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What’s next for contact centres that moved to the cloud during the pandemic?

The COVID-19 health crisis has accelerated digital transformation like never before. Contact centres too have reached an important turning point as organisations rely on them to nurture customer relationships and support an evolving work-from-home environment. Agility is the name of the game and has prompted a widespread move to the cloud. When Calabrio surveyed 273 [...]
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Plotting the right (Green)Path: Calabrio Customer is a Finalist in the 2021 ICMI Global Contact Centre Awards

Leadership has certainly had its challenges this past year—as face-to-face meetings have been replaced with virtual interactions and team camaraderie turned into sending emojis over chat. Albeit the hurdles, we’re proud to announce one of these leaders has been recognised by ICMI as a stand-out manager. David Flores from GreenPath Financial Wellness is named a [...]
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When Plan Meets Reality: Calabrio Named a Visionary for the Fifth Consecutive Year in the 2021 Gartner Magic Quadrant for Workforce Engagement Management (WEM)

There’s something to be said for planning ahead. But no one was planning for a pandemic. Or were we?   On the surface, Calabrio and our customers were planning for a continued shift to a hybrid workforce, more agent autonomy and flexibility in scheduling. We were planning for a cloud-first infrastructure that would enable fast scalability, [...]
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3 top characteristics of a Connected Enterprise

Meeting rapidly changing customer expectations in the new world of remote work demands far higher levels of agility from organisations everywhere—and places an even greater focus on improving customer service.  As businesses prepare to take advantage of a revitalised global economy, the phrase ‘we are all in it together’ applies to everyone—not just the contact [...]
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Harnessing CCaaS and CRM solutions: What’s the missing link?

When Calabrio surveyed over 300 contact centre professionals, the most effective way to improve employee engagement moving forward was quoted to be giving people the ‘right tools and tech’. This comes as no surprise as agents regularly contend with 20+ different desktop applications to serve customers. In today’s connected world “my system is running slow […]

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Test your CX knowledge by entering the Calabrio Big CX Quiz!

CX is the most important aim of contact centres today and many professionals in the industry believe the customer service experience will impact brand loyalty even more than before the pandemic.  As businesses prepare to transition from survive to thrive mode, now is the perfect time to look back on lessons learned and come up [...]
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Hip Hip Hooray! Calabrio Customer is a Finalist for SWPP WFM Professional of the Year

We’ve seen customers creatively step up to the challenges of this unique year—engaging their workforce and delivering on customer service expectations. We’re proud to share that one of these innovators has been recognized by the Society of Workforce Planning Professionals as a top-notch contact center leader. Three cheers to Aaron Jacobs of GE Appliances! Here’s […]

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The largest quality management challenges in the call centre

There is no shortage of tools on the market that can help drive new QM efficiencies into the call centre. But without the right strategy and a deep understanding of the business goals to be served by the program, these tools will often fall short of their intended objectives. Before a call centre can achieve [...]
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