Make the Most of Your WFM Forecasting Process The forecasting process in a contact centre is the single most important thing to do if efficiency and accurate reporting are the top goals. An accurate forecast informs every single aspect of the contact centre and ensures that budgets, staffing, and CX will be properly addressed. In [...]

As consumers tighten their belts and organisations undergo digital and workplace transformations, there has never been a better time to invest in the contact centre. Here are 5 budget-friendly strategies to help you achieve more and regret less. The current cost-of-living crisis combined with the usual stresses of managing a hybrid workforce and higher customer [...]

As CX tops the business agenda, there’s never been a better time to master the art of listening. Jade Turley at Calabrio shows us how with a simple step-by-step guide. Delivering the right customer experience (CX) is typically a top priority for businesses for good reason. According to international outsourcers CGS, 80% of consumers feel [...]

In these uncertain economic times, how do we nurture agents to secure revenue? Recent research shows consumers believe there is a direct correlation between contact centres and brand loyalty. Magnus Geverts of Calabrio discusses what organisations can do to support their frontline staff. In the latest State of the Contact Centre Report the vast majority [...]

Despite a rise in digital interactions, the phone call still holds a special place in consumer hearts. Graeme Meikle, Senior WFM Consultant and Project Manager at Calabrio, highlights three areas to make sure agents are speaking your customers’ language. Recently, Calabrio surveyed 250 consumers around the world and the results were impressive. While the majority [...]

A massive survey of 10,000 consumers across Europe that assessed customer expectations before and during the first lockdown of 2020 revealed that almost a third (32%) of consumers will not spend with a brand that provided a poor service during lockdown again. If you extrapolate this against what they would have spent, it means businesses [...]

As Calabrio deploys its true cloud Workforce Optimisation (WFO) offering via AWS in South Africa, Olle Düring at Calabrio outlines five reasons why this latest news matters to customers in the region. When it comes to digital transformation, the huge potential of South Africa is fast becoming a reality thanks to the arrival of new [...]

What Is Average Handle Time (AHT)?  Average handle time (AHT) is the average duration of a customer call in a contact center. It starts from the moment a customer gets connected with an agent after waiting in a queue until the end of that interaction. This also includes all talk-time, hold time, and after call [...]