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 [...]

As contact centre professionals, we all understand the importance of workforce management tools and processes in ensuring that we have enough agents to work each shift. All too often our thoughts and attitudes towards this important function stop there. This means we are selling ourselves short in our ability to affect our organisations at large. […]

This blog is a little different than our usual WFM posts but we have some exciting news! Olle Düring, shares some insights around the possibilities the acquisition by Calabrio brings, how we together are on a mission to humanise customer and employee experiences. The importance of human connection in business has come back in focus [...]

The customer experience trend in recent years has reinvigorated the importance of human connection and elevated the contact centre to a new level of importance. Contact centre agents are the frontline of communication between the organisation and its customers and can easily make or break a customer relationship. Modern contact centres must be able to […]

This is a guest post from Paul Stockford The advent of speech analytics in the contact centre more than a decade ago opened a whole new world of operational insights in terms of really understanding what customers were saying. Well-trained analysts and data scientists were able to turn key words and phrases into usable customer […]

At Calabrio we take a customer-first approach in everything we do. From our corporate culture to our business practises, it’s always our goal to make our nearly 5,000 global customers feel like one-in-a-million. Today, our customers have made us feel like one-in-a-million. The Calabrio team is excited to announce we have been recognised as the […]

In Calabrio's third blog on the subject of change, Patrik Vesterberg explores the value of WFM data to drive effective CX strategies. My two previous blogs discussed how resistance to change is the arch nemesis of customer service and five ways to redefine traditional key performance indicators (KPIs). In this latest instalment on change, I [...]

We at Calabrio know firsthand how innovative and forward-thinking our customers are. But it’s even more special when leading authorities in the workforce management (WFM) space know it, too. That’s exactly how we felt when we learned Calabrio customer Caryn Yurkstas of Paychex was named a “2019 WFM Professional of the Year” finalist by the […]