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Two Great Companies, One Great Customer Event. Don’t Miss C3!

This year’s annual customer event combinesthe Calabrio User Forum with Calabrio Customer Connect, which means the eventis supercharged to deliver premium content at an unbelievable location. AsCalabrio's WFM evangelist, I love spending time with our customers and reallyhelping them dig into their operations. It is without question my favorite weekof the year. The Calabrio and [...]
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5 Tips for Presenting Customer Information Data Across Your Organisation

As advances in technology have empowered customers and increased their expectations, both the cost of losing a customer and the value of retaining one have grown. The need for accurate, ongoing insights into customer preferences and behaviour is greater than ever. The traditional way businesses have tried to learn what their customers think was to […]

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Calling All Calabrio Superstars

From day one, we designed Calabrio ONE to quickly deliver tangible business value to contact centres around the world. From seamlessly handling fast-growing, inbound contact volumes and painlessly unifying disparate data sources to tapping rich voice of the customer (VoC) insights, users rely upon Calabrio to understand what their customers really want while benefitting from [...]
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5 Steps to Resolve Agent Evaluation Disputes

Picture this: you get a call from one of your agents and they don’t agree with their evaluation score. As a contact centre manager you’ve mostly likely been here. So, what steps can you take to resolve the situation and make sure your agents are happy and aligned on contact centre best practises? Here are […]

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7 Steps to CSR happiness

Employee attrition can contribute to increased operating costs. Learn why it pays to focus on CSR's (Customer Service Representatives) well-being using automated Workforce Management to inspire and motivate staff. Good customer service depends on experienced and knowledgeable employees, yet failure to retain these talented employees can have significant repercussions. Recent research from global management consultants [...]
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Call Centre KPIs: 3 Common Pitfalls And How to Avoid Them

Raw data pours into the contact centre from every angle. From calls, to emails, to web chats and more, voice-of-the-customer data is used across the globe to help bridge the gap between the contact centre and the rest of the organisation. And, as the list of communication channels grows longer and more sophisticated, the data […]

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3 Metrics to Ensure an Accurate Contact Centre Forecast, Every Time

Forecasting for the contact centre is tough. Understaffed businesses can result in long wait times for customers and leave agents frustrated and even unmotivated. Customers may be forgiving of long wait times once, but don’t expect them to be forgiving if it happens regularly. On the other hand, labour costs are typically 70-80 percent of the […]

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5 Things your WFM Team isn’t telling you

As contact centres continue to grow in both size and scope, so does the layers of management involved. Unfortunately, this also means that communication from the operational levels tends to get muddled.  It should come as no surprise that there are certain things that aren’t making their way up the ladder for various reasons.  Calabrio WFM [...]
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