CONTACT CENTERS ARE LIKE GIANT CANDY STORES FULL OF RICH, TEMPTING CUSTOMER DATA. JIM DAVIES SHARES FIVE DELICIOUS TIPS FOR MASTERING EFFECTIVE DATA COLLATION AND OPTIMIZATION. I remember the good old days when sweet shops existed on every street. The walls were lined with shelves, filled with large plastic tubs of our favorites—rhubarb and custards, [...]

Make the Most of Your WFM Forecasting Process The forecasting process in a contact center is the single most important thing to do if efficiency and accurate reporting are the top goals. An accurate forecast informs every single aspect of the contact center and ensures that budgets, staffing, and CX will be properly addressed. In [...]

Why—and How— to Use AI, Machine Learning, and Analytics to Empower the Contact Center as a Brand Guardian The contact center is still the primary pressure-release valve for customers. And that pressure holds tremendous value. Customer frustrations reveal early warning signs of large-scale issues and brand risk. These insights can help contact centers rapidly fix [...]

THE TIGHT LABOR MARKET HAS COME FOR THE CONTACT CENTER Presented in Collaboration with our Partner, Amazon Web Services You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Even in a remote/hybrid workforce, contact center leaders (if they’re paying attention) can see when their employees are slipping. Next step—attrition. In this [...]

Making smart financial decisions can be challenging. Many people don’t know where to start, what it takes to achieve their life goals, or whom they can turn to for advice. That’s where GreenPath Financial Wellness comes in. GreenPath is a trusted national nonprofit that provides financial counseling services. They have spent over 60 years empowering [...]

Market-defining Gartner analyst Jim Davies has joined Calabrio after more than two decades helping companies integrate voice of the customer (VoC) insights into customer experience (CX) programs. His experience ranges from customer relationship management (CRM) to workforce engagement management (WEM), workforce optimization (WFO), and more, with connections spanning top contact center leaders across the globe. [...]

Contact centers have a great need for as many agents as the budget allows. How do you solve staffing issues by bringing in talented people without breaking your budget? The answer is clear: part-time agents. What are feasible ways to cultivate successful part-time agents? This is the problem that Dave Hoekstra, Product Evangelist at Calabrio, [...]

Two mistakes—and three tips—for contact center analytics success Across the last three years of our State of the Contact Center survey and report, surging adoption of analytics (along with AI and machine learning) has remained a consistent trend. Our 2020 report showed that analytics adoption quickly jumped up above 50%, and Forrester says the majority [...]