We’ve finally passed the tipping point when it comes to contact center cloud security: The apprehension that plagued it since its inception is dissipating as businesses of all sizes race to the cloud. Today, more than 75% of contact centers now have made full or partial moves to the cloud. And one-in-four are fully cloud-based.  The [...]

In the Final Part of Our Workforce Wellbeing Series, Calabrio's Ross Daniels Shares His Top Tips for Building an Effective an Effective and Happy Team In this workforce wellbeing management series, we’re bringing a magnifying glass to the current state of the contact center. We're assessing the rising stress levels in contact centers and creating [...]

What Is Average Handle Time (AHT)?  Average handle time (AHT) is the average duration of a customer call in a contact center. It starts from the moment a customer gets connected with an agent after waiting in a queue until the end of that interaction. This also includes all talk-time, hold time, and after call [...]

With stress levels in contact centers as a constant, Calabrio's Magnus Geverts discusses how to balance the needs of employees and the business with a fresh approach to agent self-scheduling. I have been in the Workforce Management (WFM) business for over 20 years and during this time, contact center leaders have again and again told [...]

So, you’ve decided it’s time to take your WFO solution to the cloud. That’s a smart choice—and one that puts business first rather than drain focus on IT infrastructures. But pause before you purchase because not all software offerings are created equal. There are many WFO providers marketing themselves as “cloud,” but who are not […]

Building an efficient contact center that solves a customer’s problem effectively the first time around while also keeping agents motivated is the ultimate goal of CX leaders everywhere. Success comes down to effective workforce planning – in its simplest form - ensuring enough of the right-skilled staff are in the right place at the right [...]

Part two of our Workforce Wellbeing Series, focusing on ways to improve the health of the contact center Embrace analytics to boost your workforce wellbeing strategy. Employee wellbeing is the key to providing exceptional customer experience (CX). Let's take a closer look at three reasons why you can’t afford to ignore the latest advancements in [...]

Part One of Our Workforce Wellbeing Series Focuses on Reducing Stress in the Contact Center Stress is a major barrier to success, and it is affecting everyone. Calabrio is campaigning to support improvements for people, processes, and technology to enable greater wellbeing across the contact center organizations. We feel that by prioritizing workforce wellbeing you [...]