and analytics to detect coaching needs and automatically schedule training at quieter times.

The latest WFM solutions also provide easy access to a wealth of historic data and advanced reporting functionality to speedily predict, create and search future requirements for headcount and specific skills. This is especially helpful when right-sizing during periods of organizational change or to accommodate future growth plans.

  1. Put intelligence at the front end of employee and customer self-service

Artificial Intelligence (AI) in the form of robots, chatbots and virtual assistants boost both employee and customer experience intelligence. The more AI tools are used, the better they get – use them to monitor and process staffing data to communicate schedules with employees and then automate requests and approvals.

  1. Turn WFM into WEM

It’s time to stop viewing scheduling as the end destination for WFM and instead embrace the full capabilities of Workforce Engagement Management (WEM). Choose a technology partner that offers one integrated suite of solutions for scheduling and forecasting while extending and automating these traditional WFM capabilities to encompass the 5 key elements of Customer Experience Intelligence: Performance Management (PM), Quality Management (QM), Interaction Analytics, Desktop & Process Analytics and Employee Recognition.

Magnus Geverts is VP Product Marketing & Management at Calabrio

#contactcenterworld, @Calabrio

About Magnus Geverts:
Magnus Geverts has been with workforce management software provider, Teleopti for over 18 years, where he has taken on many roles, including three years in New York as President of Teleopti Inc. Since returning to Sweden Magnus is responsible for business development, strategic alliances, product management and marketing at Teleopti.

About Calabrio:
Company LogoCalabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
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Today's Tip of the Day - User Queue Choice

Read today's tip or listen to it on podcast.

Published: Wednesday, October 30, 2019

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2020 Buyers Guide IVR

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

Computer Data Services, LLC

Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

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PH: 216.662.5870


Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511


MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
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- Take human error out of the system
PH: +1 (888) 256-8312

Nuxiba Technologies

Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

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

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