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How to engage and develop the digital workforce: 8 best practices

Whether it’s mixing up training tactics or remembering the vitality of voice, engaging and developing customer service agents has never been more important as it is in today’s digital landscape. Rob Clarke, VP of Sales in North America, reflects on eight interesting initiatives from this year’s Calabrio Americas User Forum. Aberdeen Group found that customer [...]
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London Calling: Amplifying the Connection at C3 EMEA

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 hosted our EMEA clients and partners at our Calabrio Customer […]

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Tortoise or hare – which one best describes your contact center?

According to Carlos Muñoz, contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates.  It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology.  Here, he explains how to build highly effective teams using WFM. Running a contact center takes [...]
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Celebrating Outstanding Achievements by Calabrio ONE Customers

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 continuous process that starts long before a sale is complete. Never-ending journeys […]

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Ideas for Celebrating Customer Service Week in Your Call Center

It’s that time of year again: Customer Service Week! This year, Customer Service Week is being celebrated October 7-11, 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 great work their agents and contact […]

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7 Steps to Smarter Scheduling in Contact Centers

From virtual teams to car pooling, running a contact center today is complicated business but it doesn’t have to be that way.  Nick Brook at Calabrio reveals 7 ways workforce management solutions hold the key to smarter, flexible scheduling. Flexibility means different things to different people.  On the one hand, staff want more of it [...]
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Advice from a Workforce Management Expert on Reducing Agent Turnover

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’ Guide estimated the average term for a customer service representative […]

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Connecting the Disconnected: The Promise of a Holistic Customer Experience

Now, more than ever, companies are competing on customer experience and the emotional connections they can make with consumers as they deliver it. Brands recognize the importance of delivering consistent customer experiences, however, customer interactions are still largely spread across different teams and different, disconnected systems. We’ve all had the experience of something going wrong […]

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