Solid demand forecasting and having the correct headcount is the bedrock of any high performing organization. Get it right, and you are ready to win. Get it wrong, you risk your customers, staff, and profit margins.
Every generation brings to the workplace a set of overarching characteristics that are shaped by the events and cultural norms of its day. What has worked for employees of past time may not meet the same needs for the current workforce of today – of which Generation Z makes up nearly 25%.
It’s never been more important for a business to get closer to their customers, understand their needs, and deliver outstanding customer experiences (CX). Buyers expect organisations to put the customer at the centre of everything they do.
Join Calabrio in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience.
I webinariet kommer vi fokusera på Quality Management som ger användare av Calabrio One en ny snyggare och enklare möjlighet att välja ut, lyssna och bedöma samtal och interaktioner integrerat med resten av Calabrio One.
Recent times have brought a lot of professional changes, with these changes came a heavy focus on ensuring employee satisfaction and engagement, but what about the managers? Watch the webinar to learn more.
The shift to remote work, rise of the cloud and development of customer expectations, among many other factors, means that in 2021, each stage of an agent’s journey with your organisation must be re-evaluated. Watch the webinar to learn more.
Many are embracing the perks of remote working, yet from needing time to oversee third-grade lessons to the potential pause on training, there are challenges for even the very best customer service agent. Watch to learn more.
Accurate, streamlined planning is the first step in ensuring your contact centre is ready for rapid growth and optimisation. Watch the webinar on-demand and learn more about scheduling in Calabrio’s NextGen WFM.
Calabrio surveyed 300 contact centre professionals from a broad range of industries across the U.S. and U.K. to find out what the evolving world of work will look like in their organisation. Watch the webinar to learn more.
In times of crisis, this is especially important. If your customers are concerned, anxious, or asking you to help them with a problem, it’s vital to ensure your agents have the right messaging in response.
The work-from-home contact centre model has taken on new importance. Many companies are managing fully remote workforces for the first time, or even having to transition their contact centre over to the cloud—fast. Watch to learn more.
Now, more than ever, you need to understand what your customers are going through. Your business’ objectives have likely changed dramatically, and your customers are looking for some form of stability right now.
Poor customer service costs U.S. companies $41 billion every year and you begin to understand why “customer experience” (CX) is a primary focus across our industry. Watch the webinar on demand to learn more.
Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions. The scalability of our cloud platform allows for quick deployment of remote work models—and it gives our customers precise control over both operating costs and customer satisfaction levels. Our AI-driven analytics tools make it easy for contact centres to uncover customer sentiment and share compelling insights with other parts of the organisation. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support.