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If you think you’ve been hearing more about agent engagement—aka “workforce engagement management (WEM)”—lately, you’re probably right. With the increasing focus on the customer experience, [...]

Google the term “intelligent contact center,” and you’ll see it’s been used for years, but its definition constantly evolves and usually is widely disputed. To muddy the waters even further, [...]

It was Oliver Wendell Holmes, Sr. who said, “A moment’s insight is sometimes worth a life’s experience.” Nowhere is this truer than in today’s contact center. Contact centers that capture and [...]

Have you made your New Year resolutions yet? As I thought about my own, I also thought about the top things contact centers could do to improve in the coming year. As a result, here’s my take on [...]

Analytics helps all departments of your company We think about analytics frequently at Calabrio. We think about how to improve the use of data, how best to implement analytics strategies, and how [...]

Financial institutions are all about the numbers. Credit scores, income levels, tax brackets. You name a piece of big data and the financial industry has learned how to find it, measure it, slice [...]

Focus on your agents In a previous blog post, we discussed how a solid customer engagement plan starts with an engaged workforce. In the contact center, this means agents who are not only armed [...]

Smart contact center leaders know that the benefits of a strong quality assurance program stretch far beyond the walls of the contact center. By continually assessing agent performance and call [...]

No one ever said working in retail was easy. There are long hours, narrow margins, heavy competition and the threat of loss at every turn. You spend most of the year in the red, hoping for a big [...]

Providing the best customer experience possible is at the top of every company’s priority list. Brands know that customers want personalized, proactive service that validates their purchase [...]