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3 Reasons Your Contact Center Needs to Go Digital

When you close your eyes and imagine a contact center, what do you see? Is it a dim and dusty room filled with rows of headset wearing agents, half-heartedly responding to customer complaints? Or, is it a buzzing and dynamic environment equipped with 21st century customer engagement and analytics technology that empowers businesses to predict customer […]

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Adherence – from a strategic & employee perspective

I recently gave a webinar entitled: "Adherence from a strategic and employee perspective." Adherence is one of the most important KPIs (Key Performance Indicators) of the customer-service industry. My aim then was, and is now, for contact-center managers to understand that decisions about adherence have an impact on forecasted need and attrition, team-leader administration and [...]
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Omnichannel is Here: The Case for a Digital Contact Center

It’s time to open the possibilities of your contact center with an omnichannel approach Many of us rely on GPS navigation while driving to avoid getting lost on our way to a destination. However, a good GPS isn’t static; it will offer up alternate routes depending on things like traffic and road closures. Essentially, it […]

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Business FOMO: You Might Have the Data, But is Your C-Suite Missing Out on Profitable Insights?

Make your collected data productive. Most executives know that collecting data is central to making operations efficient. However, the typical data collection systems don’t allow companies to extract the full value from that data. Companies have to stop thinking that collecting and storing data is enough. Whether structured or unstructured, the purpose of data is […]

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What’s keeping you from Workforce Management in the Cloud?

Jeremy Hamill-Keays, Product Manager, Calabrio reveals the major headaches and explains how a cloud-based approach to WFM has all the answers With the IT landscape transforming at lightning speed, contact centers must keep up to remain competitive. According to the “Dimension Data 2015 Global Contact Centre Benchmarking Report”, “workforce management is one area in which [...]
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Perfect Schedules and Pesky Peaks and Troughs

Jeremy Hamill-Keays, Product Manager, Calabrio takes a look at how workforce management fills the gaps Running a successful contact center means being proactive and not reactive – once the level of service starts to drop it can often snowball, one delay leading to a bigger delay and so on. So it is important to be […]

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The Vendor Experience: Why You Should Want More

Providing the best customer experience possible is at the top of every company’s priority list. Brands know that customers want personalized, proactive service that validates their purchase decision. Customers want brand interaction to be seamless and easy, and brands know that they risk losing their competitive advantage if they fail to deliver. With this pressure […]

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May the force…of mobility be with you!

Do you know how many times the average user checks his or her smartphone a day? It comes to a whopping 150 times a day! This explosive rise in mobile usage gives us the chance to stay connected 24/7. This also allows customers to shop and interact with businesses in ways that were unimaginable only [...]
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