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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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Calabrio Named a Leader in The Forrester Wave™: Workforce Optimization Suites, Q3 2016

Calabrio named WFO leader in 2016 Forrester Wave Workforce optimization (WFO), at its core, is how companies capture customer service interactions in order to increase agent performance and engagement, and provide superior experiences for customers. WFO is the enabling technology for how brands listen to the voice of their customers; the right WFO suite can make the […]

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Can Speech Analytics Deliver a Payback and Benefits?

Speech analytics is one of the most exciting and valuable applications to be introduced into contact centers in the past 15 years. It is the only application that converts phone conversations into transcripts, insights and actions. (Text analytics does the same thing for written communications like emails, free-form feedback from surveys, chat/SMS sessions and social […]

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Using Speech Analytics to Improve Your Contact Center

Speech analytics solutions gather insights into the performance of contact centers and other operating areas within an enterprise. These solutions analyze recorded conversations, which means that they “know” what is happening in the contact center and can often identify what needs to be done to resolve the issues. Contact center leaders can take advantage of speech […]

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