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The smart approach to resolving complexity in contact centers

Contact centers have been investing in sophisticated, omnichannel technologies for well over a decade. The shift to the cloud has also been happening over time and accelerated significantly in early 2020. Our own research found that 90% of contact centers said they were aggressively investing in new channels, automation and analytics tools — while 68% [...]
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3 ways to win the technology tug-of-war

In our last blog, we revealed how customers crave speed, convenience and emotional empathy when interacting with their favorite brands, a paradox that threatens the status quo of today’s contact center. These double-edged customer expectations also present a unique opportunity to empower agents and enhance CX. In this blog, we throw the spotlight on technology [...]
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How to embrace the double-edged expectations of your customers

For brands and businesses seeking to navigate rising customer expectations over the past year, an interesting paradox has emerged: consumers now seek the gold-plated speed and convenience of the e-commerce world but they aren’t willing to sacrifice the human touch. This reflects the findings of a PricewaterhouseCoopers consumer survey which revealed the four most important [...]
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How Generation Z employees will save the world

Every generation brings to the workplace a set of characteristics that are shaped by the events and cultural norms of the day. Take Generation Z, Gen Z or Zoomers as they are fondly called. Born between 1997 and 2015, this generation accounts for nearly 25% of today’s workforce. While it shares the advantages of being [...]
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Work-life balance is still a big problem for contact centers

The hardest part of any contact-center business is balancing what employees need against what it takes to keep customers satisfied. Contact center leaders run into the same dilemma time and again: how to balance a business model that may demand 24/7 customer service against the work-life commitments made to agents. This constant push/pull scenario puts [...]
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A glimpse into 2022: How can contact centers plan ahead?

Hybrid working, The Great Resignation and digital transformation are buzz terms that swarmed the contact center industry in 2021. Yet, perhaps the word “buzz” does them a disservice. Each represents a significant trend that goes beyond the day-to-day operations of many organizations. One thing is true - such a profound period of change has proven [...]
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Agent wellbeing: Flexibility is about more than where an agent works

The pandemic made workplace flexibility a key strategy for leaders looking to preserve — even strengthen — customer satisfaction and contact center operations during a time of great upheaval. Agents benefited, too, with most enjoying the freedom and improved work-life balance remote work provided them. They enjoyed it so much, in fact, that organizations now [...]
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5 ways workforce management can save you money right now

As a contact center leader, you need to consistently meet customer service expectations while staying within budget. A key factor in achieving both objectives is effective management of your contact center resources. After all, these resources account for a significant part of your contact center’s full operating budget and are key customer satisfaction drivers. It [...]
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