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Flexible Working: A 3-Point Plan for Contact Centres

Flexibility in contact centres means many things to many people. It usually means making life easier for agents, enabling them to strike the all-important work/life balance.  Or, it can apply to the automated technology that makes flexible working possible.  Most recently, another meaning has emerged that focuses on the growing trend for companies to increase [...]
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Getting to Why: How Superior Propane Increased Customer Retention by Extinguishing Contact Centre Process Challenges

With interaction volumes and customer expectations concurrently exploding, the efficiency and effectiveness of a contact centre’s processes can mean either delight or doom for downstream customer satisfaction ratings. It’s why Canada’s largest propane supplier since 1951—Superior Propane—continually reviews and improves the operational processes used by its contact centres. And, when they spot areas that could […]

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Heads in the Clouds: Elevated Contact Centre as a Service (CCaaS) via Calabrio ONE and Twilio Flex

Contact centre as a service (CCaaS) makes the power of a modern contact centre available to any business, regardless of budget or technical expertise. With it, any size company can move faster and be more competitive. These results are a big reason why CCaaS is projected to grow at a CAGR of nearly 15 percent [...]
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3 Compelling Reasons to Track KPIs in Quality Management Evaluation Forms

Call centre leaders use quality management forms to review and document the work of call centre agents, such as how they handle calls. Used optimally, these forms embody a contact centre’s most important objectives, are the gold standard against which agent behaviours are measured and deliver much-needed data used for reporting purposes. Key performance indicators […]

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Leave the Toxicity Behind: Overcoming Contact Centre Negativity

I got my start in contact centres by taking customer service calls. It was the late 90’s, and Titanic was dominating the box office. MMMBop was a huge hit, and Third Eye Blind ruled the charts. A lot of things have changed since then (like my hairstyle and affinity for wearing Jorts), but some things […]

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A Human-Centric Vision: Calabrio Named a Visionary in the 2020 Gartner Magic Quadrant for Workforce Engagement Management for the Fourth Year

In an industry making great strides with big data, analytics, AI and ever-expanding digital pathways and possibilities, we should always keep sight of one thing: customer service organisations adopting Workforce Engagement Management (WEM) solutions put people first. Their businesses must operate with the customer and customer service agents at top of mind, providing an adaptable, [...]
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Getting to Why: How Radial Used Analytics to Remove “Powerless” Phrases from its CX

With workforce optimization (WFO), figuring out why something happens is just as important as figuring out what happened. In fact, sometimes the “why” is even more revealing than the “what.” That’s what Radial (a bpost group company) discovered when it ran into a problem with its customer experience: they knew agents were using what they […]

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Top 3 Reasons to Become a SaaS Developer at Calabrio

We’re often asked what makes Calabrio a top workplace for Minnesota’s sharp, inventive Software-as-a-Service (SaaS) developers—what really sets us apart from all of the other SaaS technology companies in the state. Our answer? Three key things. The chance to develop and hone high-demand agile development skills while working on a highly rated, award-winning SaaS technology. […]

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