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Lucky Seven! Calabrio Named a Top Workplace Seven Times Running

When nominations opened for the 2020 Star Tribune Top Workplace rankings in January, no one anticipated the changes that would impact us, come March. In just two months, our focus on nurturing a human-centric workplace faced an entirely new challenge when we pivoted to a 100 percent work-from-home model due to COVID-19.   I have titled this blog post “Lucky Seven” but it is of course […]

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Helping a community in need: Our outreach efforts in the Twin Cities

For our Calabrio employees, the recent events in Minneapolis have special significance. The Twin Cities is home to our U.S. headquarters, and we wanted to help out as our community dealt with changes. Below is a summary of Calabrio’s community outreach efforts in May and June 2020. We’re proud of every Calabrio member who pitched […]

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5 Ways COVID-19 Shifted Customer Expectations

You’ve probably heard industry experts talk about how customers expected more from contact center representatives during the COVID-19 pandemic, and how many of those changes are here to stay. We’ve heard that, too. But what exactly do they mean? After all, customers always have had high expectations for the customer service representatives they entrust with [...]
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Moving to the cloud: Real world advice

Over the past several weeks we’ve been hearing from a lot of you about the challenges that you’re facing due to COVID-19, especially as it relates to things like maintaining business continuity, having to rapidly deploy and manage a remote workforce, maybe adding new capabilities to address new problems, etc. For those of you that […]

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Call recording: Back to the basics

Call recording is one of the core requirements for contact centers. With voice still being the most critical and main channel used, being able to securely and reliably record calls no matter where the agent sits is a must—especially in today’s environment. In addition, something we’ve all experienced recently, being able to rapidly respond and […]

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How to create an effective scorecard for remote agent activity

Scorecards are a visual display of performance. They typically compare business goals based on key performance indicators that are necessary to achieve long term results. A business can decide to break a scorecard down by team, individuals, or both depending on the outcome they are looking for. But sometimes, scorecards can get unwieldy. Older, manual [...]
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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way – a Weekly Update (Week Eight)

As I write this, it is hard to believe we are almost to June already. We are nearly halfway through 2020 and it feels like we have accomplished so much with having to pivot, face new challenges and most importantly stay safe. Yet it can be easy to forget these achievements with the vast majority […]

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How to train remote workers in the art of empathy

In our current work and world climate during COVID-19, many businesses find most of their workforce in an unprecedented situation; forced to work from their own homes. While many of us have lived through business and work crises of varying degrees, no one can reference a prior global pandemic for communication to employees. Understanding how […]

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