This year’s annual customer event combinesthe Calabrio User Forum with Calabrio Customer Connect, which means the eventis supercharged to deliver premium content at an unbelievable location. AsCalabrio's WFM evangelist, I love spending time with our customers and reallyhelping them dig into their operations. It is without question my favorite weekof the year. The Calabrio and [...]

As advances in technology have empowered customers and increased their expectations, both the cost of losing a customer and the value of retaining one have grown. The need for accurate, ongoing insights into customer preferences and behavior is greater than ever. The traditional way businesses have tried to learn what their customers think was to […]

From day one, we designed Calabrio ONE to quickly deliver tangible business value to contact centers around the world. From seamlessly handling fast-growing, inbound contact volumes and painlessly unifying disparate data sources to tapping rich voice of the customer (VoC) insights, users rely upon Calabrio to understand what their customers really want while benefitting from [...]

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 best practices? Here are […]

Employee attrition can contribute to increased operating costs. Learn why it pays to focus on CSR's (Customer Service Representatives) well-being using automated Workforce Management to inspire and motivate staff. Good customer service depends on experienced and knowledgeable employees, yet failure to retain these talented employees can have significant repercussions. Recent research from global management consultants [...]

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 and more sophisticated, the data […]

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 hand, labor costs are typically 70-80 percent of the […]

As contact centers continue to grow in both size and scope, so does the layers of management involved. Unfortunately, this also means that communication from the operational levels tends to get muddled.  It should come as no surprise that there are certain things that aren’t making their way up the ladder for various reasons.  Calabrio WFM [...]