Calabrio In the News

When it comes to great businesses, we all know the importance of providing a seamless and positive customer experience in the customer contact center. However, have we also thought about how to improve the agent experience? Read more from CRM Xchange here.

Contact center analyst and consulting firm DMG Consulting in July reported that despite overall market maturity, many of the 36 leading vendors that sell workforce management suites to contact centers did a good job of marketing their products in 2021. These vendors generated contact center sales of $2.2 billion during 2021, an increase of $158.5 million, up 7.6 percent from $2.1 billion in 2020. Read more from destination CRM here.

What is the health of your contact centre operation? Are you fighting fit and ready for the challenges ahead? As an industry we have never experienced such demanding situations with customers contacting us more often than ever before, whilst we grapple with the need to support colleagues better than ever. Read more from Contact Centres here.

We asked our panel of experts for their best advice on how call and contact centres can lower Average Handling Time (AHT) safely. Read more from Call Centre Helper here.

Many companies add digital channels to keep up with evolving customer expectations and engage them in new ways. Yet, if the company fails to link these channels with a central CRM, they risk channel silos that disappoint internal employees — managing conversations on the channel — and customers. Read more from CX Today here.

We asked our panel of experts for their advice on how often companies should seek customer feedback, and how they can determine what frequency works for them. Read more from Call Centre Helper here.

Paul Turner at Genesys, Dave Hoekstra at Calabrio, and Nikki Quinn at Playvox explain the workforce management (WFM) tools that are available. Read more from Call Centre Helper here.

The customer experience (CX) world has been flipped on its head over the last two years. What we saw happen within contact centers at the onset of the COVID-19 pandemic was simultaneously too much and too little of everything. Read more from Contact Center Pipeline here.

Providing excellent customer service, support, sales, and billing relies on having the right numbers of the skilled contact center agents at the right times. Read more from Contact Center Pipeline here.

The workplace as we knew it pre-2020 is gone forever, which means the way we work needs to evolve as well. It’s no longer about free snacks or fun games at the office—many organizations have adopted remote and hybrid working models, some are testing out a 4-day work week, and others are offering unlimited vacation days. Read more from Customer Think here.

Workforce Wellbeing Recovery Toolkit for Contact Centres – Practical strategies & resources from Calabrio to turn workforce wellbeing into your competitive advantage. Read more from Contact Centers here.

Those operating contact centers have always been under a tremendous amount of pressure to assist customers coming forward with questions or complaints about products and services. When the person reaching out is struggling with suicidal thoughts, however, the caller experience takes on an entirely different urgency and meaning. Read more from 360 Magazine here.

Here’s a concept many people can relate to, the sense of pride – and perhaps a bit of frustration – that comes with being an early adopter of something and waiting for the rest of the world to catch up. In pop culture terms, you started a new show on its series premiere night versus the rest of the world binge-watching every episode to catch up for the finale. Or maybe you attended a singer’s first gig at your local dive bar and now, years later, they’re accepting a Grammy. Read more from Crm Xchange here.

Ensuring that each customer has a positive experience regardless of the reason for getting in contact can be difficult, but what can businesses do to improve customer satisfaction? Read more from Call Centre Helper here.

Smart resellers are already adding significant value and stickiness to their contact centre deals with innovative workforce engagement management (WEM) solutions and it’s time to join them says Pippa Rhys at Calabrio. Just be sure to check the label: is it true or fake cloud? Read more from Contact Center World here.

Blend new technologies with tried and tested favourites to refresh your contact centre. Magnus Geverts shares his top spring-cleaning tips for supporting home-working agents. Read more from Contact Center World here.

Analytics, namely the analysis of data such as through software tools to obtain meaningful and actionable insights, is central to the contact center. And contact centers collect a bounty of information from a growing array of channels and sources. Read more from Contact Center Pipeline here.

Tracking individual agent performance, customer experience, and team performance is vitally important for business success. Read more from Call Centre Helper here.

