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How Increased Holiday Traffic is an Opportunity to More Deeply Connect With Customers

Black Friday is just around the corner. The highly anticipated shopping event brings major opportunities for businesses to drive revenue and customer loyalty. Last year saw the biggest Black Friday in history, with shoppers spending a record $5 billion online in the 24-hour period. And it’s not just online retailers who benefitted: while there was a […]

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7 Call Center Agent Training Nightmares

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 and keeping your agents up to speed should always be top of mind. According […]

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How Agent Follow-up Can Increase Customer Retention After a Bad Experience [Video]

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 to Save a Customer […]

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Calabrio Builds on Promise of Easy, Personalized and Smart Solutions for Enterprises

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 organizations to manage their fast-paced, sprawling contact centers. […]

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How to avoid the 5 most common mistakes in forecasting

According to Nick Brook at Calabrio, resource forecasting in contact centers needn’t be a complicated affair. Start by avoiding the most common mistakes and stick to the basics. Today’s contact centers are complicated beasts.  The people working in them are expected to be super-agents with multiple skills and knowledge.  While customers expect to receive consistent [...]
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3 Ways to Prepare Your Contact Center for Seasonal Staffing

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 experience. We all know the best way to create […]

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A Guide to Call Center Sentiment Analysis

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 can be dicey. Contact center analytics can run into the [...]
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5 Strategies to Improve Agent Experience in the Call Center

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 other. Leading contact centers know this, and—time and […]

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