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How Much Is *Too Much* Downtime for a Cloud-Based Contact Center?

There is no business strategy without a cloud strategy. The adoption and interest in public cloud continues unabated as organizations pursue a ‘cloud first’ policy for onboarding new workloads.” —Milind Govekar, Chief of Research at Gartner One of the main benefits of cloud technology is that your application constantly improves. As a cloud customer, you [...]
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KPIs and Transparency Are Key to Coaching Contact Center Agents

There are a few people who are natural agents and innately know how to deliver a great customer experience (CX). Most people, however, need to be trained and coached. This is particularly true because great service means something different to most companies and consumers. And since these differences exist, the key performance indicators (KPIs) that [...]
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Calabrio Analytics: The Way to Greater QM and CX Success

If you use Calabrio Quality Management, you’ve proven how committed you are to increasing your contact center’s operational efficiency, improving customer service and motivating agents. But you’re still only at the beginning of the data trail that leads to the all-important voice of the customer (VoC). And if you don’t bolster Calabrio Quality Management with [...]
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Power Up for C3 with Calabrio Customer Josie Trimnal, Grand Canyon Education

After two years of being apart, we are excited to bring Calabrio Customer Connect (C3) to the Gaylord Palms in Orlando, Florida, from September 26 to 29. To get you fired up about the event, we're spotlighting a longtime Calabrio customer who will be in attendance. Hear from Josie Trimnal, Quality Assurance System Administrator/Calabrio Administrator, [...]
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The Rise and Fall of Manual Quality Management

When it comes to habits, Do you begin each day with a cup of coffee (or two)? What about screen time? If you were to calculate your habits and categorize them as “good” or “bad,” which grouping would be bigger? Habits are good if the contribute to consistent positive behaviors. But in the workplace, they [...]
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Calculating Occupancy Rate in Contact Centers

Download Transcript Along with other essential metrics used to monitor call center efficiency and performance, occupancy rate is vastly important. With the rise of virtual contact centers, leaders need to stay on top of customer interactions and understand the time agents spend resolving customer inquiries. This has become a bigger challenge with the digital transformation [...]
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7 Tips for Preventing Agent Attrition

Omnichannel contact centers are the future of customer service, and agents are critical to their success. In an ever-changing landscape, frontline workers continue to handle an average of 14.4 additional omnichannel interactions per day, compared with nearly two years ago. But as customer expectations rise and more channels emerge in contact centers, agent stress levels [...]
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Essential Principles of Quality Management

Measuring quality is paramount to the success of the contact center. As more businesses provide digital services, many consumers interact only with contact center agents and, therefore, prioritize a seamless digital experience. What that means for your contact center is ensuring quality has never been more important for retaining happy customers. That's why leaders need [...]
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