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 […]

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 […]

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 […]

When it comes to reaping the full benefits of self-service, it is about planning and a well thought-out strategy. Annica Ronquist, Head of Global Customer Operations and Services at Teleopti, outlines 5 top tips for self-service success. One of the common myths associated with self-service is that it reduces the number of calls coming into [...]

It has been a great week at Enterprise Connect and one thing is clear—the contact centre is primed and eager to make the move to the cloud. We’re seeing the demand for Contact Centre as a Service (CCaaS) platforms increasing, as more and more brands recognise the important role the contact centre plays in both [...]

In the last few years, we’ve seen companies—old and new, large and small— across every major industry fundamentally shifting the way they do business to be laser-focused on the customer. They have come to realise that “the age of the customer” is more than a phrase, it’s a business reality, and they’ve learned that: The […]

Companies often take a reactive approach to important decisions about their customers because “hindsight is always 20/20.” The problem with hindsight is that it doesn’t always help brands fix issues until it’s too late. To help stay ahead of problems, many companies are employing speech analytics in their contact centres to look at their customer […]

Connor Bourke, CEO of Optima WFM, a leading provider of managed WFM services, returns with his second guest blog for Calabrio this week. Connor explores the 22 signs that your company is in need of a WFM solution. A successful contact centre can’t run on uncertainty or guess work. ‘That’s just the way it is’ [...]