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Quickly Deploy a Cloud Contact Center with Calabrio ONE, Twilio Flex Boost and Avtex

COVID-19 is impacting all dimensions of the workplace, from where we work to how we interact with customers and co-workers. It has highlighted the need for schedule flexibility as more employees work from home and are faced with other constraints such as school closures and childcare. With most companies in or moving toward a work-from-home […]

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Put empathy at the forefront of your customer service strategy

Now more than ever, it’s crucial we understand what challenges our customers are going through and develop ways we can help. The foundation of this process is listening and communication. The last few weeks has impacted us all in different ways. There is a heightened sense of anxiety and uncertainty as we deal with the […]

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What’s New in the World of Contact Center WFM

With so much going on in the world and many “fires” to put out, it’s tough to think about the future of our contact centers. But in case you want a break from the realities of COVID-19 and the havoc it is causing around the world, I am going to share some of my thoughts […]

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How to use Calabrio WFM to empower a remote workforce

Covid-19 is impacting all dimensions of the workplace from where we work to how we interact with customers and co-workers. Further, it has highlighted the need for schedule flexibility as more employees work from home and are faced with other constraints such as school closures and childcare.   This new reality gives us a lot […]

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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way – a Weekly Update (Week Two)

Last week I talked about how we at Calabrio are approaching the impact of coronavirus on our employees, as well as our employee-customer collaboration. Since then, we have seen a huge amount of engagement across our Teams channels, a reduction in the concern about working from home and rewarding online workshops with customers. Virtual meetups […]

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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way – a Weekly Update (Week One)

Let me start by saying this: Like most of us who share a C-suite title, we believe we are good leaders. Over 25 years of practice, I have learned a lot about leadership and I have also made my share of mistakes. But the challenges we are collectively facing—in keeping ourselves, our families, our communities […]

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Flexible Working: A 3-Point Plan for Contact Centers

Flexibility in contact centers means many things to many people. It usually means making life easier for agents, enabling them to strike the all-important work/life balance.  Or, it can apply to the automated technology that makes flexible working possible.  Most recently, another meaning has emerged that focuses on the growing trend for companies to increase [...]
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Getting to Why: How Superior Propane Increased Customer Retention by Extinguishing Contact Center Process Challenges

With interaction volumes and customer expectations concurrently exploding, the efficiency and effectiveness of a contact center’s processes can mean either delight or doom for downstream customer satisfaction ratings. It’s why Canada’s largest propane supplier since 1951—Superior Propane—continually reviews and improves the operational processes used by its contact centers. And, when they spot areas that could […]

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