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7 Call Centre Agent Training Nightmares

When it comes to delivering a superior customer experience, superior agent training is key. Without it, companies suffer from disempowered or disengaged agents, an inflated number of call escalations, distracted supervisors—and the resulting unhappy customers. As a call centre manager, getting and keeping your agents up to speed should always be top of mind. According […]

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How Agent Follow-up Can Increase Customer Retention After a Bad Experience [Video]

When a customer has a bad experience, it is often up to the contact centre to turn the relationship around. Watch this video, brought to you from the Calabrio Academy, to discover five concrete steps agents can take in their follow-up to show the customer that your organisation truly cares. How to Save a Customer […]

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Calabrio Builds on Promise of Easy, Personalised and Smart Solutions for Enterprises

Complexity in the contact centre impacts the bottom line. And customer service interactions are projected to increase not just in volume, but also in complexity over the next two years as the mediums for customer engagement are changing and expanding. Add to that the challenge for enterprise organisations to manage their fast-paced, sprawling contact centres. [...]
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How to avoid the 5 most common mistakes in forecasting

According to Nick Brook at Calabrio, resource forecasting in contact centres needn’t be a complicated affair. Start by avoiding the most common mistakes and stick to the basics. Today’s contact centres are complicated beasts.  The people working in them are expected to be super-agents with multiple skills and knowledge.  While customers expect to receive consistent [...]
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3 Ways to Prepare Your Contact Centre for Seasonal Staffing

If the holiday season is the most financially significant time of year for your company, then it’s also the busiest time for customer interactions in your contact centre. Whether customers come to you for the first or tenth time, those interactions greatly affect their overall customer experience. We all know the best way to create […]

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A Guide to Call Centre Sentiment Analysis

If you’re like me, you’ve misinterpreted more than your fair share of text messages because you couldn’t determine the intended emotion behind the words. Was the sender being serious? Sarcastic? Flippant? Unless you know the person—and their use of emoticons—figuring out what they really mean can be dicey. Contact centre analytics can run into the [...]
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5 Strategies to Improve Agent Experience in the Call Centre

Hot off the heels of our successful C3 events in Nashville and London, and all the great workforce engagement management (WEM) presentations I saw there, I’m reminded once again how tightly tied highly engaged employees are to superior customer experiences. You just can’t have one without the other. Leading contact centres know this, and—time and […]

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How to engage and develop the digital workforce: 8 best practises

Whether it’s mixing up training tactics or remembering the vitality of voice, engaging and developing customer service agents has never been more important as it is in today’s digital landscape. Rob Clarke, VP of Sales in North America, reflects on eight interesting initiatives from this year’s Calabrio Americas User Forum. Aberdeen Group found that customer [...]
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