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 […]

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 [...]

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. […]

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 [...]

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 [...]

(C3) is just around the corner! Check out our latest in the 2017 Speaker Spotlight series. Jaslyne Halter, contact centre analyst II at Erie Insurance, will be discussing how to transition from a part time contact centre into a fully functioning, 24/7 contact centre with Calabrio Workforce Management (WFM) at the centre of the change. […]

We’re less than one month away from C3 and here’s another instalment of our Calabrio Customer Connect (C3) 2017 Speaker Spotlight series. Cassy Dunn, business process improvement and programme manager at Paychex, will present about change management and how the Paychex Centre of Excellence is supporting employee engagement during C3, October 1‑4 at Red Rock […]

Here’s another instalment of our Calabrio Customer Connect (C3) 2017 Speaker Spotlight series. Ellen Hatton, risk oversight manager at J.D. Byrider, will share her story of moving from manual quality assurance scoring and processes to Calabrio Quality Management (QM), October 1‑4 at Red Rock Casino Resort & Spa in Las Vegas. Name: Ellen Hatton Company: […]