In Gartner’s recent report “Future of Work Trends: Work Is Distributed,” analyst Helen Poitevin outlines how distributed work implies “significant degrees of flexibility in how work is organized — who is involved in what work activities; and when, where and how it is getting done.” Flexibility is so significant in this new world of distributed [...]

Ross Daniels at Calabrio looks at the recently published 2022 Agent Management Value Index Report from analyst firm Ventana Research, for insights into how to structure software selection processes – to help organizations pose the right questions to get the right answers. In its recent report, Ventana Research came to the conclusion that, “The pandemic [...]

Gary Chapman became a relationship guru with his 1995 book, “The Five Love Languages.” In it, the experienced marriage counselor outlines five ways to express and experience love, which he calls “love languages”: receiving gifts, quality time, words of affirmation, acts of service (devotion) and physical touch. Chapman uses the analogy of language for his [...]

Standing in the first part of a new year, there is a new chance to evolve your contact center. Our CEO, Tom Goodmanson, recently identified some of the major trends that we've seen leading into this year. I wanted to highlight a few of those trends, and show how enhancements in Business Intelligence can help [...]

If you have sports fans, or family of sports fans, working in your contact center, the biggest topic of conversation in your team this week will likely to be around the upcoming big game. Every February, players run around a patch of grass in search of their ultimate reward. This end result is the culmination [...]

In today’s environment — where contact centers have shifted to remote/hybrid work, agents are leaving jobs in droves as part of “The Great Resignation,” and customer interactions are exploding in number while becoming more complex and omnichannel. More than 59% of organizations are taking steps to prepare their teams for automation. Their thinking is that [...]

In my last article I discussed how to keep things simple in contact center operations and introduced the importance of incorporating a human-centered approach to operational thinking, processes and technology. Now it’s time to take a look at how to translate theory into practical steps for success. Read on to explore some helpful tips to [...]

Many believe modern contact centers have become far too complex. In a world where ‘work from anywhere’ has become the norm, how do organizations manage the efficient scheduling and forecasting of their staff while keeping teams connected and meeting service levels? The growth of digital platforms has merely increased complexity but not necessarily for the [...]