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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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London Calling: Amplifying the Connection at C3 EMEA

Customers are the lifeblood of Calabrio and we are committed to providing our customers with the most innovative, modern solutions available. We, in turn, are inspired by the creative ways our customers solve problems with our software. Yesterday, we experienced their stories firsthand as we hosted our EMEA clients and partners at our Calabrio Customer […]

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Tortoise or hare – which one best describes your contact centre?

According to Carlos Muñoz, contact centres are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates.  It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology.  Here, he explains how to build highly effective teams using WFM. Running a contact centre takes [...]
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Celebrating Outstanding Achievements by Calabrio ONE Customers

Since joining Calabrio this past spring, I’ve been in awe of our company’s unwavering commitment to helping organisations deliver the best in customer experience. And that’s no easy task given how quickly and dramatically the landscape evolves. But—like the customer journey itself—it’s a continuous process that starts long before a sale is complete. Never-ending journeys […]

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Ideas for Celebrating Customer Service Week in Your Call Centre

It’s that time of year again: Customer Service Week! This year, Customer Service Week is being celebrated October 7-11, and the ways companies celebrate this auspicious occasion are as varied as the companies themselves. That’s why we decided to query a few customers to find out how they honor the great work their agents and contact […]

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