Last week, we announced two Calabrio customers were named finalists in the Society of Workforce Planning Professionals’s (SWPP) “2020 Workforce Management Professional of the Year Award” programme. And one of them—Sharon Jones of National Debt Relief (NDR)—WON!! According to Sharon, “I’ve had the opportunity to review the resumes and write-ups of my fellow nominees, and […]
Workforce managers need a better process to communicate with agents about events impacting their schedule. This could be everything from intraday events—such as working overtime or voluntary time off—to notifying employees about weather related events such as snowstorms that would impact their ability to safely come to work. With mobile use only increasing, managers and […]
Interaction (speech and text) analytics (IA) is a solution that sells well in both strong and weak economies. This is because IA generates measurable benefits that contribute to a company’s top and bottom line. When IA is applied consistently in contact centres, which are the primary buyers of these solutions, it improves the customer experience […]
Our recent Evolving World of Work report showed how customer expectations are only rising. Are you prepared to tackle the challenges of our new working world? Calabrio and James Dodkins want to help! He has now made his award-winning customer experience certification programme available online — and you can apply now for a sponsorship! Hear […]
I was really excited about 2020. I planned for several speaking appearances, multiple business trips and new connections with customers, partners and leaders in our space. Lots of hand shaking, group pictures, happy hours and just connecting. You know — all of the things we aren’t allowed to do anymore! The pivot from in-person events […]