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User-focused innovation and the contact center

Following Industry Head at Google, Anna Mossberg’s, presentation about customer-driven innovation at the Calabrio Nordic Forum 2017, Alyssa Fishwick, looks back at the key lessons learnt and what actions contact centers could take toward user-focused innovation. When Anna Mossberg spoke about User-Focused Innovation at Teleopti’s recent Nordic Forum for customers and partners, she started by [...]
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Call Center Scheduling: Work Smarter, Not Harder

As the saying goes, “work smarter, not harder.” I often find that in the contact center world, extreme effort is linked to tasks that, while important, are still manual and tedious. Scheduling, forecasting and time management are some examples of tedious chores that no longer need to be completed through the use of time-consuming spreadsheets. […]

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Guest Blog: A WFM Epiphany: Leaving the schedule police behind

Having worked as a call center manager, Connor Bourkediscusses his own realization of the need to move from being the schedule police to creating a flexible yet fair system with WFM automation. Early in my WFM career, at which point I was myself working in call centers, I was a stickler for the rules. Agents [...]
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MiFID II: The Legacy Versus Cloud Approach

By January 2018, financial institutions will need to be fully compliant with the Markets in Financial Instruments Directive II (MiFID II) legislation. What does this mean? Well, in an effort to make financial markets in Europe more transparent and resilient, companies must prove that they have acted honestly and in accordance with client wishes. It […]

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C3 2017 Speaker Spotlight: Q&A with Jaslyne Halter, Contact Center Analyst II at Erie Insurance

(C3) is just around the corner! Check out our latest in the 2017 Speaker Spotlight series. Jaslyne Halter, contact center analyst II at Erie Insurance, will be discussing how to transition from a part time contact center into a fully functioning, 24/7 contact center with Calabrio Workforce Management (WFM) at the center of the change. […]

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C3 2017 Speaker Spotlight: Q&A with Cassy Dunn, Business Process Improvement & Program Manager, Paychex

We’re less than one month away from C3 and here’s another installment of our Calabrio Customer Connect (C3) 2017 Speaker Spotlight series. Cassy Dunn, business process improvement and program manager at Paychex, will present about change management and how the Paychex Center of Excellence is supporting employee engagement during C3, October 1‑4 at Red Rock […]

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C3 2017 Speaker Spotlight: : Q&A with Ellen Hatton, Risk Oversight Manager, J.D. Byrider

Here’s another installment of our Calabrio Customer Connect (C3) 2017 Speaker Spotlight series. Ellen Hatton, risk oversight manager at J.D. Byrider, will share her story of moving from manual quality assurance scoring and processes to Calabrio Quality Management (QM), October 1‑4 at Red Rock Casino Resort & Spa in Las Vegas. Name: Ellen Hatton Company: […]

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3 Ways to Ramp Up Call Center Quality Assurance

The benefits of a strong quality assurance program stretch far beyond the walls of the contact center. By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience. This ultimately leads to increased customer retention and loyalty. Technology has made huge advances in recent […]

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