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How Haier Smart Home drives agent wellbeing and autonomy with Calabrio

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 [...]
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Prioritising customer needs: A look at 2024 Consumer Duty updates

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 [...]
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Best practices for supporting vulnerable customers in times of crisis

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 [...]
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Comparing Workforce Optimisation Options: All-in-One or Best-Fit Solution?

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 [...]
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PRESS RELEASE London — 10th January 2024 — Calabrio, today announced their acquisition of Wysdom, the leading experts in AI (Artificial Intelligence) and virtual agent performance solutions. This acquisition will accelerate Calabrio’s strategy to help customers leverage AI and ML (Machine Learning) to maximize agent engagement, productivity, and ROI (Return on Investment). Wysdom, based out of Toronto, Canada, [...]
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Key Insights for the Contact Centre of the Future, from Leaders in Australia, New Zealand, and Worldwide

The Australian contact centre industry is a cornerstone in the nation's service-oriented economy, encompassing diverse sectors from telecommunications to finance. With millions employed, it significantly bolsters the nation's workforce. In the last few years, two powerful forces have been reshaping the way agents work: the rise of remote-based operations; with over 90% of centres successfully [...]
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Why AHTs Still Matter and 5 Ways to Improve Them

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. It’s about striking the balance between speed and personalised service delivery. The experience a company provides is as important as its products or services, as confirmed in a study by Salesforce of nearly 17,000 consumers [...]
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Global Research Reveals 3 Ways to Make UK Agents More Impactful

Hybrid working and Artificial Intelligence (AI) are revolutionising the role of the agent worldwide but UK contact centres believe it takes more than technical training to build a highly effective team. Here is a 3 point plan based on findings from our latest report: State of the Contact Centre Report 2023: Activating the Agent of [...]
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