There's been a sizable change in the industry as contact centres place a stronger focus on employee engagement in order slow agent attrition rates and provide a better customer experience. This shift, from Workforce Optimisation (WFO) to Workforce Engagement Management (WEM), has turned the focus towards contact centre employee engagement. As we look back at [...]

Companies that struggle to provide exceptional customer experiences may be overlooking an important group and its place in delivering on the brand promise: contact centre agents. We spend a lot of time working on and speaking about agent empowerment because engaged contact centre employees delight customers, leading to higher satisfaction and retention. Employee empowerment and […]

We think about analytics frequently at Calabrio. We think about how to improve the use of data, how best to implement analytics strategies, and how to make that data work in meaningful ways for businesses like yours. It’s not just because we’re data lovers (we are!), it’s because we know analytics is the key to […]

Calabrio’s Product Manager Jeremy Hamill-Keays explores the brave new world of digitalization and takes a look at three innovations worth watching. Digitalization is revolutionising the way we work and interact with each other and is even influencing the type of goods and services organisations sell. We are in the grip of what some experts call [...]

Employee engagement is no longer an afterthought. It is a must in every business, including the contact centre. An Aon Hewitt study showed that a five percent increase in employee engagement can drive a three percent increase in revenue the following year. Happy contact centre agents lead to happy customers and happy customers lead to […]

Fourth quarter, the holiday rush and Black Friday, there are myriad reasons why this time of the year is the most lucrative and—thereby important—season for businesses everywhere. Yet, as companies scramble to keep up with increased demand, they may also close off anything that could jeopardise their ability to earn as much revenue as possible. [...]

Following his presentation at Teleopti’s Americas User Forum, Russell Onofrio, Vice President, Call Centres, at Visit Nurse Service of New York, looks at flipping the corporate scenario and what really matters. “Most organisations continuously strive to achieve operational excellence, spend less effort understanding the customer experience and even less time on employee engagement. By combining [...]

In today’s competitive landscape, brands are recognising that creating a first-rate customer experience is a significant differentiator and the key to establishing customer loyalty. At Calabrio, we know the value of the contact centre and the critical role agents play in delivering on a brand’s promise—agents are a brand’s ambassadors during every single customer interaction. […]