Tom Goodmanson

Customers Want to Feel Heard – Helping Agents with Empathy No Matter the Medium

With our lives flipped upside down due to the pandemic, consumers—especially those with less disposable income due to economic shutdowns—are stretched thin. Many calls to customer service today are prompted by financial or unemployment concerns, lack of access to critical utilities or services, or...

Why Digital and Direct Customer Interaction Isn’t An Either/Or for Businesses

To stay competitive, companies today are in a race to innovate. Technologies such as artificial intelligence (AI) and machine learning promise to keep them growing revenues and retaining customers While just over a third of organizations use AI, a survey conducted by Oracle and...

The Path to Zero: Why Contact Center Attrition is the Key to the Customer...

The topic of the customer experience is dominating headlines, and it’s disrupting how entire industries do business. For customers, it means that brands will focus on delivering a seamless experience across communication channels that keeps the brand promise while giving customers what they want...

Empowering innovations: why you may want your contact centre in the cloud

Tom Goodmanson CEO at Calabrio discusses the benefits of cloud technology for contact centre platforms and why doubters should embrace its positive attributes. To maintain a high level of customer satisfaction in today’s always-on digital world, brands must deliver great experiences and exceed expectations for...

Millennials and the New Era of Experience Loyalty

As millennials come to age into the workplace, they are also coming to age as the largest buying group in the coveted 18-35 age range since the baby boomers in 1965. However, with the ever-changing technology options available, brands need to take heed to...

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