Blog | Calabrio
Blog
Find More Great Content

The 9 Essentials of Quality Management Systems

A massive survey of 10,000 consumers across Europe that assessed customer expectations before and during the first lockdown of 2020 revealed that almost a third (32%) of consumers will not spend with a brand that provided a poor service during lockdown again. If you extrapolate this against what they would have spent, it means businesses [...]
Read More

Calabrio Paves the Way for South Africa’s Cloud Contact Centre WFO Journey Alongside AWS Cape Town Launch

As Calabrio deploys its true cloud Workforce Optimisation (WFO) offering via AWS in South Africa, Olle Düring at Calabrio outlines five reasons why this latest news matters to customers in the region. When it comes to digital transformation, the huge potential of South Africa is fast becoming a reality thanks to the arrival of new [...]
Read More

What Is Average Handle Time (AHT) in the Contact Center?

What Is Average Handle Time (AHT)?  Average handle time (AHT) is the average duration of a customer call in a contact center. It starts from the moment a customer gets connected with an agent after waiting in a queue until the end of that interaction. This also includes all talk-time, hold time, and after call [...]
Read More

Workforce wellbeing – 7 essential elements of an effective corporate programme

Personal and organisational growth go hand in hand. Ross Daniels at Calabrio shares his top tips for an effective wellbeing programme to build a happy and productive team. In this workforce wellbeing management series, we’re bringing a magnifying glass to the current state of the contact centre, the rising stress levels in contact centres, and […]

Read More

Self-Scheduling: The answer to agent stress in modern, omnichannel contact centres

With stress levels in contact centres as a constant, Magnus Geverts at Calabrio discusses how to balance the needs of employees and the business with a fresh approach to agent self-scheduling. I have been in the Workforce Management (WFM) business for over 20 years and during this time, contact centre leaders have again and again [...]
Read More

7 steps to effective workforce planning

To build an efficient contact centre that solves a customer’s problem effectively, first time around while keeping agents motivated is the ultimate goal of CX leaders everywhere. Success comes down to effective workforce planning – in its simplest form – ensuring enough of the right-skilled staff are in the right place at the right time. […]

Read More

Workforce wellbeing – 3 ways to de-stress employees with technologies that humanise the hybrid workplace

Embrace analytics to boost your wellbeing strategy. Here we take a closer look and give 3 reasons why you can’t afford to ignore the latest advancements in technologies designed for modern workforce optimisation and engagement. In our previous blog, we asked the question ‘what does wellbeing really mean?’ and came to the conclusion that the [...]
Read More

Workforce wellbeing – what does it really mean and why does it matter more than ever?

Stress is a major barrier to success and it is affecting everyone. Calabrio is campaigning to support improvements for people, processes and technology to enable greater wellbeing across contact centre organisations. This first article outlines the key triggers for agents, supervisors and senior managers and shows why it pays to take a comprehensive approach to [...]
Read More

Start typing and press Enter to search

Send this to a friend