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Your Contact Center Superhero

Your contact center is a superhero? You might be surprised—after all, contact centers are often: Under-valued by the larger organization Under-funded Viewed purely as a cost center The first place budget is cut when the need arises And staffed by entry-level employees Not exactly the standard definition for a superhero. But for customer-centric organizations, the […]

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Why Self-Service is the Future of Customer Engagement

As consumers, we all love the convenience of online self-service. We can buy products or find information online, 24/7, in our PJs, from our patio, if that’s what we want do. We’ve come to expect immediate gratification via electronic service delivery. Yet the more we progress technologically, the more personally disconnected we become. We’re more […]

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Why Contact Centers Aren’t Ready for Omnichannel

The potential of “omnichannel” when it comes to contact centers is undeniable. Your customers prefer different modes of communication—phone, email, chat, social media… Let them choose how they connect with and receive support from your contact center agents, and you score high for ease of doing business, right? But omnichannel can have a dark side. […]

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The evolution of WEM: goodbye traditional operational management – hello engaged, well-managed employee

Earlier this year, Gartner, the research analyst firm, changed its Magic Quadrant evaluation category from Workforce Optimization (WFO) to Workforce Engagement Management (WEM), highlighting an adjustment in what they view as important for the Contact Center industry. Such a renaming and refocusing goes hand in hand with the needs and values that we here at [...]
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New Term – New Customers

Starting a new term feels full of promise.  Ben Willmott at Calabrio, considers how contact centers can match service to today’s new young consumers - tomorrow’s big spenders Young people today make up the fastest-growing and most influential group of consumers and it’s high time we took notice of them and really listened to what [...]
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How Analytics Technology is Changing the Contact Center

The contact center as profit driver keeps popping up on lists of top business trends for 2016. Surveys show 3 in 4 organizations now view the contact center as a key differentiator—no longer just a cost center. Despite this big talk, most organizations are doing a terrible job of extracting business value from their contact […]

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C3 Preview: Customer Engagement Starts with the Workforce

This week is International Contact Center Week, and it’s all about celebrating contact center agents and their hard work on the front lines of customer service. So, it’s only fitting that this is the same week we announce our upcoming Calabrio Customer Connect (C3) conference and speaker lineup. C3 is our annual user conference, and […]

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The Simple ROI of WFM

How can you leverage WFM to make quick-and-easy wins for your return on investment (ROI)? I'd like to share a couple of quick-and-easy, real-world scenarios that immediately will turn into wins for your contact center. Shave the Payroll! Assume that everyone in your 100-agent contact center works a 40-hour work week. How often do you [...]
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