One undeniable impact of COVID-19: impatient, exhausted and sometimes desperate consumers expect much more of the customer service teams with which they engage. And, if dissatisfied with the experience, they’re much more likely to promptly take their business elsewhere. That’s why many contact centre leaders consider agent training to be one of their top priorities [...]

As economies recover following the Coronavirus Pandemic cloud-based contact centres will become standard – that’s the verdict of over 300 contact centre professionals when asked about the future of their industry. Even before anyone had heard of COVID-19, the shift was happening but the acute pressures of managing virtualised home-working teams while meeting rising customer [...]

2020 was a time of great change for the contact centre. Agents began hosting their frontline communications with customers from home offices – fundamentally shifting how the workforce operates – and many companies finally recognised that new strategies were needed to their customers’ needs at the forefront. To better meet the challenges stemming from the [...]

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 […]