Picture this: you get a call from one of your agents and they don’t agree with their evaluation score. As a contact center manager you’ve mostly likely been here. So, what steps can you take to resolve the situation and make sure your agents are happy and aligned on contact center [...]

Raw data pours into the contact center from every angle. From calls, to emails, to web chats and more, voice-of-the-customer data is used across the globe to help bridge the gap between the contact center and the rest of the organization. And, as the list of communication channels grows longer [...]

Forecasting for the contact center is tough. Understaffed businesses can result in long wait times for customers and leave agents frustrated and even unmotivated. Customers may be forgiving of long wait times once, but don’t expect them to be forgiving if it happens regularly. On the other [...]

As contact center professionals, we all understand the importance of workforce management tools and processes in ensuring that we have enough agents to work each shift. All too often our thoughts and attitudes towards this important function stop there. This means we are selling ourselves short [...]

The customer experience trend in recent years has reinvigorated the importance of human connection and elevated the contact center to a new level of importance. Contact center agents are the frontline of communication between the organization and its customers and can easily make or break a [...]

This is a guest post from Paul Stockford The advent of speech analytics in the contact center more than a decade ago opened a whole new world of operational insights in terms of really understanding what customers were saying. Well-trained analysts and data scientists were able to turn key [...]

At Calabrio we take a customer-first approach in everything we do. From our corporate culture to our business practices, it’s always our goal to make our nearly 5,000 global customers feel like one-in-a-million. Today, our customers have made us feel like one-in-a-million. The Calabrio team is [...]

We at Calabrio know firsthand how innovative and forward-thinking our customers are. But it’s even more special when leading authorities in the workforce management (WFM) space know it, too. That’s exactly how we felt when we learned Calabrio customer Caryn Yurkstas of Paychex was named a “2019 [...]

There’s no way around it: technology will continue to enhance the business landscape and companies will need to innovate in order the stay ahead of the competition. As artificial intelligence (AI) and other technologies become more common, customers are conscious of the shift, making it more [...]

Here at Calabrio, we’ve seen a huge rise in demand for cloud-based contact centre solutions over the last five years. More and more, businesses are enticed to the cloud by the scalability to accommodate both seasonal changes and organic growth as well as access to new, more robust technology [...]