This blog is a little different than our usual WFM posts but we have some exciting news! Olle Düring, shares some insights around the possibilities the acquisition by Calabrio brings, how we together are on a mission to humanise customer and employee experiences.
The importance of human connection in business has come back in focus in recent years with the upward trend for customer experience (CX). This has consequently elevated the role of the contact centre and its crucial position in creating customer-brand connections. Forming the frontline between an organisation and its customers, the work of contact centre agents can easily make or break a customer relationship. Modern contact centres must offer effortless, efficient customer experiences across multiple channels, a task that has become increasingly difficult with today’s customers demanding faster access to help.
This balance of human caring and digital innovation must also be present when managing the employee experience. As self-service and chatbots start to take on simpler CX tasks, ‘human’ agents are handling customer interactions that come with rising complexity and sensitivity, but such continuous intensity also introduces the potential for higher employee stress and burn out. To avoid this, companies have to embrace the possibilities of automation while still blending variety into agent workloads, continually balancing the mix of high and low-intensity tasks scheduled for them. In the world of customer service today, the need for flexible, humanised people planning maintains its vitality, in fact, it reaches new heights. To learn more about how you can finally see the full picture of your customer experience, read our complete guide to customer interaction analytics.
Teleopti has since the start pioneered the human touch as a mission-critical part of customer and employee experiences. We have continually developed and delivered workforce management (WFM) solutions that empower companies to meet customers with skilled agents, in the right channel, at the right time, as well as build a humanised workplace for agents to feel supported by the organisation and motivated in their work.
Meeting the challenge of seamless CX requires two other essential approaches. First, agents must have easy, instant access to the information they need to help customers, no matter which channel they use. Second, the organisation must have deep insight into agent activities, so it can accurately assess the customer experience and optimise agent interactions. It is bringing these elements together with cutting-edge workforce management that finds the real sweet spot for customer experience.
Calabrio, the customer experience intelligence company headquartered in Minneapolis, Minnesota, USA, has long been a disruptive leader in the WFO industry. They have focused on providing contact centre agents with exactly what they need: the tools and insights required to forge deeper, more human connections with customers—while also supporting the organisation’s ability to meet contact centre performance and compliance objectives.
Calabrio’s acquisition of Teleopti disrupts the industry once again, creating a global, scalable, cloud-based customer experience intelligence suite by combining Calabrio’s customer experience solutions with Teleopti’s workforce management suite. Calabrio and Calabrio are a great match—we share customer-first mindsets, innovative and fun company cultures, and a commitment to humanise the workplace.
For our customers, the combination of Calabrio and Teleopti—and our combined 35+ years of market leadership—means a best-of-breed set of WFM features and tools, alongside the opportunities on offer with the seamless integration into the Calabrio ONE WFO suite, architected for maximum scalability and flexibility. Calabrio and Teleopti coming together also means more than 600 employees focused on helping our customers deliver outstanding experiences for their customers, as well as their employees.
We’re excited for the opportunities this acquisition brings to the market, to our customers and our partners, and we look forward to becoming a part of the Calabrio team as we continue our mission to enrich human interactions inside and outside of the contact centre. For more info, read the press release!