Moving to a cloud call center can prove particularly valuable with virtually limitless resources; fast, cost-effective scalability to accommodate seasonal changes and sustained growth; and access to new or more robust technology such as customer interaction analytics.  Yet, despite the many benefits, concerns about data security–and the cost and effort to migrate data to the [...]

SWPP Annual Conference is being held on April 23 – 25 at the Omni Nashville Hotel in Nashville, TN. Whether you’re a workforce management veteran or new to the industry, SWPP has over 60 sessions across all skill levels. We’re looking forward to exhibiting at the conference and showcasing our latest version of Calabrio ONE. […]

New business models and organizational change have put the debate over centralized versus decentralized workforce planning back on the table. Kanogo Njuru at Calabrio advocates a balanced approach using Workforce Management (WFM) technology to blend all types of service organizations. In the past, workforce planning was often managed by local teams out in the field. [...]

No one ever said working in retail was easy. There are long hours, narrow margins, heavy competition and the threat of loss at every turn. You spend most of the year in the red, hoping for a big holiday season, and sometimes it doesn’t happen. Succeeding in retail is tough, and these days it’s even […]

Could your contact centre use a spring refresh? We’ll be in beautiful Warwickshire at The Forum’s Customer Strategy and Planning conference 8 & 9 April sharing ways that contact centres can reinvigorate their customer experience. We’re excited to be showcasing the new look of customer experience intelligence with our newly redesigned analytics-fueled Calabrio ONE suite. […]

Competition in the insurance industry is fierce. With providers vying to win and retain customers at a dizzying pace, many standard business practices fly in the face of these efforts, doing irreparable damage to the relationships with these hard-won accounts.  According to Xpertdoc,1 nearly all insurance customers who reach out to a carrier via telephone are […]

Calabrio ONE’s seamless integration with Amazon Connect allows you to deliver a higher quality, more consistent customer experience across every channel and leverage the voice of your customer to uncover insights that drive value across the business. Watch this video to learn how we’re working with Amazon Connect to provide powerful customer intelligence for your cloud-based contact […]

Erlang C has been a WFM firm favorite for decades. Now there is an alternative. Rebecca Philp at Calabrio explains the differences and five advantages of Erlang A. For many years, contact centers have used the Erlang staffing calculator to forecast how many agents they require to meet agreed service levels. Calculations are based on [...]