As we help our customers prepare for the fast-approaching General Data Protection Regulation (GDPR) compliance deadline, several common questions keep popping up.  You may wonder about some of the same things—here’s what they are. 1. Can my company transfer customer contact data outside of the European Union (EU)? For example, if we capture data […]

As a contact centre leader, your customers love working with you. Your agents love working for you. Your peers love working alongside you. Under your guidance, your team consistently achieves top performance scores and high customer satisfaction ratings. You seem able to accomplish whichever task is put in front of you, and you relish new [...]

As the great multi-skilling debate continues, Tommy Palomäki of Calabrio outlines the challenges and offers three tips for scheduling multi-skilled agents. Omnichannel has been a buzzword for a few years now as modern consumers demand a consistent, satisfying and effortless experience, every time, whatever the device or communications channel.  On the one hand, this has [...]

Google the term “intelligent contact centre,” and you’ll see it’s been used for years, but its definition constantly evolves and usually is widely disputed. To muddy the waters even further, contact centre vendors each have their own spin on the term, typically aligning it with whichever capabilities their own platform offers. But what does this […]

In today’s super-connected world, products are easy to find so how do you stand out from the crowd?  Three rules to help your contact centre deliver a “wow factor” from Cecilia Tengborn at Calabrio. The Internet and e-commerce sites like eBay and Amazon make it easy for consumers to find what they want, at the [...]

Calabrio headquarters are based in Minnesota and its Centre of Excellence for Analytics based in Vancouver Canada. You can’t live in either place and NOT know hockey playoffs are happening right now. It’s practically sacred. So it seemed appropriate when developing this week’s live webinar to weave in some sort of hockey theme. It also […]

Did you know today, April 19, 2018, is this quarter’s “Get to Know Your Customer Day?” I didn’t, but now that I do, it gives me a great reason to quiz you on how well you know your customers. As you well know, contact centre data captured during your agents’ interactions with customers can give […]

In a late 2017 study by Meditation at Work, the top three sources of overall workplace stress were identified as:1 Workload — 36 percent People issues — 31 percent Work-life balance — 20 percent Not surprisingly, these findings—particularly the identification of  “workload” as the top workplace stressor—correlate with what we at Calabrio discovered with our […]