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Unlocking Customer Engagement Through an Enhanced Agent Experience

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

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

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

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

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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GUEST BLOG: A WFM EPIPHANY: LEAVING THE SCHEDULE POLICE BEHIND

Guest Blog: A WFM Epiphany: Leaving the schedule police behind

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 [...]
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MiFID II: The Legacy Versus Cloud Approach

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 […]

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C3 2017 Speaker Spotlight: Q&A with Jaslyne Halter, Contact Center Analyst II at Erie Insurance

C3 2017 Speaker Spotlight: Q&A with Jaslyne Halter, Contact Center Analyst II at Erie Insurance

(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. […]

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