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3 Ways Financial Companies Should Be Using VOC Data to Drive Revenue

Financial institutions are all about the numbers. Credit scores, income levels, tax brackets. You name a piece of big data and the financial industry has learned how to find it, measure it, slice it and dice it. Except when it comes to Voice of the Customer (VOC). VOC data has historically been extremely challenging to […]

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Much more than meets the eye: Repercussions of unhappy contact center agents

When it comes to WFM, there are some very important things that are generally not considered. What happens when contact-center agents, the frontline soldiers of your organization, are not happy? Traditionally, WFM adopted in the past has not been very accommodating to agents. Managers would create forecasts, plan and schedule – the latter often done [...]
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Top 5 Tips to Motivate Contact Center Agents

Your contact center agents are your company’s face to the outside world. They’re on the front-line with your customers every day—the employees you trust to maintain those critical buyer relationships. But the job of a contact center agent isn’t an easy one. And those roles are vulnerable to high turnover. It takes a special mindset to […]

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Unlocking Customer Engagement Through an Enhanced Agent Experience

In a previous blog post, we discussed how a solid customer engagement plan starts with an engaged workforce. In the contact center, this means agents who are not only armed with the right tools, training, and technology to best serve customers in every single interaction, but who are focused on building long-term, loyal relationships with […]

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Top 10 Takeaways from C3 2017

Calabrio Customer Connect (C3) 2017 is a wrap and we couldn’t be more grateful to our customers, partners and employees who helped make it a week to remember. Here are my biggest takeaways from this year’s conference: Measure what matters. If our goal is zero agent turnover, we need to reevaluate metrics and change the […]

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Calabrio Brings Business Intelligence to the Contact Center

Today’s best brands provide the ultimate customer experience. They take advantage of contact center data in order to better understand customers, all while ensuring that agents feel supported and engaged in their work. This week at Calabrio Customer Connect (C3), we debuted a new, integrated Calabrio ONE platform with unparalleled reporting and business intelligence capabilities […]

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User-focused innovation and the contact center

Following Industry Head at Google, Anna Mossberg’s, presentation about customer-driven innovation at the Calabrio Nordic Forum 2017, Alyssa Fishwick, looks back at the key lessons learnt and what actions contact centers could take toward user-focused innovation. When Anna Mossberg spoke about User-Focused Innovation at Teleopti’s recent Nordic Forum for customers and partners, she started by [...]
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Call Center Scheduling: Work Smarter, Not Harder

As the saying goes, “work smarter, not harder.” I often find that in the contact center world, extreme effort is linked to tasks that, while important, are still manual and tedious. Scheduling, forecasting and time management are some examples of tedious chores that no longer need to be completed through the use of time-consuming spreadsheets. […]

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