Listen to Vasupradha Srinivasan, Senior Analyst at Forrester, and lead author of The Forrester Wave™: Workforce Optimization Platforms, Q4 2021, for interesting insights on market trends, challenges, and Forrester recommendations to implement a future-fit global workforce strategy.
To say there are increasingly new challenges today for contact centers is an understatement. The “great resignation”, the lack of funding, and the shift to cloud are making business as usual more complex. Download Calabrio’s guide to help.
With employees trying to thrive in an always on, work-from-anywhere (WFA) world, companies must keep them engaged and empowered. Enterprise CXI can help both HR and the contact center build a connected workforce.
As customer expectations change, contact center processes risk becoming more complex and confusing. Managing a hybrid contact center workforce for the long haul won’t be easy — and those expectations aren’t going away.
Every generation brings to the workplace a set of overarching characteristics that are shaped by the events and cultural norms of its day. What has worked for employees of past time may not meet the same needs for the current workforce of today – of which Generation Z makes up nearly 25%.
It’s never been more important for a business to get closer to their customers, understand their needs, and deliver outstanding customer experiences (CX). Buyers expect organizations to put the customer at the center of everything they do.
Having access to insightful dashboards that can alert you to issues that might be impacting customer service is just one example of how Calabrio’s Enterprise Customer Experience Intelligence (CXI) can help you stay in tune with dynamic conditions impacting the metrics that matter most to you.
Calabrio’s Enterprise CXI will help you understand the prevalence of billing issues, the top issues being mentioned, and the impact they are having on customer sentiment, NPS, and customer satisfaction drivers like repeat calls and escalations.
The modern multi-channel contact center has entered a Cloud-Smart Era. This next phase of cloud transformation moves from a reactive approach — solving urgent business problems with cloud-based solutions — to more proactive strategies for achieving key business goals.
Heightened customer expectations, greater compliance requirements and the transition of simpler tasks to automation have all combined to make the contact centre advisor’s role increasingly complex. Download to learn more.
Recent times have brought a lot of professional changes, with these changes came a heavy focus on ensuring employee satisfaction and engagement, but what about the managers? Watch the webinar to learn more.
The shift to remote work, rise of the cloud and development of customer expectations, among many other factors, means that in 2021, each stage of an agent’s journey with your organization must be re-evaluated. Watch the webinar to learn more.
Many are embracing the perks of remote working, yet from needing time to oversee third-grade lessons to the potential pause on training, there are challenges for even the very best customer service agent. Watch to learn more.
There is no universal playbook for putting analytics to work, but this short Ebook takes a look at nine ways that BPOs are using analytics today to take the CX to a higher level for their customer organizations.
Accurate, streamlined planning is the first step in ensuring your contact center is ready for rapid growth and optimization. Watch the webinar on-demand and learn more about scheduling in Calabrio’s NextGen WFM.
Calabrio surveyed 300 contact center professionals from a broad range of industries across the U.S. and U.K. to find out what the evolving world of work will look like in their organization. Watch the webinar to learn more.
In times of crisis, this is especially important. If your customers are concerned, anxious, or asking you to help them with a problem, it’s vital to ensure your agents have the right messaging in response.
The work-from-home contact center model has taken on new importance. Many companies are managing fully remote workforces for the first time, or even having to transition their contact center over to the cloud—fast. Watch to learn more.
Learn how cloud solutions have evolved in the contact center and read the top 3 modern reasons for switching to a cloud-based contact center solution.
Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. The scalability of our cloud platform allows for quick deployment of remote work models—and it gives our customers precise control over both operating costs and customer satisfaction levels. Our AI-driven analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support.