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Self-Scheduling: The answer to agent stress in modern, omnichannel contact centers

With stress levels in contact centers 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. I have been in the Workforce Management (WFM) business for over 20 years and during this time, contact center leaders have again and again [...]
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True Cloud vs Fake (Hosted) Cloud: What’s the Difference and Why it Matters

So, you’ve decided it’s time to take your WFO solution to the cloud. That’s a smart choice—and one that puts business first rather than drain focus on IT infrastructures. But pause before you purchase because not all software offerings are created equal. There are many WFO providers marketing themselves as “cloud,” but who are not […]

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7 steps to effective workforce planning

Building an efficient contact center that solves a customer’s problem effectively the first time around while also keeping agents motivated is the ultimate goal of CX leaders everywhere. Success comes down to effective workforce planning – in its simplest form – ensuring enough of the right-skilled staff are in the right place at the right […]

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Workforce wellbeing – 3 ways to de-stress employees with technologies that humanize the hybrid workplace

Embrace analytics to boost your wellbeing strategy. Here we take a closer look and give 3 reasons why you can’t afford to ignore the latest advancements in technologies designed for modern workforce optimization and engagement. In our previous blog, we asked the question ‘what does wellbeing really mean?’ and came to the conclusion that the [...]
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Workforce wellbeing – what does it really mean and why does it matter more than ever?

Stress is a major barrier to success and it is affecting everyone. Calabrio is campaigning to support improvements for people, processes and technology to enable greater wellbeing across contact center organizations. This first article outlines the key triggers for agents, supervisors and senior managers and shows why it pays to take a comprehensive approach to [...]
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The Future of Work Is Distributed—And Data Is Its Core

In Gartner’s recent report “Future of Work Trends: Work Is Distributed,” analyst Helen Poitevin outlines how distributed work implies “significant degrees of flexibility in how work is organized — who is involved in what work activities; and when, where and how it is getting done.” Flexibility is so significant in this new world of distributed [...]
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Selecting Agent Management Solutions – are you asking the right questions?

Ross Daniels at Calabrio looks at the recently published 2022 Agent Management Value Index Report from analyst firm Ventana Research, for insights into how to structure software selection processes – to help organizations pose the right questions to get the right answers. In its recent report, Ventana Research came to the conclusion that, “The pandemic [...]
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Make Sure Your Contact Center Agents Know You Love Them

Gary Chapman became a relationship guru with his 1995 book, “The Five Love Languages.” In it, the experienced marriage counselor outlines five ways to express and experience love, which he calls “love languages”: receiving gifts, quality time, words of affirmation, acts of service (devotion) and physical touch. Chapman uses the analogy of language for his [...]
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