Capacity planning isn't getting the attention it deserves, nor is it valued, as it should be and a real disservice to those who do it. The general perception is that "any" capacity planning process is valid and accurate. But in my opinion, even understanding the skill level required to create an accurate capacity plan is [...]

I sat down recently with Calabrio’s Margaret Potter, data scientist, to discuss the importance of data science and analytics to business. In this Q&A, Margaret shares her unorthodox journey to becoming Calabrio’s resident “math lady,” and why the people behind the tools are still the cornerstone of success when it comes to analytics. Q: Tell me [...]

Magnus Geverts at Calabrio says it’s time to wise up to the explosive growth of Chatbots while keeping human agents happy with effective workforce management Thanks to the rise of mobile texting and messaging apps, ‘chatbots’ or “chatter robots” are causing a stir in the world of customer service. In fact, Business Insider UK recently […]

The contact center environment is always rapidly evolving If there’s one thing I’ve learned from being in this industry for more than a decade, it’s that when things change, they change very quickly. At Calabrio, we like to stay ahead of the curve so we can meet our customers where they want to be tomorrow, […]

Recently, Facebook announced at its F8 developer conference that it would allow businesses to build “bot” technology for Facebook Messenger. Chatbots are equipped to answer basic questions from customers, accept orders, and provide general customer assistance. The theory is that companies can better serve their customers using bots because they will be readily available when needed. There’s even the notion that chat bots could […]

Today’s connected consumers are the ones driving the revolution in retailing. With the ever-expanding array of communication and social media platforms at their disposal, allowing them to research and shop anytime and anywhere, they often end up spending more than intended. However, with this retail revolution also comes new expectations and potential drawbacks. For instance, [...]

When it comes to making operations more efficient, most executives know they need to leverage data to identify areas of improvement. Data collection and storage is manageable, but executives can easily find themselves with a mountain of information and more questions than answers. How do you move from the collection phase to extracting insights and […]

Why trading your manual spreadsheets for an automated WFM tool is a wise decision! Rolling out a new workforce-management (WFM) system is scary – I get that! What’s even scarier though is holding on to rudimentary methods in a world where the ways of communication are constantly changing. It just doesn’t cut it anymore… Picture [...]