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The Future of Work Is Distributed—And Data Is Its Core

In Gartner’s recent report “Future of Work Trends: Work Is Distributed,” analyst Helen Poitevin outlines how distributed work implies “significant degrees of flexibility in how work is organized — who is involved in what work activities; and when, where and how it is getting done.” Flexibility is so significant in this new world of distributed [...]
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Selecting Agent Management Solutions – are you asking the right questions?

Ross Daniels at Calabrio looks at the recently published 2022 Agent Management Value Index Report from analyst firm Ventana Research, for insights into how to structure software selection processes – to help organisations pose the right questions to get the right answers. In its recent report, Ventana Research came to the conclusion that, “The pandemic [...]
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Banishing complexity: 5 ways to turn theory into practice

In my last article I discussed how to keep things simple in contact center operations and introduced the importance of incorporating a human-centered approach to operational thinking, processes and technology. Now it’s time to take a look at how to translate theory into practical steps for success. A big opportunity to do things differently When [...]
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Contact center operations: Keep it simple, keep it human

Many believe modern contact centers have become far too complex. In a world where ‘work from anywhere’ has become the norm, how do organizations manage the efficient scheduling and forecasting of their staff while keeping teams connected and meeting service levels? The growth of digital platforms has merely increased complexity but not necessarily for the [...]
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The smart approach to resolving complexity in contact centers

Contact centers have been investing in sophisticated, omnichannel technologies for well over a decade. The shift to the cloud has also been happening over time and accelerated significantly in early 2020. Our own research found that 90% of contact centers said they were aggressively investing in new channels, automation and analytics tools — while 68% [...]
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3 ways to win the technology tug-of-war

In our last blog, we revealed how customers crave speed, convenience and emotional empathy when interacting with their favorite brands, a paradox that threatens the status quo of today’s contact center. These double-edged customer expectations also present a unique opportunity to empower agents and enhance CX. In this blog, we throw the spotlight on technology [...]
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How to embrace the double-edged expectations of your customers

For brands and businesses seeking to navigate rising customer expectations over the past year, an interesting paradox has emerged: consumers now seek the gold-plated speed and convenience of the e-commerce world but they aren’t willing to sacrifice the human touch. This reflects the findings of a PricewaterhouseCoopers consumer survey which revealed the four most important [...]
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How Generation Z employees will save the world

Every generation brings to the workplace a set of characteristics that are shaped by the events and cultural norms of the day. Take Generation Z, Gen Z or Zoomers as they are fondly called. Born between 1997 and 2015, this generation accounts for nearly 25% of today’s workforce. While it shares the advantages of being [...]
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