It’s that time of year again: Customer Service Week! This year, Customer Service Week is being celebrated October 3-7, 2022, and there are lots of ways to celebrate this occasion—even on a budget! Take advantage of this time to amplify your customer experience by supporting your call center team. That’s why we decided to ask [...]

From virtual teams to car pooling, running a contact center today is complicated business but it doesn’t have to be that way.  Nick Brook at Calabrio reveals 7 ways workforce management solutions hold the key to smarter, flexible scheduling. Flexibility means different things to different people.  On the one hand, staff want more of it [...]

It may come as no surprise to you that contact center leaders still cite agent turnover as their No. 1 challenge.1 Despite concerted efforts by many organizations to deploy dedicated workforce management (WFM) initiatives to combat agent attrition, the 2016 U.S. Contact Center Decision Makers’ Guide estimated the average term for a customer service representative […]

Now, more than ever, companies are competing on customer experience and the emotional connections they can make with consumers as they deliver it. Brands recognize the importance of delivering consistent customer experiences, however, customer interactions are still largely spread across different teams and different, disconnected systems. We’ve all had the experience of something going wrong […]

At Calabrio, we are constantly inspired by how our customers are using the Calabrio ONE platform to drive real business change. We watch rapidly growing companies scale to meet the needs of their expanding customer base. We see customers tap into the voice of the customer (VoC) and use the data coming into the contact […]

The ways in which customers communicate with businesses is changing. This year, digital channel interactions are expected to overtake voice interactions for the first time, indicating a shift in customer expectations. To optimize the customer experience utilizing the channels customers want to use, companies must have digital self-service options. However, digital self-service goes far deeper […]

Calabrio Customer Connect (C3) begins tonight! We can’t wait to see you all there. Here is the last installment of our 2018 Speaker Spotlight series. Nicole Price, customer experience manager at Radial, a bpost company, will be presenting on leveraging Calabrio to drive First Contact Resolution, and separately on how to break down data silos […]

With only a few days remaining until Calabrio Customer Connect (C3), we’re highlighting some of our customer presenters on the Calabrio blog in a Speaker Spotlight series. César Martínez, planning and strategy manager at BanReservas, will be sharing tried-and-true methods for getting everyone on board when implementing a new WFO tool or replacing an existing […]