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 […]

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 […]

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 [...]

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. […]

Having worked as a call center manager, Connor Bourkediscusses his own realization of the need to move from being the schedule police to creating a flexible yet fair system with WFM automation. Early in my WFM career, at which point I was myself working in call centers, I was a stickler for the rules. Agents [...]

By January 2018, financial institutions will need to be fully compliant with the Markets in Financial Instruments Directive II (MiFID II) legislation. What does this mean? Well, in an effort to make financial markets in Europe more transparent and resilient, companies must prove that they have acted honestly and in accordance with client wishes. It […]

(C3) is just around the corner! Check out our latest in the 2017 Speaker Spotlight series. Jaslyne Halter, contact center analyst II at Erie Insurance, will be discussing how to transition from a part time contact center into a fully functioning, 24/7 contact center with Calabrio Workforce Management (WFM) at the center of the change. […]

We’re less than one month away from C3 and here’s another installment of our Calabrio Customer Connect (C3) 2017 Speaker Spotlight series. Cassy Dunn, business process improvement and program manager at Paychex, will present about change management and how the Paychex Center of Excellence is supporting employee engagement during C3, October 1‑4 at Red Rock […]