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. [...]

Competition in the insurance industry is fierce. With providers vying to win and retain customers at a dizzying pace, many standard business practises fly in the face of these efforts, doing irreparable damage to the relationships with these hard-won accounts.  According to Xpertdoc,1 nearly all insurance customers who reach out to a carrier via telephone are […]

Calabrio ONE’s seamless integration with Amazon Connect allows you to deliver a higher quality, more consistent customer experience across every channel and leverage the voice of your customer to uncover insights that drive value across the business. Watch this video to learn how we’re working with Amazon Connect to provide powerful customer intelligence for your cloud-based contact […]

Erlang C has been a WFM firm favorite for decades. Now there is an alternative. Rebecca Philp at Calabrio explains the differences and five advantages of Erlang A. For many years, contact centres have used the Erlang staffing calculator to forecast how many agents they require to meet agreed service levels. Calculations are based on [...]

AI-powered customer experience analytics data collected across various communication channels—website, chat, text, social and the contact centre—promises to deliver compelling insights that enrich human interactions. While 93 percent of marketers and customer experience leaders believe delivering a seamless, quality experience is important, only 45 percent think they’re very effective at it. That all changes with [...]

One of the main reasons I joined Calabrio nearly two years ago was because the leaders and I shared a vision for the immense benefits a cloud-based contact centre strategy could bring to customers worldwide. Since then, we’ve realised that vision and remain committed to making it easier for customers to gain the cost and […]