We all know companies who claim their customer service is first-rate and that they put the customer first. However, when you look at their management structure, the customer is left without a seat at the table. Sales and marketing are busy attracting and signing new customers, but who’s nurturing those existing relationships? In other words, […]

Between increasing customer expectations and an influx of new technology, many contact centres are overwhelmed. The reality is, many brands don’t have the resources to manage the contact centre in a way that will extract the right insights to inform the business. And while there is generally a stigma around the word “outsourcing,” it doesn’t […]

Workforce management (WFM) solutions should be used in contact centres of all sizes, from sophisticated, omni-channel and multi-site environments with 10 agents to those with thousands of agents. When asked at what point an organisation should purchase a WFM solution, my answer used to be “when you can no longer remember the names of all […]

Nick Smith at Calabrio gives 3 compelling reasons why RTA is here to stay Scheduling disruptions are an everyday occurrence for frontline operations and a major headache for contact centre leaders everywhere.  Employees call in sick or run late to their shift, the latest promotional marketing campaign is so successful that product demand and call [...]

Businesses know it’s a buyer’s market. And with every buying interaction, consumers expect anytime, anywhere access—all in a seamless experience. When companies are unable to meet this expectation, consumers will go elsewhere to find it. Similar to a relay team—which is only as good as its slowest runner—your company’s brand is only as good as […]

The ways that people interact with the world around them and how customers expect to interact with companies aren’t what they once were. Hussein Kamel, Senior WFM Consultant at Calabrio, discusses how well-honed customer care via social media is no longer a choice but a necessity. The world is changing around us, but how exactly? [...]

In your contact centre, workforce optimization (WFO) is currently giving way to workforce engagement management (WEM). Why is this? According to Dimension Data’s 2017 Global Customer Experience Benchmarking Report, customer experience is “cited as the most important strategic performance measure, building customer trust and delivering tangible benefits on commercial performance, employee engagement and customer loyalty. […]

Providing the best customer experience possible is at the top of every company’s priority list. Brands know that customers want personalised, proactive service that validates their purchase decision. Customers want brand interaction to be seamless and easy, and brands know that they risk losing their competitive advantage if they fail to deliver. With this pressure mounting, […]