Blog

The integration and role of artificial intelligence into workforce engagement management solutions has become a key focus for many contact centres. Over the past decade, AI has been both a buzzword and a beacon of hope, promising efficiency gains and improved customer experiences. Yet, as our recent State of the Contact Centre research reveals, the [...]

As summer approaches, it's important to ensure that your contact centre is fully prepared to handle the increased demand while also providing your agents with the opportunity to enjoy their well-deserved vacation time. Failure to plan ahead and properly allocate holiday allotments can result in chaos for your contact centre. At Calabrio, we understand the [...]

UK Power Networks serves as the distribution network operator (DNO) for London, the South East, and East of England. Boasting an impressive network of around 46,000 kilometres of overhead lines, 138,000 kilometres of underground cables, and over 100,000 substations, they provide electricity to more than eight million customers. We had the pleasure of speaking with [...]

Trainline stands as Europe’s premier train and coach booking provider, offering a comprehensive solution for all customer travel needs. With access to routes, prices, and travel times from over 270 rail and coach operators across 40 countries, Trainline simplifies ticket purchases, saving customers time, effort, and money. Recognising the inherent stress of travel, Trainline prioritises [...]

Haier Smart Home leads the way in Europe's domestic appliance market. From washing machines to microwaves, they're synonymous with quality and innovation. We had the pleasure of speaking with Paul Gardner - Resource and Planning Manager at Haier Smart Home, in a recent webinar with the South West Contact Centre Forum and SVL, a contact [...]

In July 2023, the Financial Conduct Authority (FCA) introduced a comprehensive set of regulations aimed at improving consumer protection and driving positive outcomes for customers of financial services. These regulations apply to both new and existing products or services that are available for sale or renewal. By July 2024, the same policy will extend to [...]

In times of crisis, whether it be a natural disaster, a global pandemic, or unforeseen emergencies, contact centres play a crucial role in providing support and assistance to both customers and agents. These moments of need demand heightened sensitivity and proactive measures to ensure the well-being of vulnerable customers while also supporting the mental health [...]

The working models, customer needs, and service operations that contact centres must embrace are increasingly complex. In turn, the complexity of modern-day workforce optimisation (WFO) tools is substantial. As Contact Centre as a Service (CCaaS) vendors build out their own WFO portfolios, they are quickly coming to terms with this. Indeed, some prominent CCaaS providers [...]