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 […]

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 […]

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 [...]

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 […]

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 […]

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 […]

Having worked in the contact center industry for many years, I’ve become very familiar with how important random call sampling is to quality assurance. It’s a practice that most, if not all, contact center leaders rely on to measure agent performance and ensure quality customer service. Still, it’s also rather limited in what it can […]

  Every company understands the critical importance of regulatory compliance.   The consequences of being found out of compliance with regulations such as HIPAA or Sarbanes-Oxley include lengthy audits, hefty fines, lawsuits and customer distrust. These ramifications are dire and can threaten the long-term viability of an organization. But even with the best of intentions, […]