WFM and planning professionals customarily have a set of specialised skills that are used to create magic, ensuring that when customers contact a company, that this can be done with ease and rapid accessibility. To provide this, assumptions are based on historical volumes, average handling times (AHT) and even historical shrinkage. However, is there really [...]

Success doesn’t happen by accident. You can’t catalyze growth without a commitment to make a change. For every company, there’s a time when you must invest in prosperity and build a strategy to reach new levels of success and break through barriers. But what if growth didn’t have to be so difficult? At Calabrio, we believe […]

Last month, I had the pleasure to speak at a joint webinar with Teleopti where the hot topic concerning customer-service organisations was discussed. Practical tips were shared, based on our own company experiences about how to communicate with and engage the Gen Y workforce. Webinar here. Corporate Social Responsibility (CSR) may be employed to contribute [...]

Delivering a great customer experience isn’t really an option. It’s something your organisation must do if you want to keep your customers satisfied and coming back for more. But organisations really struggle with the idea of encouraging their customers to return, as they are so focused on the cost per transaction. Most contact centres are designed […]

Against the clock The holiday selling season is critically important for retailers, with some high-end companies generating nearly 75 percent of annual revenue between November and year-end. To limit possible technical problems with online and catalog phone sales, many retailers observe a strict “IT lockdown” between November and January each year. The Situation: Thus, the [...]

Calabrio is growing Sure, we have a bias, but our belief that Calabrio ONE is the most innovative and visionary customer engagement and analytics technology available today is based on eight solid reasons. More than 4,000 customers around the globe agree, and they are integrating their solutions at a rate four times the industry average. […]

As customers become more empowered through technology, so must the organisations that serve them. Analytics in the data-powered contact centre are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. “Contact centre agents are at the forefront of addressing client needs and have a direct and profound [...]

Staples really got it right with their bright red “easy” button. Millennials place a huge emphasis on making it easy for them to do business with a company. And while it is the Millennial generation that forced the issue – go Millennials! – Boomers and Generation X’ers are more than happy to add their voices to […]