Göran Svensson, Research Lead at Calabrio in the field of  Optimisation and Systems Theory, recounts the key factors explored in his mathematical research into multi-skilled call centres. How can Quality of Service be maintained when scheduling multiple skills with a limited budget and number of available agents for certain skills? This year I attended International [...]

Calabrio Customer Connect (C3) is just around the corner! Check out the latest instalment of our 2018 Speaker Spotlight series. Ankur Shah, senior manager of operations analytics at LendingClub, will be sharing how to use Calabrio WFM to drive efficiencies in back office environments during C3 2018, September 10-13 at the Gaylord Opryland Resort & […]

With Calabrio Customer Connect (C3) 2018 fast approaching, we’re highlighting some of our customer presenters on the Calabrio blog in a Speaker Spotlight series. Caryn Yurkstas, senior workforce management analyst at Paychex, will be sharing how her organisation implemented a lab environment and how it has benefitted their contact centre. C3 2018 takes place September […]

With Calabrio Customer Connect (C3) 2018 fast approaching, we’re highlighting a few of our customer presenters on the Calabrio blog in a Speaker Spotlight series. Alex Wozniak, director of shared services at Superior Propane, will be sharing what Intraday Management with Calabrio (WFM) is and why it’s so important for the success of your contact […]

Making life easier for customers is the first step towards brand loyalty and business success.  Magnus Geverts at Calabrio shares his eight top tips for reducing customer effort in contact centres. All customers want is a quick and easy answer to their enquiries.  It might sound simple but the two biggest annoyances for customers, which [...]

With Calabrio Customer Connect (C3) 2018 fast approaching, we’re highlighting a few of our customer presenters on the Calabrio blog in a Speaker Spotlight series. Crysta Moretto, workforce analyst, will share how they approach Intraday Scheduling at Superior Propane. C3 2018 takes place September 10-13 at the Gaylord Opryland Resort & Convention Centre in Nashville, […]

Retailers are in trouble. According to the Centre for Retail Research, in 2018 alone, 23 retailers have failed, affecting 1,851 stores and 20,891 employees. In a telling sign, that number is already greater than the 1,383 stores and 12,225 employees affected in 2017. Between increasing competition, both online and in-store, and increasing customer expectations, retailers [...]

With Calabrio Customer Connect (C3) 2018 fast approaching, we’re highlighting a few of our customer presenters on the Calabrio blog in a Speaker Spotlight series. Art Gomez, contact centre analyst, will be presenting on how Piedmont Healthcare uses Calabrio WFM to manage rapid growth and rising call volumes. C3 2018 takes place September 10-13 at […]