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The future of voice – six step survival guide for contact centres

According to Annika Edberg at Calabrio, voice is no longer the endangered species many would have us believe. It all comes down to adaptability and flexible workforce management (WFM). Voice may no longer be at the top of everyone’s technology wish list but the old beast still has plenty of life left. Just listen to [...]
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We Believe Calabrio’s Commitment to Customers Shines in the Gartner Magic Quadrant for Workforce Engagement Management

Every day, customers depend on the companies they trust to provide the products and services they need. But that trust isn’t built on product alone—it is developed (or destroyed) based on how employees treat customers, and we know that contact centre teams play an integral part in building the connection that drives loyalty. At Calabrio, [...]
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How Football’s Biggest Game and Contact Centre Analytics are Related

From Apple’s Macintosh “1984” ad to the soda wars of the 1990s (Pepsi and Cindy Crawford), the dotcom ads of the late 1990s/early 2000s (eTrade wasting $2 million on that dancing monkey), the more recent “Tide Ad” campaign and—from this year—last night’s Brian Cranston-as-Jack Torrance Mountain Dew ad (my personal favorite for this year), the […]

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Out with the old, in with the new – 5 old habits to consign to history

According to Jeremy Hamill-Keays, old habits are hard to break and the use of technology is no different. Here, he recommends 5 approaches to contact centre management that can be consigned to history. Innovation is everywhere and it can seem as if we’re constantly encouraged to take on more and more technology to lower costs, [...]
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Contact Centre Forecasting: Tougher than Predicting the Weather?

I sometimes ask myself why I didn’t become a meteorologist. Think about it: in what other role can you be incorrect so frequently and still have a job? It’s not like anyone can blame the meteorologist or point their finger at them when they’re wrong. It is, after all, the weather. “Predicting the location and [...]
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Contact Centres: 4 Common Myths About Cloud Security

As a contact centre leader, you’ve likely been asked at some point how your department uses “the cloud.” And, while most contact centres do leverage one or more cloud-based applications, many leaders still are wary of its use. After all, its very name is nebulous, and even some technical people remain uncertain exactly how this […]

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Omni-channels, BI, AI, Robots, Chatbots… Are You up to Speed?

Think of workforce management (WFM) as a cockpit with instruments, indicating how your flight or – in this context – “business” is going. Without WFM, you’re practically flying in the dark - if not blindly so! Where are you headed exactly? What’s going on? What should you do? What decisions should be made? Tremendous development [...]
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5 Goals to Improve Call Centre Performance

Have you made your New Year resolutions yet? As I thought about my own, I also thought about the top things contact centres could do to improve in the coming year. As a result, here’s my take on the top five contact centre resolutions for 2018. 1. Put your agents first. Research shows today’s contact […]

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