Springtime is traditionally a time of renewal, refreshment and rebirth. We think about spring cleaning our homes, offices, cars and anywhere else we have spent a lot of time during the long and often gloomy winter days.  And now that spring has sprung we see flowers in bloom, hear birds singing once again, and look […]

Imagine this scenario, a young woman is walking down the street on her way to work listening to music on her smartphone with her wireless headset while playing on one of her apps. When you think about it, this isn't some hypothetical story that is hard to imagine. It's our everyday life. We have become [...]

When you close your eyes and imagine a contact center, what do you see? Is it a dim and dusty room filled with rows of headset wearing agents, half-heartedly responding to customer complaints? Or, is it a buzzing and dynamic environment equipped with 21st century customer engagement and analytics technology that empowers businesses to predict customer […]

I recently gave a webinar entitled: "Adherence from a strategic and employee perspective." Adherence is one of the most important KPIs (Key Performance Indicators) of the customer-service industry. My aim then was, and is now, for contact-center managers to understand that decisions about adherence have an impact on forecasted need and attrition, team-leader administration and [...]

It’s time to open the possibilities of your contact center with an omnichannel approach Many of us rely on GPS navigation while driving to avoid getting lost on our way to a destination. However, a good GPS isn’t static; it will offer up alternate routes depending on things like traffic and road closures. Essentially, it […]

Make your collected data productive. Most executives know that collecting data is central to making operations efficient. However, the typical data collection systems don’t allow companies to extract the full value from that data. Companies have to stop thinking that collecting and storing data is enough. Whether structured or unstructured, the purpose of data is […]

Jeremy Hamill-Keays, Product Manager, Calabrio reveals the major headaches and explains how a cloud-based approach to WFM has all the answers With the IT landscape transforming at lightning speed, contact centers must keep up to remain competitive. According to the “Dimension Data 2015 Global Contact Centre Benchmarking Report”, “workforce management is one area in which [...]

Jeremy Hamill-Keays, Product Manager, Calabrio takes a look at how workforce management fills the gaps Running a successful contact center means being proactive and not reactive – once the level of service starts to drop it can often snowball, one delay leading to a bigger delay and so on. So it is important to be […]