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Engaged Agents Equal Engaged Customers: Calabrio and Serenova Team Up to Bring WFO to CCaaS

The emergence of contact centre-as-a-service (CCaaS) platforms is changing the very core of how contact centres operate. These robust, cloud-based solutions are easily deployed, scalable, and cost-effective, allowing brands to quickly modernise their contact centres without the heavy overhead of legacy solutions. Now, the contact centre is available anywhere, and at any time in order [...]
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Time is of the essence – changing priorities for customers and contact centres

When it comes to increasing satisfaction levels and sales, nothing beats making life easy for customers and releasing their most valuable asset – time.  Annica Ronquist, Head of Global Customer Operations and Services at Calabrio explores the options. Look around you, we all lead busy lives where time is of the essence.  The evidence is […]

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Calabrio Women in Technology Hosts Twin Cities BDPA High School Technology Students

With a growing job market for technology employees and not enough qualified applicants, it is becoming more important than ever to expose students to computer science early on. Calabrio’s Women in Tech group is dedicated to helping diverse students uncover the exciting opportunities in tech and encouraging skills—such as coding—that build a foundation for success […]

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CMO, meet your new best friend: The contact centre

Today’s chief marketing officers (CMO) are familiar with outbound and inbound marketing tactics—they promote their wares at trade shows and advertise with multiple media outlets, and generate inbound leads via content marketing and social media. They understand that outbound and inbound marketing is a balance, and organisations benefit from the customer interaction each provides. Contact […]

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Harnessing the strength of Calabrio Teleopti WFM part 3: Getting schedule updates like a pro

Robin Karlsson, Technical Lead R&D at Teleopti, returns for the third and final instalment of his ‘How best to use Calabrio WFM’s API’ blog series, this week focusing on schedule updates. In my previous post in this series we looked at updating information in Calabrio WFM using the external API. However, sometimes we need to […]

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4 Ways to Keep Your Contact Centre Agents Engaged

To the outside observer, advancements in modern technology have diminished the importance of contact agents. The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. Those who work in the contact centre understand a very different truth: engaged, experienced […]

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Breaking Down Data Silos in the Multichannel Contact Centre

One of the most confounding challenges for modern contact centre leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. As brands follow their customers’ lead and embrace new channels, the contact centre data landscape is only getting more […]

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3 Reasons Contact Centre Analytics Fails

Timely insights about customer behaviour. Better understanding of what your customers experience. Happier contact centre agents. More loyal customers. Sounds great, right? The potential for contact centre analytics is high. But reality often falls short. Here are three main reasons why. 1. Confusion About Contact Centre “Analytics” The largest problem facing successful contact centre analytics […]

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