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In the latest instalment of our Calabrio Customer Connect (C3) 2018 Speaker Spotlight series, we’re highlighting customer presenter Tyler Dibble, senior manager of operations and workforce management at LendingClub. During his session at C3, he will be sharing how his organisation is using Calabrio WFM to manage efficiency and improve the customer experience beyond the […]

Tommy Palomäki at Calabrio considers the connection between happy customers and happy employees and suggests five ways to use workforce management to achieve both. What came first: the chicken or the egg?  It’s a conundrum that’s baffled people for years but does it really matter?  The same could apply in contact centres.  Why debate whether [...]

If you think you’ve been hearing more about agent engagement—aka “workforce engagement management (WEM)”—lately, you’re probably right. With the increasing focus on the customer experience, better engagement with the agents who serve them makes perfect sense. After all, it’s a key way organisations can elevate and sustain the contact centre customer experience by: decreasing agent […]

Calabrio Customer Connect (C3) 2018 is just a few weeks away! We’re highlighting some of our customer presenters on the Calabrio blog in a Speaker Spotlight series. Meet Jaslyne Dolak, data and analytics specialist at Erie Insurance. During her breakout session at C3 she will be sharing methods for getting your team and organisation on […]

With Calabrio Customer Connect (C3) 2018 less than a month away, we’re highlighting some of our customer presenters on the Calabrio blog in a Speaker Spotlight series. Mike Hedin, forecasting and scheduling manager at Young Living Essential Oils, will be sharing best practises for rolling out a new WFO tool globally, and ways to keep […]

Let the countdown begin, we’re less than one month away from C3! Here’s another instalment of our Calabrio Customer Connect (C3) 2018 Speaker Spotlight series. Rob Morrissey, senior manager of partnerships and emerging products at TD Ameritrade, will be sharing how his company is using artificial intelligence to manage customer interactions and why contact centres […]

Gamification’s ultimate goal might be superior customer experiences resulting in more satisfied and longer-term customers, but the way it does this is through modern agent engagement that leverages gaming science and psychology to increase agent productivity while reinforcing positive behaviours. How? By motivating agents to meet or exceed expectations by completing specific objectives and outpacing […]

Mention “desktop analytics” to contact centre managers or agents, and a shudder might be the response you get. Unfortunately, many people still equate desktop analytics with Big Brother watching over them to monitor unsanctioned use of company equipment and time—and whether or not they spend too much time on Facebook. There probably are companies that […]