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5 Important Workforce Management Software Considerations

What should you consider when evaluating new workforce management (WFM) software? Watch this video to learn five things in WFM that you may not realize make a big difference in managing your contact center.     Read the Transcript: Hi, I’m Kat Worman, Workforce Management expert here at Calabrio. Today we’re going to talk about […]

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8 Call Center Skills Agents Need to Succeed

Superb contact center agents are unique in many ways. In other roles, desired skillsets often are distinct and distinguishable—you may want someone who’s assertive, not passive. Or collaborative, not autonomous. But when it comes to contact center agents, such distinction blurs, and opposable yet desirable traits begin to meld. That’s because agents face many different […]

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Evaluating if the integration between your WFM & CX platform will be a big “Yes”

Join Dave Hoekstra, WFM Evangelist, as he enters the realm of customer service integrations. If you’re interested to discover the integration potential between your existing platforms and a new WFM solution, Dave offers Calabrio’s four key considerations. In today’s digital world, there are so many options to deal with. We are constantly bombarded with choices [...]
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It’s All About Connection: Calabrio Named as the Only Visionary in the 2019 Gartner Magic Quadrant for Workforce Engagement Management

Despite all the technologies evolving to support new channels for connecting companies to their customers, the heart of the customer relationship hasn’t changed. Customers rely on a business to provide them with the products they want or need, and when they trust that a company truly cares about them, they are more likely to be […]

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Make Sure Your Contact Center Agents Know You Love Them

Gary Chapman became a relationship guru with his 1995 book, “The Five Love Languages.” In it, the experienced marriage counselor outlines five ways to express and experience love, which he calls “love languages”: receiving gifts, quality time, words of affirmation, acts of service (devotion) and physical touch. Chapman uses the analogy of language for his […]

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Calabrio Talks Millennials in the Workplace at Call Center World 2019

This year’s CCW marks the 21st international conference and exhibition for innovative customer dialogue. We are thrilled to be participating in CCW 2019 at the Estrel Congress Center in Berlin next week, 19 – 21 February. Join our Senior Vice President and General Manager of Calabrio EMEA, Kris McKenzie, for his session, “Millennials in the Workplace: […]

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Radial + Calabrio: A Sentiment Analysis Success Story

Radial needed a better analytics platform to deliver more usable insights to internal agents and clients. The Solution? Calabrio ONE. In this video, Radial employees, Nicole Price and Robin Gomez, discuss their WFO must haves and share how Calabrio has helped them break down data silos and drive more positive, more supportive conversations with customers […]

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The whole organization is a customer service center – not everyone knows it yet!

Customer experience is today’s number one USP and it’s revolutionizing the way we do business. While the contact center remains the catalyst for service excellence, every single department must play its part. Rob Clarke at Calabrio sheds light on a few golden rules for corporate-wide customer service. When research and analyst company Econsultancy conducted a [...]
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