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Setting new standards for success – 5 steps for redefining KPIs

Measuring all-round performance should be a continual process. In Calabrio’s second blog on the subject of change, Patrik Vesterberg outlines a five-step methodology for defining metrics that add real business value. My first blog about change discussed how resistance to doing things differently is the arch nemesis of customer service. One aspect of adopting change [...]
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3 Sessions Not to Miss at Enterprise Connect 2019

Enterprise Connect, one of the biggest customer experience and contact centre events of the year, is just around the corner. If you’re headed there next week, here are some important things to know. First off, stop by Calabrio’s booth (#733) to see our redesigned, reimagined customer experience intelligence platform, Calabrio ONE v11. Our new platform […]

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5 Important Workforce Management Software Considerations

What should you consider when evaluating new workforce management (WFM) software? Watch this video to learn five things in WFM that you may not realise make a big difference in managing your contact centre.     Read the Transcript: Hi, I'm Kat Worman, Workforce Management expert here at Calabrio. Today we're going to talk about [...]
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8 Call Centre Skills Agents Need to Succeed

Superb contact centre agents are unique in many ways. In other roles, desired skillsets often are distinct and distinguishable—you may want someone who’s assertive, not passive. Or collabourative, not autonomous. But when it comes to contact centre agents, such distinction blurs, and opposable yet desirable traits begin to meld. That’s because agents face many different […]

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Evaluating if the integration between your WFM & CX platform will be a big “Yes”

Join Dave Hoekstra, WFM Evangelist, as he enters the realm of customer service integrations. If you’re interested to discover the integration potential between your existing platforms and a new WFM solution, Dave offers Calabrio’s four key considerations. In today’s digital world, there are so many options to deal with. We are constantly bombarded with choices [...]
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It’s All About Connection: Calabrio Named as the Only Visionary in the 2019 Gartner Magic Quadrant for Workforce Engagement Management

Despite all the technologies evolving to support new channels for connecting companies to their customers, the heart of the customer relationship hasn’t changed. Customers rely on a business to provide them with the products they want or need, and when they trust that a company truly cares about them, they are more likely to be [...]
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Make Sure Your Contact Centre Agents Know You Love Them

Gary Chapman became a relationship guru with his 1995 book, “The Five Love Languages.” In it, the experienced marriage counselor outlines five ways to express and experience love, which he calls “love languages”: receiving gifts, quality time, words of affirmation, acts of service (devotion) and physical touch. Chapman uses the analogy of language for his […]

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Calabrio Talks Millennials in the Workplace at Call Centre World 2019

This year’s CCW marks the 21st international conference and exhibition for innovative customer dialogueue. We are thrilled to be participating in CCW 2019 at the Estrel Congress Centre in Berlin next week, 19 – 21 February. Join our Senior Vice President and General Manager of Calabrio EMEA, Kris McKenzie, for his session, “Millennials in the Workplace: […]

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