As companies embrace digital possibilities to empower their workforce and re-define the customer experience, Magnus Geverts takes a closer look at what’s next for WFM.  Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact center freedom For many years, contact center leaders have viewed [...]

Constant change and the viral power of social media demand new levels of adaptability from organizations today. Nick Smith at Calabrio shows how to gain control by applying workforce management (WFM) principles to influence company culture and protect corporate reputation. Increasing industry consolidation, decreasing customer loyalty and the viral power of social media are just [...]

IT professionals are easy to please so why is life so complicated?  Dave Hoekstra at Calabrio explores the niggling doubts that can get in the way of building an efficient Workforce Management (WFM) framework. IT professionals are easy to please. When it comes to WFM, they just want four things: peace of mind ie that […]

As a contact center professional, you know the critical value that exceptional customer experiences powered by call center quality monitoring deliver to your company’s brand and bottom line. Case in Point: From 2012 to 2017, the top 10 brands surveyed in KPMG Nunwood’s annual Customer Experience Excellence study achieved 10 times the revenue growth of [...]

In the race to maximise productive agent time, contact centres increase the risk of employee burnout and diminished customer experience.  Ben Willmott at Calabrio advocates the comfortable middle ground using automated Workforce Management to improve agent occupancy and reduce shrinkage.   Utilising agent time in the contact centre is rather like finding the right KPIs.  […]

There’s no way around it: technology will continue to enhance the business landscape and companies will need to innovate in order the stay ahead of the competition. As artificial intelligence (AI) and other technologies become more common, customers are conscious of the shift, making it more important than ever for contact centers to quickly adapt [...]

Statistically, the majority of contact centers still use manual processes to adjust their intraday workforce scheduling but why play a constant game of catch-up? Dave Hoekstra of Calabrio outlines 5 reasons to invest in real-time management to balance the workload, achieve service levels and mop-up agent idle time. Intraday Management?  Real-Time Management?  Call it what [...]

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. That’s why we were thrilled to see Calabrio customer Idaho Central Credit Union (ICCU) named runner-up in the “Best in Class Contact Center, 100-199 seats” category in the […]