In the first three blogs of our four-part “CX Empowerment” series, I explained: why we at Calabrio now believe cloud and cloud-powered workforce management (WFM) are the only right choices for all customer service organisations; how only cloud enables customer experience (CX) managers to lead in a better, brand-new way; and how only cloud empowers […]
In our first two blogs of this four-part “CX Empowerment” series, I explained why we at Calabrio now believe cloud and cloud-powered workforce management (WFM) are the only right choices for all customer service organisations, and how only cloud enables customer experience (CX) managers to lead in a better, brand-new way . Managers, however, aren’t […]
Last week, I referred to Calabrio as —a “first-to-cloud and cloud-first” company. No longer “cloud-agnostic,” we at Calabrio believe cloud is the better, more strategic choice for all customer service organisations. In fact, we went so far as to say cloud and cloud-powered workforce management (WFM) are the only right choice. This statement is particularly […]
We all have a new normal right now—one bound to persist in some form even after we return to our regular lives. And that’s true for contact centres as well. For nearly a year, customer service organisations have dealt with unexpected, increased demands for customer experience (CX) flexibility and agility. These temporary demands have evolved […]
The pandemic has shifted the world of work and elevated the importance of agility in contact centres to meet the moment – whatever that moment may be. Right now, it’s working from home (WFH) which presents significant challenges for many, and addressing these challenges successfully is critical at a time when customer expectations are also […]