Employee attrition can contribute to increased operating costs. Tommy Palomäki at Calabrio explains why it pays to focus on CSR's (Customer Service Representatives) well-being using automated Workforce Management to inspire and motivate staff. Good customer service depends on experienced and knowledgeable employees, yet failure to retain these talented employees can have significant repercussions. Recent research [...]

Raw data pours into the contact center from every angle. From calls, to emails, to web chats and more, voice-of-the-customer data is used across the globe to help bridge the gap between the contact center and the rest of the organization. And, as the list of communication channels grows longer and more sophisticated, the data […]

Forecasting for the contact center is tough. Understaffed businesses can result in long wait times for customers and leave agents frustrated and even unmotivated. Customers may be forgiving of long wait times once, but don’t expect them to be forgiving if it happens regularly. On the other hand, labor costs are typically 70-80 percent of the […]

As contact centers continue to grow in both size and scope, so does the layers of management involved. Unfortunately, this also means that communication from the operational levels tends to get muddled.  It should come as no surprise that there are certain things that aren’t making their way up the ladder for various reasons.  Calabrio WFM [...]

As contact center professionals, we all understand the importance of workforce management tools and processes in ensuring that we have enough agents to work each shift. All too often our thoughts and attitudes towards this important function stop there. This means we are selling ourselves short in our ability to affect our organizations at large. […]

This blog is a little different than our usual WFM posts but we have some exciting news! Olle Düring, shares some insights around the possibilities the acquisition by Calabrio brings, how we together are on a mission to humanize customer and employee experiences. The importance of human connection in business has come back in focus [...]

The customer experience trend in recent years has reinvigorated the importance of human connection and elevated the contact center to a new level of importance. Contact center agents are the frontline of communication between the organization and its customers and can easily make or break a customer relationship. Modern contact centers must be able to […]

This is a guest post from Paul Stockford The advent of speech analytics in the contact center more than a decade ago opened a whole new world of operational insights in terms of really understanding what customers were saying. Well-trained analysts and data scientists were able to turn key words and phrases into usable customer […]