As 2019 draws to a close, Dave Hoekstra predicts an exciting road ahead for Workforce Management. While innovations like Artificial Intelligence and Analytics have the power to transform CX, they should be easy to use and understand. Read on to discover 3 ways to master the art of simple sophistication. Over the past few months, [...]

Workforce Management is so much more than smarter scheduling and forecasting. With an open mind and the right partner by your side, it can unlock the secret to effective employee and customer engagement. Magnus Geverts shares 5 ways to become a WFM guru.  Over the years, I have been lucky enough to work with many […]

It’s time to discard the minutiae and start focusing on the future according to Dave Hoekstra. In his latest blog Dave explains that while human automation might be new to some, to others technology has been automating processes for many years. Over the last few months, the Teleopti/Calabrio team has been hard at work releasing [...]

Customer experience may be all about customers, but it’s backed up by numbers. Tracking experience metrics helps companies better understand customers and their needs, as well as the progress and ROI of their initiatives. Although there are numerous options for metrics, these five customer experience metrics are the most important to track: 5 CUSTOMER EXPERIENCE [...]

It came as no surprise to me when the Minneapolis / St. Paul Business Journal selected Calabrio’s very own Jenny Kray as a 2019 honoree for its prestigious “CFO of the Year” award. The only thing that bewildered me was why it took so long! That’s because—in only two years—Jenny has been a driving force behind [...]

Don’t let technology come between you and exceptional customer service. That’s the message from Rebecca Philp, Product Manager at Calabrio, as industry statistics reveal four in every five contact centres are frustrated by technology. Here are 5 ways to buck the trend using a winning formula based on WFM. According to recent research, 79.3% of [...]

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Calabrio says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences. Customer Experience (CX) is still the number one measure of strategic [...]

We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centres around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers. That’s why one of the great highlights […]