Measuring KPIs has always been a central task in workforce management, so honestly, what can gamification add to this? Isn’t it just another buzz word without any actual news value, much like the absence of clothes in the children’s tale, 'The Emperor's New Clothes'? We probably all know people addicted to Candy Crush or youngsters [...]

A couple of weeks ago I attended the “Close Network for Contact-Center-and-Customer-Services Managers” in Sweden. “Close” is the largest and most professional manager network in Sweden and a great forum for discussing challenges with experienced people in the same profession. It´s always interesting and fun to meet counterparts and learn from their challenges and processes. [...]

“Measure twice; cut once,” is a carpentry expression that recommends measuring pieces to be cut several times before actually proceeding. Obviously, if wrongly measured then cut, the action cannot be “uncut” or undone, thus wasting resources. The corresponding parallel in the contact center world is forecasting. In statistics, it is said: “Forecasts are always wrong, [...]

When working on the Calabrio WFM solution lately we have had a lot of discussions on the complicated topic of user intervention and psychology of the user when running systems. There is always a risk associated with doing things completely in the background without any user intervention. With software being able to make better decisions and [...]

Succeed in identifying escalations with calabrio analytics When a leading clothing retailer for men saw a rise in call escalations, the company knew it had to get to the bottom of why agents weren’t handling calls themselves. After all, a call escalation diverts a supervisor’s focus away from other important tasks, and agents should be […]

“I need to know how many calls were fielded from East Coast customers during the past six months who were having problems with their check cards. Oh, and I want to know which of those calls were from customers in our loyalty program, and how many were men between 35 and 44, and which wear […]

New never gets old. At Calabrio, we like the surge of adrenaline that comes when new solutions and services spring to life. We’re proud to be at the forefront of change and innovation. It’s no surprise that the contact center industry continues to grow as organizations around the world realize the tremendous value that can […]

CUG 2013 As I sit down to write my summary of the 2013 Calabrio User Group (CUG) National Summit, my thoughts center on how much we have accomplished as a company with the support of such extraordinary customers. Calabrio customers have been truly integral to how far we’ve come in 6 short years. When we […]