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Basic, vital principles for successful WFM

From my perspective, workforce management (WFM) is more than just a software tool – it is an entire business-process solution. For this reason, it is vital that organizations include everyone in supporting the WFM process. WFM managers, resource planners, users: success cannot be achieved on your own. You need a strong sponsor within the organization. [...]
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Frequent upgrades make for better products

Even in the days of the old waterfall model , one of the key factors of success was to identify issues and defects as early as possible so as to minimize remedial costs. But what if the wrong product is being made in the first place? This is a quality issue which is much harder [...]
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Gaining user experience for improving business software

How often have I not heard comments from fellow developers, like: "That's designed for consumers; we make business software." What this implies is that users of business software tolerate a lower usability level. Yet, when you come right down to it, both consumers and business workers are basically people using software. Admittedly, these target groups [...]
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Get your agents on board

One of the most controversial issues in a contact center is the scheduling of shifts, especially when a center works outside the regular nine-to-five working hours and weekends. Then we have to deal with evening shifts, and very often, overnight shifts as well. Generally these are not very popular with agents. They’re off when most [...]
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The Rise of the Millennials

No. This is not the movie sequel to “Rise of the Planet of the Apes”. Who are "the millennials" and why should you, as a contact center manager care? The millennials, better known as “Gen Y,” are young persons with birth years ranging from the early 1980s to the early 2000s. This is the first [...]
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Gamification – What’s new under the sun?

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 [...]
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Customer expectations change quickly

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. [...]
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Forecasting: Measure twice; cut once

“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, [...]
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