Leadership has certainly had its challenges this past year—as face-to-face meetings have been replaced with virtual interactions and team camaraderie turned into sending emojis over chat. Albeit the hurdles, we’re proud to announce one of these leaders has been recognised by ICMI as a stand-out manager. David Flores from GreenPath Financial Wellness is named a [...]

There’s something to be said for planning ahead. But no one was planning for a pandemic. Or were we?   On the surface, Calabrio and our customers were planning for a continued shift to a hybrid workforce, more agent autonomy and flexibility in scheduling. We were planning for a cloud-first infrastructure that would enable fast scalability, [...]

Meeting rapidly changing customer expectations in the new world of remote work demands far higher levels of agility from organisations everywhere—and places an even greater focus on improving customer service.  As businesses prepare to take advantage of a revitalised global economy, the phrase ‘we are all in it together’ applies to everyone—not just the contact [...]

When Calabrio surveyed over 300 contact centre professionals, the most effective way to improve employee engagement moving forward was quoted to be giving people the ‘right tools and tech’. This comes as no surprise as agents regularly contend with 20+ different desktop applications to serve customers. In today’s connected world “my system is running slow […]

CX is the most important aim of contact centres today and many professionals in the industry believe the customer service experience will impact brand loyalty even more than before the pandemic.  As businesses prepare to transition from survive to thrive mode, now is the perfect time to look back on lessons learned and come up [...]

We’ve seen customers creatively step up to the challenges of this unique year—engaging their workforce and delivering on customer service expectations. We’re proud to share that one of these innovators has been recognized by the Society of Workforce Planning Professionals as a top-notch contact center leader. Three cheers to Aaron Jacobs of GE Appliances! Here’s […]

There is no shortage of tools on the market that can help drive new QM efficiencies into the call centre. But without the right strategy and a deep understanding of the business goals to be served by the program, these tools will often fall short of their intended objectives. Before a call centre can achieve [...]

Call centre technology is evolving rapidly. With each advancement, emerging strategies promise to push quality management to the next level—delivering new value to the call centre and across the entire enterprise. Here are five trends that are changing the way QM is delivered—and revealing new ways organisations can capitalise to create better outcomes for their [...]