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


Here are some suggested Connections for you! - Log in to start networking.

Industry Research : Beware Skinny Sweet Shop Owners – Are Contact Centres Missing Out on Tasty Customer Data?

#contactcenterworld, @Calabrio

Author: Jim Davies, Chief Experience Officer, Calabrio

Contact centres are giant candy stores full of rich, tempting data but how do you choose and where do you begin? Jim Davies shares five delicious tips for mastering effective data collation and optimisation.

I remember the good old days when sweet shops existed on every street. The walls were lined with shelves, filled with large plastic tubs of our favourites—rhubarb and custards, pear drops, lemon bonbons, kola cubes, flying saucers… Happy days.

If I owned a sweet shop, I’d be somewhat rotund as I am rather drawn to a sweet or six, apart from evil products like liquoricewheels and dolly mixtures that really need to be banned.

Bringing this ramble around to customer service, I feel the industry is very much like the sweet shop, but with a very slim owner. Our sweets are our data sources. We have a lot of different types and a plentiful supply, but they are just sitting on the shelf being ignored. And, it’s not just me, the latest statistics prove it. While consumers increasingly expect a personalised, seamless experience across all channels, 71% think contact centres are siloed within their organisation and 43% say this negatively impacts the overall customer experience (CX).

So, ditch the New Year diet. We should be gorging on the feast in front of us. After all, you’d never trust a skinny chef so why trust a skinny sweet shop owner?

5 Essential Ingredients for the Perfect Data Pick ‘n’ Mix

While data collection isn’t new, many organisations still aren’t capitalising on the true voice of the customer. There are several steps you can take to manage the gold mine of sweets, well, data coming in and out of the contact centre:

  1. Access data holistically
    There’s a myriad of sweets in the shop but they are usually in individual jars. Similarly, you’ll probably find your data comes from multiple places, different silos where the perfect customer experience falls into a black hole. Aim for seamless data. Moreover, when you add new channels, make sure they are fully integrated with the rest of the systems in your contact centre. A customer should be able to channel surf and if they do end up speaking with an agent, ensure that agent has access to the full journey and associated information captured along the way.

  2. Analyse data properly
    It’s not just about buying a great analytics tool, you need the right level of human competency to bring it to life. Dedicate the necessary budget to ensure you have appropriately trained resources to help better understand what all that data really means. Start with the wealth of information held in call recordings and post call surveys – is it chatbot containment? Is it agent availability? Is it agent knowledge? Picking up on the loudest customer frustrations and striving to resolve these will have the biggest impact on CX.

  3. Actions not words
    Over the past few years, the emphasis has moved beyond collection and understanding of data to actions. Make data insights actionable to drive tangible business value. For example, give a supervisor a top 5 list of to-dos that will have the most impact on their goals. This could be as simple as ‘send Fred on a product training course’ because your data has picked up that a customer was frustrated because Fred couldn’t help them.

  4. Be a CX driver
    Look beyond the contact centre and work with your Marketing, Sales, Product, and HR teams to identify how the voice of the customer can assist them. Currently, only 28% of contact centre managers admit to sharing data outside their organisation on a daily basis – half are only doing it monthly or even quarterly. It’s time for contact centre leaders to drive CX best-practice across the whole enterprise, whilst encouraging their agents to become brand guardians with the power to influence corporate perception, boost customer loyalty and profits using the data-infused sweets in their store.

  5. Feast on the right technology
    Speech and text analytics are no longer deemed witchcraft (I recall the days where that was a common perception). They are now proven AI-driven technologies, yet only a very small number of contact centres worldwide leverage them. Agreed, they’re not the cheapest of investments and you need a level of associated competency to get the most out of them, but the calorific rewards are enormous.

    Think about:
    • Operational Efficiency—such as checking for situations that should have been contained within a chatbot dialogue or is a growing potential category for self-service inclusion

    • Customer Experience—classic examples are checking for active listening skills versus an improvement in customer sentiment or red-flagging when unnecessary call backs are causing frustration

    • Growth—for example, actively looking for qualified opportunities by assessing an agent’s ability to overcome customer objections to a special offer and then coaching them accordingly.

All of these examples, and the data they unlock, are currently just sat on the sweet shop shelf being overlooked. You will get value from the latest AI-driven tech, I promise, and I encourage you to at least pencil this technology in for serious consideration in 2023 and beyond. 

#contactcenterworld, @Calabrio


About Jim Davies:
Jim Davies is Chief Experience Officer at Calabrio

About Calabrio:
Company LogoThe digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching. Only Calabrio ONE unites WFO, agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Beware Of Techno Babble & Jargon

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

Published: Friday, February 17, 2023

Printer Friendly Version Printer friendly version

2023 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

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 Perfor...
(read more)


VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

About us - in 60 seconds!

Submit Event

Upcoming Events

Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world!

Disco... Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =