Press Coverage - Calabrio

Calabrio In the News

The latest buzz from around the web.

Previous Calabrio Press Coverage

2020 and earlier
2021 Press Coverage

7 Tips to Improve Agent Experience in a Call Center

September 6, 2022

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.

The Best Workforce Optimization/Engagement Management (WFO/WEM): The 2022 CRM Industry Leader Awards

September 1, 2022

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.

Are You Ready To Support Your Colleagues Through The Winter?

August 30, 2022

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.

How to Safely Lower Average Handling Time

August 29, 2022

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.

What Are Channel Silos, and How Can I Combat Them?

August 26, 2022

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.

How Often Should You Seek Customer Feedback?

August 22, 2022

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.

What WFM Tools Are Available?

August 8, 2022

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.

How to Create a Brighter Future for Agents

August 3, 2022

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.

 

Managing the New Normal Workforces

August 1, 2022

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.

 

Contact Center Agents Want Greater Autonomy and Flexibility—It’s Time to Give It to Them

July 29, 2022

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 The Contact Centre

July 27, 2022

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.

 

How 988 contact centers can provide the best caller experience

July 27, 2022

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.

 

Under-The-Radar Strategies to Improve Customer Service

July 26, 2022

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.

 

How to Improve Customer Satisfaction

July 25, 2022

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.

 

Why There’s Never been a Better Time for Channel Partners to Offer Workforce Engagement Management Solutions

July 25, 2022

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.

 

Five Ways to Connect With Employees in the World of Remote and Hybrid Work

July 22, 2022

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.

 

Analyzing the Analytics

July 19, 2022

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.

 

The Best Metrics for Contact Centre Performance Tracking

July 18, 2022

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

 

Why There’s Never Been a Better Time to Offer WEM Solutions

July 15, 2022

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.

 

Why there’s never been a better time for channel partners to offer Workforce Engagement Management solutions

July 14, 2022

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 picks AWS as preferred cloud provider

July 13, 2022

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.

 

Who Is Leading the Agent Management Space? Ventana Research Reveals Its Findings

July 12, 2022

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.

 

A Call To Action For Customer Insights: Creating A Culture Of Continuous Capture, Transformation And Application

July 8, 2022

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.

 

Use data to give your customers what they want

June 28, 2022

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.

 

Case Studies : PowerSchool Manages the Shift to Remote Work with Unified Technology

June 27, 2022

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.

 

5 Essential Elements of an Effective Workplace Wellness Program

June 27, 2022

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.

 

Customer Experience Management – The Latest Thinking in Looking After Customers

June 27, 2022

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.

 

Calabrio paves way for SA’s cloud contact centre WFO journey alongside AWS

June 23, 2022

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 Expands Integrations Library to Include Cloud, Chat, and CCaaS Capabilities

June 21, 2022

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.

 

Banishing complexity: five ways to turn theory into practice

June 21, 2022

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.

 

Five ways to connect with employees in the world of remote and hybrid work

June 21, 2022

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 Expands Integrations Library to Include Cloud, Chat, and CCaaS Capabilities

June 20, 2022

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.

Top Tips to Monitor Customer Service

June 20, 2022

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.

Three ways to win the technology tug-of-war

June 20, 2022

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 Expands Its Integrations Library

June 17, 2022

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 Expands Integrations Library to Include Cloud, Chat, and CCaaS Capabilities

June 17, 2022

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.

FIVE WAYS TO CONNECT WITH EMPLOYEES IN THE WORLD OF REMOTE AND HYBRID WORK

June 17, 2022

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.

Five Ways to Connect with Employees in the World of Remote and Hybrid Work

June 17, 2022

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 Expands Integrations Library with multiple features

June 16, 2022

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 Expands Integrations Library to Include Cloud, Chat, and CCaaS Capabilities

June 16, 2022

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 Expands Integrations Library to Include Cloud, Chat, and CCaaS Capabilities

June 16, 2022

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 Expands Integrations Library to Include Cloud, Chat, and CCaaS Capabilities

June 16, 2022

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.

Ways To Connect With Employees In World Of Remote & Hybrid Work

June 16, 2022

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.

Five ways to connect with employees in the world of remote and hybrid work

June 16, 2022

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.

How to engage employees working remotely

June 16, 2022

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.

Is your employer on the 2022 list of Minnesota’s Top Workplaces?

June 14, 2022

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

Calabrio Paves the Way for South Africa’s Cloud Contact Centre WFO Journey

June 14, 2022

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.

Calabrio paves the way for South Africa’s cloud contact centre WFO journey alongside AWS Cape Town launch

June 14, 2022

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 Way For SA’s Cloud Contact Centre WFO Journey

June 14, 2022

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.

At What Point Should You Move From Spreadsheets to WFM?

June 13, 2022

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.

True Cloud vs Fake (Hosted) Cloud: What’s the Difference and Why it Matters

June 10, 2022

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.

Top CX Vendors Majoring in Public Sector in 2022

June 9, 2022

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.

Remote working is a risky business – but doesn’t have to be with secure card payments

June 8, 2022

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.

True-Cloud: What’s The Difference And Why Does It Matter?

June 8, 2022

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.

CHANGING THE GRADE

June 7, 2022

PowerSchool manages the shift to remote work with workforce management. Read more from Remote Work Solutions here.

REMOTE WORKING IS RISKY BUT DOESN’T HAVE TO BE WITH SECURE PAYMENTS

June 7, 2022

Rob Crutchington discusses how the cloud, open banking and the latest SCA regulations. Read more from Contact Centres here.

WHAT ARE THE KEY CALL CENTRE TECHNOLOGIES?

June 7, 2022

We’ll explore the key contact centre technologies, from our call centre research findings, to ask what our panel of experts see as the top call centre technology. Read more from Call Centre Helper here.

8 INSIGHTFUL PUBLIC SECTOR CX CASE STUDIES TO READ IN 2022

June 2, 2022

If you’re looking for inspiration on how the right CX vendor can help your company, the following case studies are sure to offer amazing insights. Read more from CX Today here.

SELF-SCHEDULING: THE ANSWER TO AGENT STRESS

June 1, 2022

here is how to balance the needs of employees and the business with a fresh approach to agent self-scheduling. Read more from My Customer here.

FIVE WAYS TO CONNECT WITH EMPLOYEES IN THE WORLD OF REMOTE AND HYBRID WORK

June 1, 2022

Magnus Geverts at Calabrio shares his top spring-cleaning tips for supporting home-working agents. Read more from Engage Employee here.

3 WORKFORCE WELLBEING BLOCKERS AND HOW TO OVERCOME THEM

June 1, 2022

the following three workforce wellbeing blockers and addressing them with the suggested solutions. Read more from CX Today here.

5 BEST PRACTICES FOR CONTACT CENTERS IN 2022

May 31, 2022

Here are five best practices to improve contact centers and make them central to your CX efforts. Read more from Forbes here.

CLEVER IDEAS FOR INDUCTION PROGRAMMES

May 30, 2022

Our panel of experts have shared their ideas for creating and running successful induction programmes. Read more from Call Centre Helper here.

CALABRIO STUDY FINDS EMPLOYEE RETENTION IS THE FUNCTIONAL PROBLEM

May 30, 2022

Transforming your contact center operations and improving agent satisfaction takes thoughtful strategic planning. Read more from No jitter here.

THE RISE AND RISE OF WORKPLACE WELLBEING

May 27, 2022

The role of the advisor has changed. We’ve all seen the shift to dealing with more complex queries. Read more from Call Centre Management Association here.

EVALUATING CCAAS PLATFORMS: CX TODAY EXPERT ROUND TABLE

May 27, 2022

Unpack all of their invaluable advice and top-notch tips below as they grapple with a series of questions often asked by those assessing CCaaS solutions. Read more from CX Today here.

TOP CX VENDORS MAJORING IN BPO SOLUTIONS IN 2022

May 27, 2022

The following vendors offer some fantastic solutions for BPO innovators. Read more from CX Today here.

 

A NEW ERA FOR WORKFORCE MANAGEMENT IN THE CONTACT CENTRE

May 26, 2022

Anne Holmes, SVL’s Workforce Management specialist, looks at what happened in the arena of Workforce Management in the last 2 years, and where we are going next. Read more from Contact Centres here.

CALABRIO CUSTOMER CONNECT 2022

May 26, 2022

Join us for Calabrio Customer Connect, 2022 — the annual Calabrio customer conference that brings together customers, partners and contact center . Read more from Call Centre Helper here.

TRUE CLOUD VS. FAKE (HOSTED) CLOUD

May 26, 2022

Magnus Geverts of Calabrio discusses how to spot the difference between true and fake cloud solutions and why it matters. Read more from Call Centre Helper here.

TRUE CLOUD VS FAKE (HOSTED) CLOUD

May 25, 2022

How to spot the difference between true and fake cloud solutions and why it matters for workforce optimisation (WFO) applications. Read more from My Customer here.

TRUE CLOUD VS FAKE (HOSTED) CLOUD: WHAT’S THE DIFFERENCE AND WHY IT MATTERS

May 25, 2022

Magnus Geverts of Calabrio discusses how to spot the difference between true and fake cloud solutions. Read more from Customer Service Manager here.

7 ESSENTIAL ELEMENTS OF AN EFFECTIVE CORPORATE PROGRAMME

May 25, 2022

Ross Daniels at Calabrio shares his top tips for an effective wellbeing programme to build a happy and productive team. Read more from Contact Center World here.

PERFORMANCE MANAGEMENT BEST PRACTICES

May 23, 2022

We asked our panel of experts for their best-practice tips for performance management in contact centres. Read more from Call Centre Helper here.

TRUE CLOUD VS FAKE CLOUD: WHAT’S THE DIFFERENCE & WHY IT MATTERS

May 18, 2022

In his latest Article, 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 Centres here.

3 WAYS TECH CAN HELP DE-STRESS YOUR CONTACT CENTER WORKFORCE

May 18, 2022

Levels of stress within the customer support workforce are higher and more intense than ever due to a variety of reasons, many stemming from the pandemic. This is especially true for contact center agents, who are navigating more channels, with new systems and solutions, while also dealing with customers who may show up already frustrated from their last interaction with an agent, bot or automated system. Read more from Customer Zone 360 here.

 

WEBINAR: CALABRIO SPEECH ANALYTICS – THE POWER OF ONE

May 14, 2022

The average call centre only examines around 2% of their customer interactions. This is typically a manual process. “Analytics” is one of the biggest buzzwords in the business world-and now the call centre world is buzzing about analytics as well. Read more from Customer Service Manager here.

7 ESSENTIAL ELEMENTS OF AN EFFECTIVE WORKFORCE WELLBEING PROGRAMME

May 13, 2022

Personal and organisational growth go hand in hand. Ross Daniels at Calabrio shares his top tips for an effective wellbeing programme to build a happy and productive team. Read more from Call Centre Helper here.

WORKFORCE WELLBEING – 7 ESSENTIAL ELEMENTS

May 12, 2022

So what can supervisors and senior managers do to build a happy and productive team? Read more from My Customer here.

7 ESSENTIAL ELEMENTS OF AN EFFECTIVE CORPORATE PROGRAMME

May 12, 2022

So what can supervisors and senior managers do to build a happy and productive team? Read more from Customer Service Manager here.

WORKFORCE WELLBEING – ELEMENTS OF EFFECTIVE CORPORATE PROGRAMME

May 12, 2022

Workforce wellbeing – 7 essential elements of an effective corporate programme – Personal and organisational growth go hand in hand. Read more from Contact Centres here.

WORKFORCE WELLBEING – 7 ESSENTIAL ELEMENTS OF AN EFFECTIVE CORPORATE PROGRAMME

May 12, 2022

Personal and organisational growth go hand in hand. Ross Daniels at Calabrio shares his top tips for an effective wellbeing programme to build a happy and productive team… Read more from Directors Club here.

WORKFORCE WELLBEING – 7 ESSENTIAL ELEMENTS OF AN EFFECTIVE CORPORATE PROGRAMME

May 12, 2022

Personal and organisational growth go hand in hand. Ross Daniels at Calabrio shares his top tips for an effective wellbeing programme to build a happy and productive team… Read more from Directors Club here.

CONTACT CENTRE WEBINAR: SPEECH ANALYTICS – THE POWER OF ONE

May 12, 2022

The average contact centre only examines around 2% of their customer interactions. This is typically a manual process. Read more from Contact Centres here.

WORKFORCE WELLBEING – WHAT IS IT AND WHY DOES IT MATTER?

May 11, 2022

Stress is a major barrier to success, and it affects everyone. In a new three-part series Ross Daniels introduces Calabrio’s campaign to support improvements for people, processes and technology to enable greater wellbeing across contact centre organisations. This first article outlines the key triggers for agents, supervisors and senior managers and shows why it pays to take a comprehensive approach to organisational wellbeing. Read more from Enterprise Times here.

CALABRIO SPEECH ANALYTICS – THE POWER OF ONE – WEBINAR

May 11, 2022

In this webinar we’ll talk about: speech analytics, customer results, the consideration in your analytics program, and much more. Read more from Call Centre Helper here.

THE RISE AND RISE OF WORKPLACE WELLBEING

May 11, 2022

We’re going to talk about: manage workplace stress, help co-workers by support, and how technology can help/harm the work experience. Read more from Call Centre Management Association here.

SELF-SCHEDULING: THE ANSWER TO AGENT STRESS IN MODERN, OMNICHANNEL CONTACT CENTRES

May 11, 2022

With stress levels in contact centres as a constant, Magnus Geverts at Calabrio discusses how to balance the needs of employees and the business with a fresh approach to agent self-scheduling. Read more from Contact Center World here.

 

SELF-SCHEDULING: THE ANSWER TO AGENT STRESS IN MODERN, OMNICHANNEL CONTACT CENTRES

May 9, 2022

I have been in the Workforce Management (WFM) business for over 20 years and during this time, contact centre leaders have again and again told me that one of their biggest challenges is balancing the needs of employees with great customer service. Recently however, the situation has reached crisis point with the pandemic ushering in a new era of ‘The Great Resignation’, where employees are reassessing the impact of their jobs on work/life balance, mental health and overall life goal fulfilment. Read more from Adrian Swinscoe here.

THE ANSWER TO AGENT STRESS IN MODERN CONTACT CENTRES

May 6, 2022

With stress levels in contact centres as a constant, Magnus Geverts at Calabrio discusses how to balance the needs of employees and the business with a fresh approach to agent self-scheduling. Read more from Call Centre Helper here.

SELF-SCHEDULING: THE ANSWER TO AGENT STRESS IN MODERN OMNICHANNEL CONTACT CENTRES

May 5, 2022

With stress levels in contact centres as a constant, Magnus Geverts at Calabrio discusses how to balance the needs of employees and the business with a fresh approach to agent self-scheduling. Read more from Customer Service Manager here.

SELF-SCHEDULING: THE ANSWER TO AGENT STRESS IN MODERN, OMNICHANNEL CONTACT CENTRES

May 4, 2022

With stress levels in contact centres as a constant, Magnus Geverts at Calabrio discusses how to balance the needs of employees and the business with a fresh approach to agent self-scheduling… Read more from Directors Club News here.

 

SELF-SCHEDULING: ANSWER TO AGENT STRESS IN CONTACT CENTRES

May 4, 2022

Granted, these new ideas catered for the needs of the business but they were not flexible or easy enough for what agents really wanted; here are 7 ways to crack the code using agent self-scheduling. Read more from Contact Centres here.

SORRY, NO MAGIC CURE-ALL TO TURNOVER

May 4, 2022

Let’s look at what agents want in and what contact centers can do to drive long-term satisfaction and reduce employee churn. Read more from Contact Center Pipeline here.

 

THE IMPORTANCE OF WORKPLACE WELLBEING: HOW TO SHIFT CULTURE IN CONTACT CENTERS

May 3, 2022

Many responders reported worse mental health, lower physical activity, disturbed sleep and increased reliance on unhealthy habits. Read more from Customer Zone 360 here.

7 LEADING QUALITY MANAGEMENT SOFTWARE PROVIDERS

April 27, 2022

Here are seven contact center quality management software providers that offer leading solutions in this space. Read more from CX Today here.

WORKFORCE WELLBEING – 3 WAYS TO DE-STRESS EMPLOYEES

April 25, 2022

Embrace analytics to boost your wellbeing strategy. Here are three reasons why you can’t afford to ignore the latest advancements in technologies designed for modern workforce optimisation and engagement. Read more from Contact Center World here.

WORKFORCE WELLBEING RECOVERY TOOLKIT

April 24, 2022

Practical strategies and resources to turn workforce wellbeing into your competitive advantage. Read more from Call Centre Management Association here.

 

10 LEADING RESOURCE PLANNING TOOLS FOR CONTACT CENTERS

April 22, 2022

Excellent resource planning ensures the right employees are handling the right contacts at the right time to meet demand. Get this right, and the contact center meets its service level and occupancy targets. As a result, critical customer, agent, and business outcomes improve. Read more from CXToday here.

 

3 WAYS TO DE-STRESS EMPLOYEES

April 21, 2022

Embrace analytics to boost your wellbeing strategy. That’s the message from Ross Daniels at Calabrio. Here, he takes a closer look and gives 3 reasons why you can’t afford to ignore the latest advancements in technologies designed for modern workforce optimization and engagement. Read more from Call Centre Helper here.

 

WORKFORCE WELLBEING – 3 WAYS TO DE-STRESS EMPLOYEES WITH TECHNOLOGIES THAT HUMANIZE THE HYBRID WORKPLACE

April 20, 2022

Embrace analytics to boost your wellbeing strategy. That’s the message from Ross Daniels at Calabrio. Here, he takes a closer look and gives 3 reasons why you can’t afford to ignore the latest advancements in technologies designed for modern workforce optimisation and engagement. Read more from Directors Club Newswire here.

WORKFORCE WELLBEING -3 WAYS TO DE-STRESS EMPLOYEES

April 20, 2022

Embrace analytics to boost your wellbeing strategy. Here are three reasons why you can’t afford to ignore the latest advancements in technologies designed for modern workforce optimisation and engagement. Read more from My Customer here.

 

3 WAYS TO DE-STRESS EMPLOYEES WITH CONTACT CENTRE TECH

April 20, 2022

Embrace analytics to boost your wellbeing strategy. That’s the message from Ross Daniels at Calabrio. Here, he takes a closer look and gives 3 reasons why you can’t afford to ignore the latest advancements in technologies designed for modern workforce optimisation and engagement. Read more from Contact Centre here.

 

CISCO PRIME APPROACHES EOL – WHAT DO BUSINESSES DO NEXT?

April 19, 2022

Akkadian Labs’ Glenn Quesenberry explains how companies can spin Cisco Prime Collaboration Provisioning’s end-of-life into an opportunity. Read more from UCToday here.

 

HOW TO DEAL WITH FRUSTRATED CUSTOMERS – AND MAKE THEM HAPPY

April 18, 2022

We asked our panel of experts for their best advice on how to handle frustrated customers and end these interactions on a positive note. Read more from Call Centre helper here.

TALKDESK CX EARNS GOOGLE ENTERPRISE RECOMMENDATION

April 13, 2022

This week at Channel Partners Conference and Expo Talkdesk, the cloud-based contact center; and artificial intelligence software provider earned Google’s Enterprise accreditation.  Read more from Get VoIP here.

WHAT DOES IT REALLY MEAN AND WHY DOES IT MATTER MORE THAN EVER?

April 8, 2022

Stress is a major barrier to success and it is affecting everyone. Here’s a new three-part series that Ross Daniels introduces Calabrio’s campaign. Read more from Contact Center World here.

CLOUD TECHNOLOGIES BRING A GLOBAL REACH

April 8, 2022

The last 12 months have seen many changes in our industry fuelled by the ferocious speed that software has advanced. One major benefit of the expansion in use of cloud technologies has been SVL’s ability to support our clients globally. Read more from Contact Centre Monthly here.

 

WORKFORCE WELLBEING – WHAT IT REALLY MEANS AND WHY IT MATTERS

April 7, 2022

Stress is a major barrier to success and it is affecting everyone. In a new three-part series Ross Daniels introduces Calabrio’s campaign to support improvements for people, processes and technology to enable greater wellbeing across contact centre organisations. Read more from Call Centre Helper here.

 

WHAT DOES IT REALLY MEAN AND WHY DOES IT MATTER MORE THAN EVER?

April 5, 2022

Stress is a major barrier to success and it is affecting everyone. In a new three-part series Ross Daniels introduces Calabrio’s campaign. Read more from Directors’ Club Newswire here.

WHAT DOES IT MEAN & WHY DOES IT MATTER?

April 5, 2022

Stress is a major barrier to success and it is affecting everyone.  In a new three-part series Ross Daniels introduces Calabrio’s campaign. Read more from Contact Centres here.

6 BEST PRACTICES TO ENSURE A SMOOTH CCAAS MIGRATION

April 5, 2022

Here’s a checklist of six best practices to ensure a smooth CCaaS migration at any enterprise organization. Read more from expertIP here.

INSIDE OUR APRIL 2022 ISSUE

April 5, 2022

Did anyone think in March 2020 that we would still be talking about adjusting to the “new normal” and figuring out the best path forward for our staff and customers in April 2022? Read more from Contact Center Pipeline here.

6 BEST PRACTICES TO ENSURE A SMOOTH CCAAS MIGRATION

April 5, 2022

Here’s a checklist of best practices to help with your enterprise CCaaS migration. Read more from ExpertIP here.

THE RISE AND RISE OF WORKPLACE WELLBEING

April 4, 2022

We’re going to discuss managing stress at work, keep teammates through support and coaching, and how technology can help or harm the employee experience. Read more from Contact Centres here.

WHAT DOES IT REALLY MEAN AND WHY DOES IT MATTER MORE THAN EVER?

April 4, 2022

Stress is a major barrier to success and it is affecting everyone.  In a new three-part series Ross Daniels introduces Calabrio’s campaign. Read more from Engage Customer here.

THE RISE AND RISE OF WORKPLACE WELLBEING

April 4, 2022

At this one-hour meeting, we’re going to talk about; managing stress through workplaces, helping employees through support and coaching, and how technology can help or harm the employee experience. Read more from Contact Centres here.

WHAT DOES IT REALLY MEAN AND WHY DOES IT MATTER MORE THAN EVER?

April 4, 2022

Stress is a major barrier to success and it is affecting everyone. Here’s a new three-part series that Ross Daniels introduces Calabrio’s campaign. Read more from Engage Customer here.

TALKDESK MOBILE APP THE SMART WAY FOR CONTACT CENTRES CX

March 31, 2022

New Talkdesk Mobile Apps Give Contact Centres A Smarter Way To Meet Customer Expectations While Agents And Employees Are On-The-Go. Read more from Contact Centres here.

AMAZON ENTERS THE CONTACT CENTER WORKFORCE MANAGEMENT SPACE

March 30, 2022

New native forecasting, capacity planning, and scheduling are now available within the Amazon Connect platform. Read more from CX Today here.

UPGRADE AGENT PERFORMANCE COACHING TO COMBAT STRESS

March 30, 2022

Overcome sources of agent stress by rethinking performance coaching. Read more from CX Today here.

STANDARD BANK SELECTS CALABRIO FOR ITS CLOUD-FIRST APPROACH TO WORKFORCE OPTIMISATION AND CLOSE INTEGRATION WITH AMAZON CONNECT

March 30, 2022

Calabrio announced that Standard Bank has selected Calabrio Workforce Management (WFM) to support contact centre agents in South Africa. Read more from Global Banking and Finance Review here.

THE METRISTAR AWARDS FOR WORKFORCE OPTIMIZATION PLATFORMS 2022

March 29, 2022

Prominent research firm Metrigy has released the results of its 2022 MetriStar Awards for Workforce Optimization (WFO) platforms. Read more from CX Today here.

WORKFORCE WELLBEING RECOVERY TOOLKIT

March 29, 2022

Practical strategies & resources to turn workforce wellbeing into your competitive advantage. Read more from Contact Centres here.

NEW TALKDESK MOBILE APPS GIVE CONTACT CENTERS A SMARTER WAY TO MEET CUSTOMER EXPECTATIONS WHILE AGENTS AND EMPLOYEES ARE ON-THE-GO

March 29, 2022

Talkdesk has introduced new apps for the Talkdesk On The Go, Talkdesk Phone Mobile App, and Talkdesk Schedule Mobile App. Read more from Directors’ Club Newswire here.

STANDARD BANK SELECTS CALABRIO FOR ITS CLOUD-FIRST APPROACH TO WORKFORCE OPTIMISATION AND CLOSE INTEGRATION WITH AMAZON CONNECT

March 28, 2022

Calabrio announced that Standard Bank has selected Calabrio Workforce Management (WFM) to support contact centre agents in South Africa. Read more from Directors’ Club Newswire here.

WORKFORCE WELLBEING RECOVERY TOOLKIT

March 25, 2022

Practical strategies & resources to turn workforce wellbeing into your competitive advantage. Read more from Call Centre Helper here.

STANDARD BANK SELECTS CALABRIO FOR ITS CLOUD-FIRST APPROACH TO WORKFORCE OPTIMISATION AND CLOSE INTEGRATION WITH AMAZON CONNECT

March 25, 2022

Cloud-based workforce management solution supports 4,000 contact centre agents at one of Africa’s largest banks. Read more from Fintech Finance and News here.

ENTERPRISE CONNECT 2022 SUCCESSFULLY BROUGHT THE ENTERPRISE COMMUNICATIONS AND COLLABORATION INDUSTRY TOGETHER TO LEARN AND NETWORK

March 25, 2022

Enterprise Connect brought corporate IT decision makers together with solution providers for the first time in three years. Read more from Contact Center Solutions here.

ENTERPRISE CONNECT 2022 SUCCESSFULLY BROUGHT THE ENTERPRISE COMMUNICATIONS AND COLLABORATION INDUSTRY TOGETHER TO LEARN AND NETWORK

March 24, 2022

Enterprise Connect brought corporate IT decision makers together with solution providers for the first time in three years. Read more from TMCNet here.

 

CALABRIO SELECTED FOR ITS CLOUD-FIRST APPROACH TO WORKFORCE OPTIMISATION

March 23, 2022

Calabrio announced that Standard Bank has selected Calabrio Workforce Management to support contact centre agents in South Africa. Read more from Call Centre Helper here.

STANDARD BANK SELECTS CALABRIO FOR ITS CLOUD-FIRST APPROACH TO WORKFORCE OPTIMISATION AND CLOSE INTEGRATION WITH AMAZON CONNECT

March 23, 2022

Calabrio announced that Standard Bank, Africa’s largest banks, selected Calabrio Workforce Management to support contact centre agents in South Africa.  Read more from My Customer here.

NEW TALKDESK MOBILE APPS GIVE CONTACT CENTERS A SMARTER WAY TO MEET CUSTOMER EXPECTATIONS WHILE AGENTS AND EMPLOYEES ARE ON-THE-GO

March 23, 2022

Talkdesk Inc. today introduced new apps for the Talkdesk On The Go, Talkdesk Phone Mobile App and Talkdesk Schedule Mobile App. Read more from AiThority here.

STANDARD BANK SELECTS CALABRIO FOR ITS CLOUD-FIRST APPROACH TO WORKFORCE OPTIMISATION AND CLOSE INTEGRATION WITH AMAZON CONNECT

March 23, 2022

Calabrio announced that Standard Bank, an African bank, selected Calabrio Workforce Management to support contact centre agents in South Africa. Read more from Contact Center World here.

ARE YOU ASKING THE RIGHT QUESTIONS?

March 23, 2022

Help organizations pose the right questions to get the right answers. Read more from Contact Center World here.

STANDARD BANK SELECTS CALABRIO FOR ITS CLOUD-FIRST APPROACH TO WORKFORCE OPTIMISATION

March 23, 2022

Standard Bank has selected Calabrio for its cloud-first approach to workforce optimization and close integration with Amazon Connect.  Read more from Customer Service Manager here.

AMAZON CONNECT UPDATES CONTACT CENTER WORKFORCE MANAGEMENT

March 22, 2022

AWS revealed new machine learning workforce optimization features coming to its Amazon Connect contact center as a service platform. Read more from Tech Target here.

AWS ADDS ML-POWERED WORKFORCE OPTIMIZATION TO AMAZON CONNECT

March 22, 2022

Amazon Connect that come out 5 years ago will now offer built-in forecasting, capacity planning, and scheduling features. Read more from No Jitter here.

NEW TALKDESK MOBILE APPS GIVE CONTACT CENTERS A SMARTER WAY TO MEET CUSTOMER EXPECTATIONS WHILE AGENTS AND EMPLOYEES ARE ON-THE-GO

March 22, 2022

Talkdesk, today introduced new apps for the Talkdesk On The Go, Talkdesk Phone Mobile App and Talkdesk Schedule Mobile App.  Read more from Sales Tech Star here.

NEW TALKDESK MOBILE APPS GIVE CONTACT CENTERS A SMARTER WAY TO MEET CUSTOMER EXPECTATIONS WHILE AGENTS AND EMPLOYEES ARE ON-THE-GO

March 22, 2022

Talkdesk, today introduced new apps for the Talkdesk On The Go, Talkdesk Phone Mobile App and Talkdesk Schedule Mobile App.  Read more from TMCNet here.

THE FUTURE OF WORK IS DISTRIBUTED AND DATA IS ITS CORE

March 21, 2022

Jen Docken at Calabrio outlines how the future of work is distributed and data is at its core. Read more from Call Centre Helper here.

EMBRACING DOUBLE-EDGED CUSTOMER EXPECTATIONS

March 16, 2022

As consumers were left without the option of in-person interactions, contact centres saw surging volume in digital channels. Read more from Call Centre Management Association here.

15 STATS ABOUT POST-COVID CUSTOMER SERVICE

March 15, 2022

These 15 stats show how customer service has changed because of the pandemic and answer the big question: what comes next? Read more from Forbes here.

WORKFORCE WELLBEING RECOVERY TOOLKIT

March 14, 2022

Practical strategies & resources to turn workforce wellbeing into your competitive advantage. Read more from Engage Customer here.

12 SHIFT-PLANNING TECHNIQUES

March 14, 2022

Having the right number of skilled staff to support customer demand can be a complex task, so we asked our panel of experts to share their top techniques for shift planning. Read more from Call Centre Helper here.

NEW SELF-SCHEDULING PACKAGE FROM CALABRIO EMPOWERS AGENTS TO HAVE GREATER INFLUENCE OVER WORK-LIFE BALANCE

March 10, 2022

Calabrio, announced the extension of its self-scheduling features available in Calabrio Workforce Management. Read more from Companies Digest here.

WORKING ON WORKFORCE ISSUES

March 8, 2022

It is a good news/troubling news story for contact centers. Read more from Contact Center Pipeline here.

CAZOO USES CALABRIO WORKFORCE MANAGEMENT TO SUPPORT FAST-GROWING BUSINESS

March 7, 2022

Calabrio has announced that Cazoo, the UK online car retailer, is utilizing its workforce management. Read more from Retail Technology Review here.

AGENT WELLBEING AND THE GREAT RESIGNATION

March 5, 2022

Calabrio asked agents about changes in their attitudes towards their work, employers, and reveals clear trends that emerged from our research. Read more from CRMxchange here.

AAA NORTHEAST PROVIDES FASTER SERVICE WITH CALABRIO

March 2, 2022

AA Northeast serves drivers in 6 U.S. states providing roadside assistance, insurance, financial services, travel assistance, discounts, and other benefits. Read more from Destination CRM  here.

5 WAYS TO TURN THEORY INTO PRACTICE

March 2, 2022

It’s time to take a look at how to translate theory into practical steps for success. Read more from Contact Center World here.

GET STARTED WITH REMOVING COMPLEXITY FROM THE MODERN CONTACT CENTRE

March 2, 2022

Now is the time to step back, create breathing space, and consider a strategy to simplify processes in the new-age contact centre. Read more from CX Today here.

CLOUD TECHNOLOGIES BRINGS GLOBAL REACH FOR CONTACT CENTRES

March 2, 2022

Richard Abdy reflects on how our reach has expanded from the UK and Ireland to across the world. Read more from Contact Centres here.

CALABRIO WFM TRANSFORMS CAZOO CONTACT CENTER OPERATIONS

March 2, 2022

UK-based online car dealership company Cazoo experienced a huge spike in activity over the last year, leading executives to invest in Calabrio’s workforce management solution. Read more from Customer Zone 360 here.

INSIDE OUR MARCH 2022 ISSUE

March 2, 2022

There is lots of information in this month’s issue. Please enjoy.. Read more from Contact Center Pipeline here.

CAZOO USES CALABRIO WORKFORCE MANAGEMENT TO SUPPORT BUSINESS

March 2, 2022

Calabrio, a customer experience intelligence company, announced that Cazoo, a UK online car retailer, is utilizing its workforce management. Read more from Contact Center World here.

3 WAYS TO GIVE CUSTOMERS WHAT THEY WANT

March 1, 2022

This interesting contradiction in what customers expect with processes and technology that is easy, personalized and smart. Read more from Engage Customer here.

CAZOO USES CALABRIO WORKFORCE MANAGEMENT TO SUPPORT FAST-GROWING BUSINESS

March 1, 2022

Calabrio announced today that Cazoo, the UK online car retailer, is utilizing its workforce management. Read more from Customer Service Manager here.

CAZOO USES CALABRIO WORKFORCE MANAGEMENT

March 1, 2022

Calabrio has announced that Cazoo, the UK online car retailer, is utilizing its workforce management. Read more from Call Centre Helper here.

CAZOO USES CALABRIO WFM TO SUPPORT CONTACT CENTRE

March 1, 2022

Cazoo uses Calabrio Workforce Management to support fast-growing contact centre business . Read more from Contact Centres here.

CAZOO USES CALABRIO WORKFORCE MANAGEMENT TO SUPPORT FAST-GROWING BUSINESS

March 1, 2022

Calabrio announced today that Cazoo, the UK online car retailer, is utilizing its workforce management . Read more from My Customer here.

CAZOO USES CALABRIO WORKFORCE MANAGEMENT TO SUPPORT FAST-GROWING BUSINESS

March 1, 2022

Calabrio, the customer experience intelligence company, announced that Cazoo, the UK online car retailer, is utilizing its workforce management. Read more from Directors’ Club Newswire here.

WHAT SHOULD YOU PUT IN A CUSTOMER SERVICE VISION STATEMENT?

February 28, 2022

A customer service vision statement provides meaning and direction for employees, we have a few suggestions. Read more from Call Centre Helper here.

NEW SELF-SCHEDULING PACKAGE FROM CALABRIO EMPOWERS AGENTS TO HAVE GREATER INFLUENCE OVER WORK-LIFE BALANCE

February 25, 2022

Calabrio, the customer experience intelligence company, announced the extension of its self-scheduling features available in Calabrio Workforce Management. Read more from Contact Center Solutions here.

NEW SELF-SCHEDULING PACKAGE FROM CALABRIO EMPOWERS AGENTS TO HAVE GREATER INFLUENCE OVER WORK-LIFE BALANCE

February 25, 2022

Calabrio, a customer experience intelligence company, announced the extension of its self-scheduling features available in Calabrio Workforce Management. Read more from Contact Center World here.

CALABRIO INTRODUCES SELF-SCHEDULING PACKAGE

February 24, 2022

Calabrio has expanded the self-scheduling features available in Calabrio Workforce Management giving agents greater control over their workloads. Read more from Smart Customer Service here.

NEW SELF-SCHEDULING PACKAGE FROM CALABRIO EMPOWERS AGENTS TO HAVE GREATER INFLUENCE OVER WORK-LIFE BALANCE

February 24, 2022

Calabrio announced the extension of its self-scheduling features available in Calabrio Workforce Management. Read more from Customer Service Manager here.

NEW SELF-SCHEDULING PACKAGE FROM CALABRIO

February 24, 2022

Calabrio, has announced the extension of its self-scheduling features available in Calabrio Workforce Management. Read more from Call Centre Helper here.

CALABRIO RELEASES A NEW SELF-SCHEDULING PACKAGE

February 24, 2022

Calabrio has announced an extension of its self-scheduling package available in the Calabrio Workforce Management platform. Read more from CX Today here.

NEW SELF-SCHEDULING PACKAGE FROM CALABRIO EMPOWERS AGENTS TO HAVE GREATER INFLUENCE OVER WORK-LIFE BALANCE

February 23, 2022

Calabrio, the customer experience intelligence company, announced the extension of its self-scheduling features available in Calabrio Workforce Management. Read more from Workforce Management here.

CALABRIO EMPOWERS AGENTS TO HAVE GREATER INFLUENCE OVER WORK-LIFE BALANCE

February 23, 2022

Calabrio announced the extension of its self-scheduling features available in Calabrio Workforce Management. Read more from Contact Centres here.

NEW SELF-SCHEDULING PACKAGE FROM CALABRIO EMPOWERS AGENTS TO HAVE GREATER INFLUENCE OVER WORK-LIFE BALANCE

February 23, 2022

Calabrio announced the extension of its self-scheduling features available in Calabrio Workforce Management. Read more from My Customer here.

NEW SELF-SCHEDULING PACKAGE FROM CALABRIO EMPOWERS AGENTS TO HAVE GREATER INFLUENCE OVER WORK-LIFE BALANCE

February 23, 2022

Calabrio announced the extension of its self-scheduling features available in Calabrio Workforce Management. Read more from Directors’ Club Newswire here.

NEW SELF-SCHEDULING PACKAGE FROM CALABRIO EMPOWERS AGENTS TO HAVE GREATER INFLUENCE OVER WORK-LIFE BALANCE

February 23, 2022

NEW SELF-SCHEDULING PACKAGE FROM CALABRIO EMPOWERS AGENTS TO HAVE GREATER INFLUENCE OVER WORK-LIFE BALANCE

February 23, 2022

Calabrio, the customer experience intelligence company, announced the extension of its self-scheduling features available in Calabrio Workforce Management. Read more from My Tech Decisions here.

CALABRIO AND GENESYS ANNOUNCE TIMELY AGENT TOOLS

February 23, 2022

The U.S. Bureau of Labor Statistics reports that over four million quit their jobs in each of the last five months of 2021. Read more from No Jitter here.

NEW SELF-SCHEDULING PACKAGE FROM CALABRIO EMPOWERS AGENTS TO HAVE GREATER INFLUENCE OVER WORK-LIFE BALANCE

February 23, 2022

Calabrio, the customer experience intelligence company, announced the extension of its self-scheduling features available in Calabrio Workforce Management. Read more from HR Tech Series here.

NEW SELF-SCHEDULING PACKAGE FROM CALABRIO EMPOWERS AGENTS TO HAVE GREATER INFLUENCE OVER WORK-LIFE BALANCE

February 23, 2022

Calabrio, the customer experience intelligence company, announced the extension of its self-scheduling features available in Calabrio Workforce Management. Read more from Sales Tech Star here.

NEW SELF-SCHEDULING PACKAGE FROM CALABRIO EMPOWERS AGENTS TO HAVE GREATER INFLUENCE OVER WORK-LIFE BALANCE

February 23, 2022

Calabrio, the customer experience intelligence company, announced the extension of its self-scheduling features available in Calabrio Workforce Management. Read more from TMCNet here.

NEW SELF-SCHEDULING PACKAGE FROM CALABRIO EMPOWERS AGENTS TO HAVE GREATER INFLUENCE OVER WORK-LIFE BALANCE

February 23, 2022

Calabrio, the customer experience intelligence company, announced the extension of its self-scheduling features available in Calabrio Workforce Management. Read more from Spoke here.

 

KEEP IT SIMPLE – KEEP IT HUMAN

February 23, 2022

Running a contact centre today is a tricky business but it doesn’t have to be – with the right mindset and a human approach it pays to keep it simple. Read more from Contact Center World here.

 

SELECTING AGENT MANAGEMENT SOLUTIONS – ARE YOU ASKING THE RIGHT QUESTIONS?

February 21, 2022

To help organizations pose the right questions to get the right answers. Read more from Call Centre Helper here.

SELECTING AGENT MANAGEMENT SOLUTIONS – ARE YOU ASKING THE RIGHT QUESTIONS?

February 17, 2022

To help organizations pose the right questions to get the right answers. Read more from Directors’ Club Newswire here.

HOW TO PRIORITIZE AGENT WELLBEING IN THE HYBRID CONTACT CENTER

February 17, 2022

In hybrid environments, wellbeing is often tricky to manage, and timely, supportive interventions are more difficult to deliver. Read more from My CX Today here.

AGENT MANAGEMENT SOLUTIONS: ASK THE RIGHT QUESTIONS!

February 17, 2022

To help organizations such as contact centres pose the right questions to get the right answers. Read more from Contact Centres here.

HOW TO SELECT AGENT MANAGEMENT SOLUTIONS

February 17, 2022

2022 Agent Management Value Index Report from analyst firm Ventana Research, for insights into how to structure software selection processes. Read more from My Customer here.

WHAT ARE THE MAIN CALL CENTRE PAIN POINTS, AND HOW CAN THEY BE SOLVED?

February 16, 2022

Our panel of experts give their opinions on the main contact centre pain points and provide suggestions on how to solve them. Read more from Call Centre Helper here.

PAST PREDICTIONS FOR THE FUTURE OF THE 2022 CONTACT CENTER: WERE THEY RIGHT OR WRONG?

February 16, 2022

It seemed as if technology was about to take over the customer service experience, headlines abounded with predictions. Read more from KM World here.

THE SMART APPROACH TO RESOLVING COMPLEXITY

February 15, 2022

Contact centres have been investing in sophisticated, omnichannel technologies for well over a decade. Read more from My Customer here.

SIMPLIFYING THE HUMAN COMPLEXITIES

February 15, 2022

Here are three of the greatest human complexities for the modern contact center and how leaders can simplify and solve them. Read more from Contact Center Pipeline here.

BANISHING COMPLEXITY – 5 WAYS TO TURN THEORY INTO PRACTICE

February 14, 2022

Combined these five steps provide an integrated approach to overcoming complexity. Read more from Adrian Swinscoe here.

12 CONTACT CENTER STATISTICS: CX IN 2022

February 14, 2022

The following roundup of the top 12 contact center statistics aims to shed light on the industry’s future. Read more from CX Today here.

CALABRIO ONE RECOGNIZED LEADER IN G2 CONTACT CENTRE REPORT

February 9, 2022

Calabrio announced that Calabrio ONE  has been named Leading product. Read more from Contact Centre here.

CALABRIO ANNOUNCES ADD-ON MODULE FOR AGENT COACHING

February 9, 2022

Calabrio has announced the introduction of its new coaching solution for agent performance management, Calabrio Performance Coaching.  Read more from Workforce Management here.

CALABRIO ONE RECOGNIZED AS A LEADER IN G2 CONTACT CENTRE WORKFORCE REPORT

February 9, 2022

Calabrio announced that Calabrio ONE has been named a Leading product. Read more from Contact Center World here.

BC’S TOP EMPLOYERS: 2022 WINNERS

February 9, 2022

The following organizations have been chosen as BC’s Top Employers for 2022. Read more from Vancouver here.

KEEP IT SIMPLE – KEEP IT HUMAN

February 9, 2022

This outlines the most common pitfalls and how to navigate a smooth path to operational efficiency. Read more from Adrian Swinscoe here.

CALABRIO ANNOUNCES ADD-ON MODULE FOR AGENT COACHING

February 9, 2022

Calabrio has announced the introduction of its new coaching solution for agent performance management, Calabrio Performance Coaching. Read more from Workforce Management here.

CALABRIO ONE RECOGNIZED AS A LEADER IN G2 CONTACT CENTRE WORKFORCE REPORT

February 8, 2022

Calabrio announced that Calabrio ONE has been named Leading Product. Read more from My Customer here.

CALABRIO ONE RECOGNIZED AS A LEADER IN G2 CONTACT CENTRE WORKFORCE REPORT

February 8, 2022

Calabrio announced that Calabrio ONE has been named Leading product. Read more from Directors’ club Newswire here.

CALABRIO RECOGNIZED AS A LEADER IN G2 CONTACT CENTRE WORKFORCE REPORT

February 8, 2022

Calabrio has been named a leading product based on its high customer satisfaction scores. Read more from Call Centre Helper here.

HOW THE GREAT RESIGNATION IS IMPACTING CONTACT CENTERS IN 10 DATA POINTS

February 8, 2022

Statistics show that the mass exodus of employees is not just a growing trend. Read more from Customer Think here.

CALABRIO ONE RECOGNIZED AS A LEADER IN G2 CONTACT CENTER WORKFORCE REPORT

February 8, 2022

Calabrio announced that Calabrio ONE, has been named a Leader product. Read more from Spoke here.

CALABRIO ONE RECOGNIZED AS A LEADER IN G2 CONTACT CENTER WORKFORCE REPORT

February 8, 2022

Calabrio, announced that Calabrio ONE has been named a Leader product based on its high customer satisfaction scores. Read more from HR Tech Series here.

CALABRIO ONE RECOGNIZED AS A LEADER IN G2 CONTACT CENTER WORKFORCE REPORT

February 8, 2022

Calabrio, the customer experience intelligence company, announced that Calabrio ONE, the workforce engagement management suite, has been named a Leader product based on its high customer satisfaction scores. Read more from Sales TechStar here.

 

CALABRIO ONE RECOGNIZED AS A LEADER IN G2 CONTACT CENTER WORKFORCE REPORT

February 8, 2022

Calabrio, the customer experience intelligence company, today announced that Calabrio ONE, the workforce engagement management suite, has been named a Leader product based on its high customer satisfaction scores. Read more from TMCNet here.

5 WAYS TO TURN THEORY INTO PRACTICE

February 4, 2022

Here are five ways to get started. Read more from Call Centre Helper here.

5 WAYS TO TURN THEORY INTO PRACTICE

February 3, 2022

Here are five ways to get started. Read more from Directors’ Club newswire here.

5 WAYS TO TURN THEORY INTO PRACTICE

February 3, 2022

Here are five ways to get started. Read more from Contact Centres here.

CALABRIO RELEASES NEW PERFORMANCE COACHING

February 2, 2022

Calabrio has announced its new coaching solution for agent performance management, Calabrio Performance Coaching.  Read more from Call Centre Helper here.

CALABRIO RELEASES PERFORMANCE COACHING TO FACILITATE AGENT SUCCESS

February 2, 2022

Calabrio announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Read more from Contact Centres here.

INSIDE OUR FEBRUARY 2022 ISSUE

February 2, 2022

This month, we include a special report on the Biden Administration’s Executive Order on Transforming Federal Customer Experience. Read more from Contact Center Pipeline here.

CALABRIO RELEASES PERFORMANCE COACHING

February 2, 2022

Calabrio, a customer experience intelligence company, has launched Calabrio Performance Coaching. Read more from Smart Customer Service here.

CALABRIO RELEASES NEW PERFORMANCE COACHING TO FACILITATE AGENT SUCCESS AND CUSTOMER SERVICE EXCELLENCE

February 2, 2022

Calabrio, a customer experience intelligence company, announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Read more from Contact Center World here.

CALABRIO RELEASES NEW PERFORMANCE COACHING TO FACILITATE AGENT SUCCESS AND CUSTOMER SERVICE EXCELLENCE

February 2, 2022

Calabrio, the customer experience intelligence company, announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Read more from HR Tech Series here.

CALABRIO RELEASES NEW PERFORMANCE COACHING TO FACILITATE AGENT SUCCESS AND CUSTOMER SERVICE EXCELLENCE

February 2, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Read more from Contact Center Solutions/ TMCNet here.

THE SMART APPROACH TO RESOLVING COMPLEXITY IN CONTACT CENTRES

February 2, 2022

Contact centres have been investing in sophisticated, omnichannel technologies for well over a decade. Read more from Contact Center World here.

CALABRIO RELEASES NEW PERFORMANCE COACHING TO FACILITATE AGENT SUCCESS AND CUSTOMER SERVICE EXCELLENCE

February 1, 2022

Calabrio, the customer experience intelligence company, announced its new coaching solution for agent performance management, Calabrio Performance Coaching.  Read more from Directors’ Club Newswire here.

CALABRIO RELEASES NEW PERFORMANCE COACHING TO FACILITATE AGENT SUCCESS AND CUSTOMER SERVICE EXCELLENCE

February 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching Read more from Customer Service Manager here.

CALABRIO RELEASES NEW PERFORMANCE COACHING TO FACILITATE AGENT SUCCESS AND CUSTOMER SERVICE EXCELLENCE

February 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching.  Read more from Spoke here.

CALABRIO RELEASES NEW PERFORMANCE COACHING SOLUTION TO SUPPORT CUSTOMER SERVICE EXCELLENCE

February 1, 2022

Calabrio has launched a new coaching solution for agent performance management, Calabrio Performance Coaching. Read more from KM World here.

CALABRIO RELEASES NEW PERFORMANCE COACHING TO FACILITATE AGENT SUCCESS AND CUSTOMER SERVICE EXCELLENCE

February 1, 2022

Calabrio, the customer experience intelligence company, announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Read more from SalesTechStar here.

CALABRIO RELEASES NEW PERFORMANCE COACHING TO FACILITATE AGENT SUCCESS AND CUSTOMER SERVICE EXCELLENCE

February 1, 2022

Calabrio, the customer experience intelligence company, today announced its new coaching solution for agent performance management, Calabrio Performance Coaching. Read more from TMCNet here.

THE 26 PRINCIPLES OF GOOD CUSTOMER SERVICE

January 31, 2022

Our panel of experts shares examples of the principles that underpin the delivery of good customer service. Read more from Call Centre Helper here.

TO FUTURE-PROOF AND CONTINUALLY GROW YOUR CAREER YOU NEED TO ACQUIRE DIGITAL TECH SKILLS

January 29, 2022

One of the lessons learned from the pandemic is that we live in a volatile world and things change with lightning speed. Read more from Forbes here.

20 SMART IDEAS TO IMPROVE YOUR VOICE OF THE CUSTOMER PROGRAMME

January 26, 2022

Our panel of experts discuss the importance of listening to the Voice of the Customer (VoC) and provide insightful suggestions on how contact centres can improve their programme. Read more from Call Centre Helper here.

CONTACT CENTRE OPERATIONS: KEEP IT SIMPLE – KEEP IT HUMAN

January 25, 2022

The growth of digital platforms has merely increased complexity but not necessarily for the greater good. Read more from Customer Service Manager here.

KEEP IT SIMPLE – KEEP IT HUMAN

January 25, 2022

Running a contact centre today is a tricky business but it doesn’t have to be. Read more from Call Centre Helper here.

 

CONTACT CENTRE OPERATIONS: KEEP IT SIMPLE, KEEP IT HUMAN

January 25, 2022

The growth of digital platforms has merely increased complexity but not necessarily for the greater good. Read more from Contact Centres here.

PROTECTING VULNERABLE CUSTOMER DATA AMID THE RISE IN LONG-TERM REMOTE AND HYBRID WORK

January 24, 2022

Remote work has certainly changed over the past few years. Read more from Forbes here.

 

WHAT’S IN STORE FOR CRM IN 2022?

January 19, 2022

“In 2022, the concept of CRM will begin to change.” Rughu Ravinutala proceeds. Read more from Destination CRM here.

HOW GENERATION Z EMPLOYEES WILL SAVE THE WORLD

January 18, 2022

Every generation brings to the workplace a set of characteristics that are shaped by the events and cultural norms of the day. Read more from Contact Center World here.

3 WAYS TO WIN THE TECHNOLOGY TUG-OF-WAR

January 12, 2022

These double-edged customer expectations also present a unique opportunity to empower agents and enhance CX. Read more from Contact Center World here.

THE SMART APPROACH TO RESOLVING COMPLEXITY IN CONTACT CENTRES

January 11, 2022

Contact centres have been investing in sophisticated, omnichannel technologies for well over a decade. Read more from Directors’ Club Newswire here.

THE SMART APPROACH TO RESOLVING COMPLEXITY IN CONTACT CENTRES

January 11, 2022

Contact centres have been investing in sophisticated, omnichannel technologies for well over a decade. Read more from Customer Service Manager here.

THE SMART APPROACH TO RESOLVING COMPLEXITY IN CONTACT CENTRES

January 11, 2022

Contact centres have been investing in sophisticated, omnichannel technologies for well over a decade. Read more from Call Centre Helper here.

THE SMART APPROACH TO RESOLVING COMPLEXITY IN CONTACT CENTRES

January 11, 2022

Contact centres have been investing in sophisticated, omnichannel technologies for well over a decade. Read more from Contact Centres here.

CALABRIO: ENHANCING CUSTOMER AND EMPLOYEE EXPERIENCES WITH A HUMAN-CENTRED APPROACH

January 10, 2022

While digital transformation in the contact centre continues to bring new levels of convenience to customers and employees alike, the actual experience of interacting with technology frequently lags behind.  Read more from CX Today here.

ARE AI-POWERED CUSTOMER SERVICE AGENTS ALREADY HUMAN ENOUGH?

January 10, 2022

A  new university study finds that what matters in the customer service experience is the perceived humanness of the interaction and that often an agent powered by artificial intelligence (AI) is as good or better than a real person. Read more from Retail Wire here.

HOW TO EMBRACE THE DOUBLE-EDGED EXPECTATIONS OF YOUR CUSTOMERS

January 10, 2022

The best customer experiences blend speed and convenience with the human touch, which is a fine balancing act for contact centres today. Read more from Contact Center World here.

BOOST YOUR STAFF SKILLS TO IMPROVE CUSTOMER EXPERIENCES

January 4, 2022

As we enter a new era for the contact centre, businesses need to understand how to tie business objectives to customer experiences in a cost-effective way. Read more from Contact Centre here.

CONTACT CENTER PIPELINE MAGAZINE: INSIDE OUR JANUARY 2022 ISSUE

January 4, 2022

We are sharing our board members’ thoughts on what 2022 will bring for our contact centers. Read more from Contact Center Pipeline here.

CONTACT CENTRE OPERATIONS: KEEP IT SIMPLE – KEEP IT HUMAN

January 2, 2022

The growth of digital platforms has merely increased complexity but not necessarily for the greater good. Read more from Directors’ Club Newswire here.

THERE WAS ONE MORE RUSH IN MINNESOTA STORES LAST WEEK — TO RETURN THINGS

January 1, 2022

After the holidays, there is another seasonal rush to stores — for returns. Read more from Star Tribune here.

THERE WAS ONE MORE RUSH IN MINNESOTA STORES LAST WEEK — TO RETURN THINGS

January 1, 2022

After the holidays, there is another seasonal rush to stores — for returns. Read more from Star Tribune here.

Start typing and press Enter to search

Send this to a friend