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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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C3 2017 Speaker Spotlight: Q&A with Ryan Bradley, Director of Center of Excellence.

  With Calabrio Customer Connect (C3) 2017 fast approaching, we’re highlighting some of our customer presenters on the Calabrio blog in a Speaker Spotlight series. I connected with Ryan Bradley, director of the Center of Excellence at Erie Insurance, to talk employee engagement and data strategy. Ryan will be a part of our analytics expert […]

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Customer Service in the Next 5 Years – It’s all about Value and Experience

Customer experience to be a key differentiator: Five ways to ensure exceptional customer service from Ben Willmott at Calabrio In the next five years exceptional customer service will outpace products and price when it comes to corporate success.  Shep Hyken, in a Forbes article, quotes, “value and experience continue to trump price” as a trend [...]
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Calabrio Customer Connect (C3): The Must-Attend Contact Center Event of the Year

During my tenure at Calabrio, Calabrio Customer Connect (C3) has become the highlight of my year, and I couldn’t be more excited for this year’s conference, taking place October 1-4 at the Red Rock Casino Resort & Spa in Las Vegas, Nevada. I’m always energized to see our customers, partners and prospects from across industries—and […]

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Why It’s Never Too Early to Start Preparing for Seasonal Staffing

It might seem crazy to the rest of the world to start thinking about the holidays in August, but that is exactly what most contact centers are thinking about right now. In fact, contact centers—especially those in retail, travel and logistics—start planning for the next holiday season as soon as the current one passes. If […]

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