I recently gave a webinar entitled: "Adherence from a strategic and employee perspective." Adherence is one of the most important KPIs (Key Performance Indicators) of the customer-service industry. My aim then was, and is now, for contact-centre managers to understand that decisions about adherence have an impact on forecasted need and attrition, team-leader administration and [...]

It’s time to open the possibilities of your contact centre with an omnichannel approach Many of us rely on GPS navigation while driving to avoid getting lost on our way to a destination. However, a good GPS isn’t static; it will offer up alternate routes depending on things like traffic and road closures. Essentially, it […]

Make your collected data productive. Most executives know that collecting data is central to making operations efficient. However, the typical data collection systems don’t allow companies to extract the full value from that data. Companies have to stop thinking that collecting and storing data is enough. Whether structured or unstructured, the purpose of data is […]

Jeremy Hamill-Keays, Product Manager, Calabrio reveals the major headaches and explains how a cloud-based approach to WFM has all the answers With the IT landscape transforming at lightning speed, contact centres must keep up to remain competitive. According to the “Dimension Data 2015 Global Contact Centre Benchmarking Report”, “workforce management is one area in which [...]

Jeremy Hamill-Keays, Product Manager, Calabrio takes a look at how workforce management fills the gaps Running a successful contact centre means being proactive and not reactive – once the level of service starts to drop it can often snowball, one delay leading to a bigger delay and so on. So it is important to be […]

Providing the best customer experience possible is at the top of every company’s priority list. Brands know that customers want personalised, proactive service that validates their purchase decision. Customers want brand interaction to be seamless and easy, and brands know that they risk losing their competitive advantage if they fail to deliver. With this pressure […]

Do you know how many times the average user checks his or her smartphone a day? It comes to a whopping 150 times a day! This explosive rise in mobile usage gives us the chance to stay connected 24/7. This also allows customers to shop and interact with businesses in ways that were unimaginable only [...]

While technology certainly plays a key factor in this and has made it easier for companies to transition to a remote work environment many of them are still not quite sure what policies they need to adopt and what first steps to take to keep their remote employees happy. If you are looking for ways […]