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C3 2018 Speaker Spotlight: Q&A with Tyler Dibble, LendingClub

In the latest installment of our Calabrio Customer Connect (C3) 2018 Speaker Spotlight series, we’re highlighting customer presenter Tyler Dibble, senior manager of operations and workforce management at LendingClub. During his session at C3, he will be sharing how his organization is using Calabrio WFM to manage efficiency and improve the customer experience beyond the […]

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Top 4 Ways to Elevate Agent Engagement in Your Contact Center

If you think you’ve been hearing more about agent engagement—aka “workforce engagement management (WEM)”—lately, you’re probably right. With the increasing focus on the customer experience, better engagement with the agents who serve them makes perfect sense. After all, it’s a key way organizations can elevate and sustain the contact center customer experience by: decreasing agent […]

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C3 2018 Speaker Spotlight: Q&A with Jaslyne Dolak, Erie Insurance

Calabrio Customer Connect (C3) 2018 is just a few weeks away! We’re highlighting some of our customer presenters on the Calabrio blog in a Speaker Spotlight series. Meet Jaslyne Dolak, data and analytics specialist at Erie Insurance. During her breakout session at C3 she will be sharing methods for getting your team and organization on […]

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C3 2018 Speaker Spotlight: Q&A with Mike Hedin, Young Living Essential Oils

With Calabrio Customer Connect (C3) 2018 less than a month away, we’re highlighting some of our customer presenters on the Calabrio blog in a Speaker Spotlight series. Mike Hedin, forecasting and scheduling manager at Young Living Essential Oils, will be sharing best practices for rolling out a new WFO tool globally, and ways to keep […]

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C3 2018 Speaker Spotlight: Q&A with Rob Morrissey, TD Ameritrade

Let the countdown begin, we’re less than one month away from C3! Here’s another installment of our Calabrio Customer Connect (C3) 2018 Speaker Spotlight series. Rob Morrissey, senior manager of partnerships and emerging products at TD Ameritrade, will be sharing how his company is using artificial intelligence to manage customer interactions and why contact centers […]

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How to Use Call Center Games to Improve Agent Performance

Gamification’s ultimate goal might be superior customer experiences resulting in more satisfied and longer-term customers, but the way it does this is through modern agent engagement that leverages gaming science and psychology to increase agent productivity while reinforcing positive behaviors. How? By motivating agents to meet or exceed expectations by completing specific objectives and outpacing […]

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How Call Centers Use Desktop Analytics

Mention “desktop analytics” to contact center managers or agents, and a shudder might be the response you get. Unfortunately, many people still equate desktop analytics with Big Brother watching over them to monitor unsanctioned use of company equipment and time—and whether or not they spend too much time on Facebook. There probably are companies that […]

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C3 2018 Speaker Spotlight: Q&A with Ankur Shah, LendingClub

Calabrio Customer Connect (C3) is just around the corner! Check out the latest installment of our 2018 Speaker Spotlight series. Ankur Shah, senior manager of operations analytics at LendingClub, will be sharing how to use Calabrio WFM to drive efficiencies in back office environments during C3 2018, September 10-13 at the Gaylord Opryland Resort & […]

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