Managing the hand-over from bot to agent is like taking part in a relay race. However, just as in any relay the secret is not to drop the baton. Here are 3 winning strategies for a seamless customer experience that will take you over the finish line in a record-breaking way. The ability for customers [...]

AS CONSUMERS TIGHTEN THEIR BELTS AND ORGANIZATIONS UNDERGO DIGITAL AND WORKPLACE TRANSFORMATIONS, THERE HAS NEVER BEEN A BETTER TIME TO INVEST IN THE CONTACT CENTER. HERE ARE 5 BUDGET-FRIENDLY STRATEGIES TO HELP YOU ACHIEVE MORE AND REGRET LESS. The current cost-of-living crisis combined with the usual stresses of managing a hybrid workforce and higher customer expectations [...]

Today, it’s March 14—commonly known as International Pi (π) Day. Pi is an amazing mathematical constant because it articulates the unique ratio between the circumference of a circle and its diameter. Supercomputers have calculated it to over 60 trillion decimal places but most of us struggle to get beyond 3.14. Fun fact, world record holder [...]

Elephants have the largest brain of all land mammals and the ratio of their brains to their overall body mass is not far behind that of humans. So, why am I mentioning this seemingly random observation? Well, it’s important because humans are very much like elephants: they have amazing memories. This means they rarely forget [...]

New Calabrio CEO, Kevin Jones, has joined Calabrio bringing with him over 30 years of experience in the technology industry and a proven track record for driving business transformation. With his first week officially in the books, Kevin joins Calabrio’s Chief Human Resource officer, Kristen Gaarder, to share insight into his personal leadership style and [...]

CONTACT CENTERS ARE LIKE GIANT CANDY STORES FULL OF RICH, TEMPTING CUSTOMER DATA. JIM DAVIES SHARES FIVE DELICIOUS TIPS FOR MASTERING EFFECTIVE DATA COLLATION AND OPTIMIZATION. I remember the good old days when sweet shops existed on every street. The walls were lined with shelves, filled with large plastic tubs of our favorites—rhubarb and custards, [...]

Make the Most of Your WFM Forecasting Process The forecasting process in a contact center is the single most important thing to do if efficiency and accurate reporting are the top goals. An accurate forecast informs every single aspect of the contact center and ensures that budgets, staffing, and CX will be properly addressed. In [...]

Why—and How— to Use AI, Machine Learning, and Analytics to Empower the Contact Center as a Brand Guardian The contact center is still the primary pressure-release valve for customers. And that pressure holds tremendous value. Customer frustrations reveal early warning signs of large-scale issues and brand risk. These insights can help contact centers rapidly fix [...]