Blog - Page 47 | Calabrio
Blog
Find More Great Content

The evolution of WEM: goodbye traditional operational management – hello engaged, well-managed employee

Earlier this year, Gartner, the research analyst firm, changed its Magic Quadrant evaluation category from Workforce Optimisation (WFO) to Workforce Engagement Management (WEM), highlighting an adjustment in what they view as important for the Contact Centre industry. Such a renaming and refocusing goes hand in hand with the needs and values that we here at [...]
Read More

New Term – New Customers

Starting a new term feels full of promise.  Ben Willmott at Calabrio, considers how contact centres can match service to today’s new young consumers - tomorrow’s big spenders Young people today make up the fastest-growing and most influential group of consumers and it’s high time we took notice of them and really listened to what [...]
Read More

How Analytics Technology is Changing the Contact Centre

The contact centre as profit driver keeps popping up on lists of top business trends for 2016. Surveys show 3 in 4 organisations now view the contact centre as a key differentiator—no longer just a cost centre. Despite this big talk, most organisations are doing a terrible job of extracting business value from their contact […]

Read More

C3 Preview: Customer Engagement Starts with the Workforce

This week is International Contact Centre Week, and it’s all about celebrating contact centre agents and their hard work on the front lines of customer service. So, it’s only fitting that this is the same week we announce our upcoming Calabrio Customer Connect (C3) conference and speaker lineup. C3 is our annual user conference, and […]

Read More

The Simple ROI of WFM

How can you leverage WFM to make quick-and-easy wins for your return on investment (ROI)? I'd like to share a couple of quick-and-easy, real-world scenarios that immediately will turn into wins for your contact centre. Shave the Payroll! Assume that everyone in your 100-agent contact centre works a 40-hour work week. How often do you [...]
Read More

Calabrio Named a Leader in The Forrester Wave™: Workforce Optimisation Suites, Q3 2016

Calabrio named WFO leader in 2016 Forrester Wave Workforce optimization (WFO), at its core, is how companies capture customer service interactions in order to increase agent performance and engagement, and provide superior experiences for customers. WFO is the enabling technology for how brands listen to the voice of their customers; the right WFO suite can make the [...]
Read More

Can Speech Analytics Deliver a Payback and Benefits?

Speech analytics is one of the most exciting and valuable applications to be introduced into contact centres in the past 15 years. It is the only application that converts phone conversations into transcripts, insights and actions. (Text analytics does the same thing for written communications like emails, free-form feedback from surveys, chat/SMS sessions and social […]

Read More

Using Speech Analytics to Improve Your Contact Centre

Speech analytics solutions gather insights into the performance of contact centres and other operating areas within an enterprise. These solutions analyse recorded conversations, which means that they “know” what is happening in the contact centre and can often identify what needs to be done to resolve the issues. Contact centre leaders can take advantage of speech […]

Read More

Start typing and press Enter to search

Send this to a friend