When it comes to delivering a superior customer experience, superior agent training is key. Without it, companies suffer from disempowered or disengaged agents, an inflated number of call escalations, distracted supervisors—and the resulting unhappy customers. As a call center manager, getting [...]

When a customer has a bad experience, it is often up to the contact center to turn the relationship around. Watch this video, brought to you from the Calabrio Academy, to discover five concrete steps agents can take in their follow-up to show the customer that your organization truly cares. How [...]

Complexity in the contact center impacts the bottom line. And customer service interactions are projected to increase not just in volume, but also in complexity over the next two years as the mediums for customer engagement are changing and expanding. Add to that the challenge for enterprise [...]

If the holiday season is the most financially significant time of year for your company, then it’s also the busiest time for customer interactions in your contact center. Whether customers come to you for the first or tenth time, those interactions greatly affect their overall customer [...]

If you’re like me, you’ve misinterpreted more than your fair share of text messages because you couldn’t determine the intended emotion behind the words. Was the sender being serious? Sarcastic? Flippant? Unless you know the person—and their use of emoticons—figuring out what they really mean [...]

Hot off the heels of our successful C3 events in Nashville and London, and all the great workforce engagement management (WEM) presentations I saw there, I’m reminded once again how tightly tied highly engaged employees are to superior customer experiences. You just can’t have one without the [...]

Customers are the lifeblood of Calabrio and we are committed to providing our customers with the most innovative, modern solutions available. We, in turn, are inspired by the creative ways our customers solve problems with our software. Yesterday, we experienced their stories firsthand as we [...]

Since joining Calabrio this past spring, I’ve been in awe of our company’s unwavering commitment to helping organizations deliver the best in customer experience. And that’s no easy task given how quickly and dramatically the landscape evolves. But—like the customer journey itself—it’s a [...]

It’s that time of year again: Customer Service Week! This year, Customer Service Week is being celebrated Oct. 1-5, and the ways companies celebrate this auspicious occasion are as varied as the companies themselves. That’s why we decided to query a few customers to find out how they honor the [...]

It may come as no surprise to you that contact center leaders still cite agent turnover as their No. 1 challenge.1 Despite concerted efforts by many organizations to deploy dedicated workforce management (WFM) initiatives to combat agent attrition, the 2016 U.S. Contact Center Decision Makers’ [...]