I have been extremely fortunate to be a part of Calabrio for a very long time—and have witnessed how our approach to helping customers has evolved. When I began my career, the organisation looked very different than it does today. My colleagues and I were technical trainers who help our clients get the most […]

The advent of “customer experience is king” is changing the landscape for organisations across industries, presenting new challenges and highlighting pain points many contact centres have been trying to address for years. This includes first contact resolution, being easy to do business with, reducing agent attrition and eliminating mundane and repetitive tasks. Ultimately, the goal [...]

Moving to a cloud call centre can prove particularly valuable with virtually limitless resources; fast, cost-effective scalability to accommodate seasonal changes and sustained growth; and access to new or more robust technology such as customer interaction analytics.  Yet, despite the many benefits, concerns about data security–and the cost and effort to migrate data to the [...]

SWPP Annual Conference is being held on April 23 – 25 at the Omni Nashville Hotel in Nashville, TN. Whether you’re a workforce management veteran or new to the industry, SWPP has over 60 sessions across all skill levels. We’re looking forward to exhibiting at the conference and showcasing our latest version of Calabrio ONE. […]

New business models and organisational change have put the debate over centralised versus decentralised workforce planning back on the table. Kanogo Njuru at Calabrio advocates a balanced approach using Workforce Management (WFM) technology to blend all types of service organisations. In the past, workforce planning was often managed by local teams out in the field. [...]

Modern contact centres use gaming science and psychology to increase agent productivity while reinforcing positive behaviours. This “gamification” incents and recognises agents, motivating them to meet or exceed expectations by completing specific objectives and outpacing their peers. But gamification’s ultimate goal is a customer-oriented one: superior experiences that result in more satisfied and longer-term customers. […]

No one ever said working in retail was easy. There are long hours, narrow margins, heavy competition and the threat of loss at every turn. You spend most of the year in the red, hoping for a big holiday season, and sometimes it doesn’t happen. Succeeding in retail is tough, and these days it’s even […]

Could your contact centre use a spring refresh? We’ll be in beautiful Warwickshire at The Forum’s Customer Strategy and Planning conference 8 & 9 April sharing ways that contact centres can reinvigorate their customer experience. We’re excited to be showcasing the new look of customer experience intelligence with our newly redesigned analytics-fueled Calabrio ONE suite. [...]