When it comes to reaping the full benefits of self-service, it is about planning and a well thought-out strategy. Annica Ronquist, Head of Global Customer Operations and Services at Teleopti, outlines 5 top tips for self-service success. One of the common myths associated with self-service is that it reduces the number of calls coming into [...]

It has been a great week at Enterprise Connect and one thing is clear—the contact center is primed and eager to make the move to the cloud. We’re seeing the demand for Contact Center as a Service (CCaaS) platforms increasing, as more and more brands recognize the important role the contact center plays in both […]

In the last few years, we’ve seen companies—old and new, large and small— across every major industry fundamentally shifting the way they do business to be laser-focused on the customer. They have come to realize that “the age of the customer” is more than a phrase, it’s a business reality, and they’ve learned that: The […]

Companies often take a reactive approach to important decisions about their customers because “hindsight is always 20/20.” The problem with hindsight is that it doesn’t always help brands fix issues until it’s too late. To help stay ahead of problems, many companies are employing speech analytics in their contact centers to look at their customer […]

Connor Bourke, CEO of Optima WFM, a leading provider of managed WFM services, returns with his second guest blog for Calabrio this week. Connor explores the 22 signs that your company is in need of a WFM solution. A successful contact center can’t run on uncertainty or guess work. ‘That’s just the way it is’ [...]

A new Intel survey shows that more businesses are seeing the security advantages of the cloud—and rapidly shifting sensitive data and business-critical functions to cloud-based solutions. Intel Security’s February 2017 survey of more than 2,000 cloud security professionals found that “trust and perception of public cloud services continues to improve year-over-year,” with those who trust […]

Once again the blog turns its focus to more technical matters as Robin Karlsson, Technical Lead at Teleopti, offers us the second part in his ‘How best to use Calabrio WFM’s API’ series, focusing on agent information. In the first blog of this series we showcased how to make the initial connection with the API […]

There is inherently nothing wrong with using Excel spreadsheets for scheduling, especially if you are a small contact center with few agents. However, as soon as your agent count goes up, costs and service-levels problems seem to go up as well  – and often exponentially so. The overwhelming majority of contact-center costs is related to [...]