Smart resellers are already adding significant value and stickiness to their contact centre deals with innovative workforce engagement management (WEM) solutions and it’s time to join them says Pippa Rhys at Calabrio. Just be sure to check the label: is it true or fake cloud? Read more from Call Centre Helper here.

Smart resellers are already adding significant value and stickiness to their contact centre deals with innovative workforce engagement management (WEM) solutions and it’s time to join them says Pippa Rhys at Calabrio. Just be sure to check the label: is it true or fake cloud? Read more from Directors Club here.

Delta Air Lines has chosen Amazon Web Services (AWS) as its preferred cloud provider in a multi-year agreement. Read more from Data Center Dynamics here.

Agent turnover plagues the contact center industry. It has for so long that many companies have accepted it as an impossible cost to combat. Read more from CX Today here.

Individuals and brands alike were impacted at the outset of the pandemic, as customers tried to get a hold of ticketing platforms and contact center agents, on the other side of those calls, attempted to navigate impossible-to-prepare-for situations. Read more from Forbes here.

As more organisations focus on customer experience (CX), contact centres become ever-more important, with agents starring in the lead role of brand defenders. That’s a giant leap forward from the days when contact centres were considered cost centres. Nowadays, they have the power to increase customer loyalty, brand competitiveness and profits. Read more from Management Today here.

Prior to the arrival of COVID-19, cloud-based software was widely used in school districts for everything from managing student information, to providing personalized learning, to streamlining back-office work. But the software became even more critical after the onset of the pandemic, when both learning and working went remote. Read more from Contact Center World here.

Stress in the workplace has always been present, but over the last couple years, that stress has skyrocketed. More and more contact center agents are becoming increasingly vocal about their stressors. They’re rightfully raising concerns to their supervisors, managers, and other leaders, who are responsible for creating environments that support employee success and wellbeing.  Read more from Customer Zone 360 here.

Our panel of experts share their ideas on customer experience management and the latest thinking in looking after customers. Read more from Call Centre Helper here.

As Calabrio deploys its true cloud workforce optimisation offering via AWS in South Africa, Olle Düring at Calabrio outlines five reasons why this matters to customers in the region. Read more from Tech Central here.

Intradiem, a provider of Intelligent Automation solutions for contact center and back-office teams, announces the release of new integrations for Genesys Cloud CX and LivePerson Messaging. Read more from Contact Center World here.

When Calabrio invited CX Consultant and Practitioner Clare Muscutt to present at a recent webinar, she asked delegates about the state of digital transformation for customer service in their organization. Although the majority (51 percent) had already deployed digital technology to support their customers, only eight percent believed their digital service to be ‘awesome’. Read more from CX Network here.

Blend new technologies with tried and tested favourites to refresh your contact centre.  Magnus Geverts at Calabrio shares his top spring-cleaning tips for supporting home-working agents. Read more from HRnews here.

Intradiem, the leading provider of Intelligent Automation solutions for contact centre and back-office teams, announces the release of new integrations for Genesys Cloud CX and LivePerson Messaging. Read more from Directors Club here.

We asked our panel of experts for their best advice on how to monitor customer service, to deliver an exceptional customer experience. Read more from Call Centre Helper here.

Customers crave speed, convenience and emotional empathy when interacting with their favorite brands, a paradox that threatens the status quo of today’s contact center. These double-edged customer expectations also present a unique opportunity to empower agents and enhance CX. In this blog, we throw the spotlight on technology and how to use it effectively, adding the human touch to digital interactions. Read more from CX Network here.

Intradiem, a provider of intelligent automation solutions for contact center and back-office teams, has integrated its technologies with Genesys Cloud CX, LivePerson Messaging, and Alvaria workforce management. Read more from destinationCRM here.

Intradiem, the leading provider of Intelligent Automation solutions for contact center and back-office teams, announces the release of new integrations for Genesys Cloud CX and LivePerson Messaging. Read more from iTechnology Series here.

