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Consultative approach to WFM drives long-term contact centre success

One of the biggest problems many companies suffer from is the lack of awareness about the extent to which WFM software can help them in their daily work. Instead, they approach WFM like a play station: they plug it in and start playing with it, stopping short of ever realising the software's full potential. Why [...]
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The Customer-First Experience: Are Brands Really Prepared to Deliver?

It’s no secret that smart businesses are prioritising customer needs above all else, and putting the customer first is imperative for them to compete. Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and […]

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Will Bots Replace Humans in Contact Centres?

In today’s marketplace, we often expect our innovations to come from the technology sector. This means, when Facebook and Microsoft take a step to introduce artificial intelligence (AI) into human-reliant businesses—including contact centres—those of us in the industry can’t help but pay attention. The artificial intelligence tools in question, commonly referred to as chat bots, […]

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Reflections on managing Average Handling Time (AHT).

Hussein Kamel, Senior WFM Consultant at Teleopti, looks at the best ways to work with Average Handling Time. Shorter contact durations cannot be demanded from agents, but instead the AHT must be properly examined, processes adjusted and agents assisted. When creating forecasts, you are predicting volumes based on historical patterns, seasonality, special events, etc. However, [...]
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Considering a Cloud Contact Centre? 4 Points to Start the Discussion

As the popularity of cloud computing increases, companies left on the outside are faced with a dilemma. Do you follow suit and join the pack or do you maintain your existing IT structure? It’s a decision not to be taken lightly and one that many companies make with inaccurate or incorrect information. If you are […]

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The latest & greatest in workload forecasting

While automated forecasting is hardly in its infancy –  its existence was celebrated well over two decades ago –  impressive leaps and bounds have been made, even in just the last couple of years. Linked to how customer service has evolved and adapted with more and more expectations placed on the contact centre and agent, [...]
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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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