Keep it simple, that’s the message from Nick Brook of Calabrio when it comes to forecasting for multi-channel. Here are his top five tips. Customers expect service wherever and whenever they want it and in the channel of their choice - by phone, email, Chat, SMS and social media.  What’s more, they want consistency across [...]

Black Friday is just around the corner. The highly anticipated shopping event brings major opportunities for businesses to drive revenue and customer loyalty. Last year saw the biggest Black Friday in history, with shoppers spending a record $5 billion online in the 24-hour period. And it’s not just online retailers who benefitted: while there was a […]

When it comes to delivering a superior customer experience, superior agent training is key. Without it, companies suffer from disempowered or disengaged agents, an inflated number of call escalations, distracted supervisors—and the resulting unhappy customers. As a call center manager, getting and keeping your agents up to speed should always be top of mind. According […]

When a customer has a bad experience, it is often up to the contact center to turn the relationship around. Watch this video, brought to you from the Calabrio Academy, to discover five concrete steps agents can take in their follow-up to show the customer that your organization truly cares. How to Save a Customer […]

Complexity in the contact center impacts the bottom line. And customer service interactions are projected to increase not just in volume, but also in complexity over the next two years as the mediums for customer engagement are changing and expanding. Add to that the challenge for enterprise organizations to manage their fast-paced, sprawling contact centers. […]

Whether it's receiving consistent service or communicating through the channel of their choice, today’s consumers demand more from the modern contact center. This includes first-call resolution and easy access via phone, email, chat or SMS. Not only that, the people working in call centers are expected to be super-agents with multiple skills and knowledge. At [...]

If the holiday season is the most financially significant time of year for your company, then it’s also the busiest time for customer interactions in your contact center. Whether customers come to you for the first or tenth time, those interactions greatly affect their overall customer experience. We all know the best way to create […]

If you’re like me, you’ve misinterpreted more than your fair share of text messages because you couldn’t determine the intended emotion behind the words. Was the sender being serious? Sarcastic? Flippant? Unless you know the person—and their use of emoticons—figuring out what they really mean can be dicey. Contact center analytics can run into the [...]