Call center leaders use key performance indicators (KPIs) on quality management evaluation forms to review and document the work of call center agents including how they handle calls. When used to their full potential, these forms embody a contact center’s most important objectives. These include the ability to track KPIs, maintain the gold standard of [...]

I got my start in contact centers by taking customer service calls. It was the late 90’s, and Titanic was dominating the box office. MMMBop was a huge hit, and Third Eye Blind ruled the charts. A lot of things have changed since then (like my hairstyle and affinity for wearing Jorts), but some things […]

In an industry making great strides with big data, analytics, AI and ever-expanding digital pathways and possibilities, we should always keep sight of one thing: customer service organizations adopting Workforce Engagement Management (WEM) solutions put people first. Their businesses must operate with the customer and customer service agents at top of mind, providing an adaptable, […]

With workforce optimization (WFO), figuring out why something happens is just as important as figuring out what happened. In fact, sometimes the “why” is even more revealing than the “what.” That’s what Radial (a bpost group company) discovered when it ran into a problem with its customer experience: they knew agents were using what they […]

We’re often asked what makes Calabrio a top workplace for Minnesota’s sharp, inventive Software-as-a-Service (SaaS) developers—what really sets us apart from all of the other SaaS technology companies in the state. Our answer? Three key things. The chance to develop and hone high-demand agile development skills while working on a highly rated, award-winning SaaS technology. […]

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product. The acquisition was the ideal next [...]

  Read along through the transcript of this helpful video about KPIs (Key Performance Indicators) Like most organizations, Calabrio measures many things to examine our performance...  things like sales revenue, CSAT scores, employee retention, and M&M consumption. Yes, I just said M&M’s consumption. Employees here at Calabrio consumed 346 pounds of M&M's last year. But [...]

As 2019 draws to a close, Dave Hoekstra predicts an exciting road ahead for Workforce Management. While innovations like Artificial Intelligence and Analytics have the power to transform CX, they should be easy to use and understand. Read on to discover 3 ways to master the art of simple sophistication. Over the past few months, [...]