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Empower the workforce with a smarter approach to WEM

The pandemic has shifted the world of work and elevated the importance of agility in contact centers to meet the moment – whatever that moment may be. Right now, it’s working from home (WFH) which presents significant challenges for many, and addressing these challenges successfully is critical at a time when customer expectations are also […]

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What does it mean to be resilient in 2021?

With the devastating loss of lives and livelihoods, it’s strange to hear prognosticators speak of “opportunities in the New Normal.” But history tells us it’s true. If you want your organization to lead in the New Normal — or the Next Normal or whatever the recovery period is called — what are some steps you […]

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Contact Center Talent in These Changing Times, Part 3 – The Rise of the Research Team, Making Executive Leadership Even Stronger

This guest post is authored by Steven Kaish, SVP, Product Marketing & Technical Partners at Glia. “I can see all obstacles in my way,” sang Johnny Nash* in his signature hit “I Can See Clearly Now.” He may have been singing about overcoming personal adversity, but this anthem of optimism is equally inspirational for business. […]

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Contact Center Talent in These Changing Times, Part 2 – Agents & Supervisors Transform into Specialists & Coaches

This guest post is authored by Steven Kaish, SVP, Product Marketing & Technical Partners at Glia. ‘A change will do you good,’ sang Sheryl Crow in the 90s. Since then, we’ve experienced entire paradigm shifts in technologies, which in turn have fueled a complete and ongoing transformation of the contact center. Nostalgia aside, the changes […]

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Eliminating Data Disparity: Q&A with UJET COO Vasili Triant

Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. Yet confusion still surrounds the optimal functionalities these analytics must have. Look at the term “real-time feed.” You’ve probably heard contact center system vendors touting their ability to provide real-time feeds of data. […]

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Sayonara, auf wiedersehen, goodbye to 2020. What’s in store for 2021?

The COVID-19 health crisis has reshaped the business landscape and the world of work. In contact centers, more employees than ever before now work remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution first transformed everything. It’s been a difficult year and yet the challenges have made […]

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Guest Blog: Contact Center Talent in These Changing Times, Part 1 – Setting the Stage

This guest post is authored by Steven Kaish, SVP, Product Marketing & Technical Partners at Glia. The legendary Bob Dylan released his classic hit The Times They Are A-Changin’ back in 1964. More than half a century  later, his lyrics couldn’t be more relevant. In fact, the pace of change is only accelerating affecting nearly […]

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The New Era of Workforce Engagement Management Has Arrived: Announcing the New Calabrio ONE

We have all seen our fair share of challenges this year. Everyone is adapting to a new normal, and that means contact centers must deal with increased demands for flexibility and agility. From the C-Suite, to the workforce management specialist, to the contact center director — each member of the service team needs support to [...]
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