Until recently, the majority of UK contact centres worked in a traditional, centralised model, with fewer than 4 percent of agents working remotely at home on a permanent basis, according to a report from analyst ContactBabel. Read more from HRreview here.

Blend new technologies with tried and tested favourites to refresh your contact centre. Magnus Geverts at Calabrio shares his top spring-cleaning tips for supporting home-working agents. Read more from Call Centre Helper here.

Intradiem, the leading provider of Intelligent Automation solutions for contact center and back-office teams, announces the release of new integrations for Genesys Cloud CX and LivePerson Messaging. Read more from MarTechCube here.

Intradiem, the leading provider of Intelligent Automation solutions for contact center and back-office teams, announces the release of new integrations for Genesys Cloud CX and LivePerson Messaging. Read more from Contact Center Solutions here.

Intradiem, the leading provider of Intelligent Automation solutions for contact center and back-office teams, announces the release of new integrations for Genesys Cloud CX and LivePerson Messaging. Read more from Sales Tech Series here.

Intradiem, the leading provider of Intelligent Automation solutions for contact center and back-office teams, announces the release of new integrations for Genesys Cloud CX and LivePerson Messaging. Read more from TMCnet here.

Blend new technologies with tried and tested favourites to refresh your contact centre.  Magnus Geverts at Calabrio shares his top spring-cleaning tips for supporting home-working agents. Read more from Contact Centres here.

Blend new technologies with tried and tested favourites to refresh your contact centre. Magnus Geverts at Calabrio shares his top spring-cleaning tips for supporting home-working agent. Read more from Directors Club here.

Blend new technologies with tried and tested favourites to refresh your contact centre. Here are some top spring-cleaning tips for supporting home-working agents. Read more from My Customer here.

Minnesota employees surveyed by Energage ranked these 200 employers as Top Workplaces for 2022. Read more from Star Tribune here.

As Calabrio deploys its cloud Workforce Optimization (WFO) offering via AWS in South Africa, Olle Düring at Calabrio outlines five reasons why this latest news matters to customers in the region. Read more from Call Centre Helper here.

As Calabrio deploys its true cloud Workforce Optimisation (WFO) offering via AWS in South Africa, Olle Düring at Calabrio outlines five reasons why this latest news matters to customers in the region. Read more from Directors Club here.

Calabrio paves the way for South Africa’s cloud contact centre WFO journey alongside AWS Cape Town launch. As Calabrio deploys its true cloud Workforce Optimisation (WFO) offering via AWS in South Africa, Olle Düring at Calabrio outlines five reasons why this latest news matters to customers in the region. Read more from Contact Centres here.

Dave Hoekstra at Calabrio, Nikki Quinn at Playvox, and Alex O’Donovan at Business Systems explain when businesses should make the move from spreadsheets to workforce management (WFM) Software.  Read more from Call Centre Helper here.

In his latest blog, Magnus Geverts of Calabrio discusses how to spot the difference between true and fake cloud solutions and why it matters for workforce optimisation (WFO) applications.  Read more from Contact Center World here.

As trust in public sector organisations continues to dwindle in a post-pandemic environment, governments and other groups need to make a change and fast. The best way for public sector entities to empower their teams, support their citizens, and drive meaningful community growth, is by investing in the right CX solutions.  Read more from CX Today here.

As contact centres embrace the world of remote and hybrid working, Rob Crutchington, Managing Director of Encoded, discusses how the cloud, open banking and the latest SCA regulations help protect the customer, agents and merchants when taking payment. Read more from Directors Club here.

Your decision to take your workforce optimisation (WFO) solution to the cloud is a smart choice. It offers a fast track to delivering engaged employees and improved customer experience. It also means you have more time spend on helping customers and the business rather than on IT. But pause before you purchase – because not all cloud solutions are created equal. Read more from Contact Centres here.