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Top 10 Takeaways from C3 2017

Calabrio Customer Connect (C3) 2017 is a wrap and we couldn’t be more grateful to our customers, partners and employees who helped make it a week to remember. Here are my biggest takeaways from this year’s conference: Measure what matters. If our goal is zero agent turnover, we need to reevaluate metrics and change the […]

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Calabrio Brings Business Intelligence to the Contact Centre

Today’s best brands provide the ultimate customer experience. They take advantage of contact centre data in order to better understand customers, all while ensuring that agents feel supported and engaged in their work. This week at Calabrio Customer Connect (C3), we debuted a new, integrated Calabrio ONE platform with unparalleled reporting and business intelligence capabilities [...]
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C3 2017 Speaker Spotlight: Daniel Acosta of Houston Methodist Hospital

Calabrio Customer Connect (C3) is only a couple days away! We can’t wait to see you all there. Here is our last instalment of our 2017 Speaker Spotlight series. Daniel Acosta, call centre applications analyst III with Houston Methodist Hospital, will share how he handles intraday management for the complex healthcare industry, October 1‑4 at […]

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C3 2017 Speaker Spotlight: Q&A with Andrew Stein & Sam Kem from Chewy

We are just a week out from Calabrio Customer Connect (C3), October 1‑4 at Red Rock Casino Resort & Spa in Las Vegas. Check out the latest from the 2017 Speaker Spotlight series. Andrew Stein, director of customer service, and Sam Kem, director of workforce management, at Chewy, will share what they learned from implementing […]

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User-focused innovation and the contact centre

Following Industry Head at Google, Anna Mossberg’s, presentation about customer-driven innovation at the Calabrio Nordic Forum 2017, Alyssa Fishwick, looks back at the key lessons learnt and what actions contact centres could take toward user-focused innovation. When Anna Mossberg spoke about User-Focused Innovation at Teleopti’s recent Nordic Forum for customers and partners, she started by [...]
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Call Centre Scheduling: Work Smarter, Not Harder

As the saying goes, “work smarter, not harder.” I often find that in the contact centre world, extreme effort is linked to tasks that, while important, are still manual and tedious. Scheduling, forecasting and time management are some examples of tedious chores that no longer need to be completed through the use of time-consuming spreadsheets. […]

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Guest Blog: A WFM Epiphany: Leaving the schedule police behind

Having worked as a call centre manager, Connor Bourkediscusses his own realisation of the need to move from being the schedule police to creating a flexible yet fair system with WFM automation. Early in my WFM career, at which point I was myself working in call centres, I was a stickler for the rules. Agents [...]
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MiFID II: The Legacy Versus Cloud Approach

By January 2018, financial institutions will need to be fully compliant with the Markets in Financial Instruments Directive II (MiFID II) legislation. What does this mean? Well, in an effort to make financial markets in Europe more transparent and resilient, companies must prove that they have acted honestly and in accordance with client wishes. It [...]
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