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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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Activity Notes: A New Way to Track Special Events in Calabrio WFM

While organizations are operating in various off-premises locations, the need for transparency, preparedness and communication increases. Our customers have been angling for an option to log actions that don’t fall within standard parameters. With this goal in mind, we’re launching a new feature for Calabrio WFM and Calabrio ONE customers: Activity Notes. The Activity Note […]

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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 Seven)

As we enter the last few weeks of May, countries, markets and businesses across the world are figuring out how we can safely return to our physical spaces for work, entertainment, school, shopping and more. When we started to work from home several weeks ago, there was no playbook. It is no different now that […]

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Why desktop analytics is a must for work-from-home agents, and beyond?

Remote work has opened new possibilities in how contact centers manage their workforce. However, it has also unearthed new challenges in keeping those employees engaged. Two resources, often mentioned in the context of tracking agent activity, are Desktop Analytics and Screen Recording. While both allow capturing of agent activity on-screen, there are large differences that [...]
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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 Six)

I want to start off this week’s column by thanking everyone who has been reading along here on the Calabrio blog, on TMCnet, and those of you that have reached out via email and social media to share your own stories. If only one lesson sticks with me (but believe me, there are going to […]

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