How Dynamic Availability Helps with Part-Time Agent Scheduling [Video]
Give employees the flexibility to choose when they want to work without increasing your administrative overhead. Watch this video from the Calabrio Academy to learn how to use dynamic [...]
Visualizing Call Center Analytics Tools In Action [Infographic]
Analytics tools reveal insights hidden in the call center and unlock the value of “big data.” For the typical multi-channel call center, capturing and analyzing customer interactions across all [...]
How Agent Follow-up Can Increase Customer Retention After a Bad Experience [Video]
When a customer has a bad experience, it is often up to the contact center to turn the relationship around. Watch this video, brought to you from the Calabrio Academy, to discover five concrete [...]
Top 4 Ways to Elevate Agent Engagement in Your Contact Center
If you think you’ve been hearing more about agent engagement—aka “workforce engagement management (WEM)”—lately, you’re probably right. With the increasing focus on the customer experience, [...]
What It Means to be an “Intelligent” Contact Center
Google the term “intelligent contact center,” and you’ll see it’s been used for years, but its definition constantly evolves and usually is widely disputed. To muddy the waters even further, [...]
Top Workload Stressors for Call Center Agents
In a late 2017 study by Meditation at Work, the top three sources of overall workplace stress were identified as:1 Workload — 36 percent People issues — 31 percent Work-life balance — 20 percent [...]
