What are some of the key trends that will mold business and customer service operations in 2019? Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specialises in the contact centre industry, dives into 5 trends impacting customer service and which companies need to stay on top of. Pelorus Associates [...]

Analytics tools reveal insights hidden in the call centre and unlock the value of “big data.” For the typical multi-channel call centre, capturing and analysing customer interactions across all channels requires a suite of analytics tools. Here is a comprehensive look into what a typical call centre analytics solution looks like. Check out our infographic [...]

Disclaimer - the solution is not an easy fix and might even go against your instincts! We see it time and time again, Contact Centre Managers are constantly fighting the battle between meeting their service level agreements by having the right number of staff at the right time with the right skills, whilst also striving [...]

In the past 50 years, technology has become a fundamental part of our daily lives. From smartphones to online shopping to the tools and systems we use at work, digital tools have automated and simplified repetitive and menial tasks—freeing up precious time so we can focus on more important things. While technology has certainly gifted […]

Keep it simple, that’s the message from Nick Brook of Calabrio when it comes to forecasting for multi-channel. Here are his top five tips. Customers expect service wherever and whenever they want it and in the channel of their choice - by phone, email, Chat, SMS and social media.  What’s more, they want consistency across [...]

Black Friday is just around the corner. The highly anticipated shopping event brings major opportunities for businesses to drive revenue and customer loyalty. Last year saw the biggest Black Friday in history, with shoppers spending a record $5 billion online in the 24-hour period. And it’s not just online retailers who benefitted: while there was a […]

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 […]

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 […]