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Automated assistants: 6 ways to simplify and supercharge your chatbot strategy

When combined with the latest Workforce Engagement Management (WEM) solutions, chatbots have the power to improve workforce flexibility, employee satisfaction and the customer experience all in one go. Reports indicate their influence is set to continue especially among the younger generation. Most recently, Calabrio surveyed over 250 contact center agents and discovered that more agents [...]
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What agents want in the era of “The Great Resignation”

You’ve likely heard much about the “Great Resignation” (or “Great Reshuffling”) lately. Essentially, employees are reassessing the impact of their jobs on work/life balance, mental health, and overall life goal fulfillment. No industry has been spared from this phenomenon – especially the contact center industry. A Gallup analysis early in 2021 found that nearly half [...]
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The contact center, simplified: 3 ways to turn theory into practice

In our last two blogs, we introduced the concept of adding simplicity to the contact center and outlined the major barriers to success. Along the way, we shared several simplification strategies including how to step-up staff engagement programs and refresh leadership skills. In this final blog in the series, we discuss how to turn theory [...]
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Simplifying compliance in the contact center

Nearly gone are the days of compliance being an afterthought in the contact center. Organizations are looking to the contact center as a catalyst for the greatest opportunity for change and improvement, and many are looking to start with some of the perceived greatest of obstacles. Historically, one of the many challenges to contact centers’ [...]
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What’s stopping you from simplifying your contact center approach?

In our last blog, we introduced the importance of adding simplicity to the contact center. We revealed how the trend towards flexible workforces can impact agent satisfaction, recruitment and retention as people threaten to quit their jobs rather than return to the office. With employee engagement as a top priority, we shared proven strategies to [...]
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Why simplicity in contact centers matters in an era of complexity

Just when we thought the new world of remote and hybrid work might make life easier, it has actually produced new complexities.  While frontline staff are united in their desire to meet rising customer expectations, they are also now divided by where they want to work.  This places immense pressure on managers by adding an […]

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How to close the gap between your business and your buyers

Brands in 2021 compete on experiences, how well we deliver on our brand promise to customers. As a marketer, I wholeheartedly believe the companies that win understand their buyers best, enabling them to adapt that customer experience accordingly. That’s why I was thrilled to partner with Calabrio on a recent live webinar along with Mary […]

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How to use rogue thinking to drive digital transformation

Rogue thinking is all about how businesses and executive leaders can challenge the status quo—rationally. It’s about thinking outside of the box while not making any reckless, uneducated decisions. It involves changing your mindset. For example, while traditional thinkers might be more profit-focused, rogue thinkers are customer-focused. Rogue thinking in the business world involves breaking […]

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