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Calabrio Academy

Your success is our success.

Welcome to the Calabrio Academy

The Calabrio Academy is our video self-service library. These videos offer engaging growth opportunities for not just Calabrio ONE users but the entire contact centre community. Learning has never been made easier. Check out how to achieve excellent customer service, how to build a better team, how to better understand your analytics and much more!

Featured Video:

 

The Secret to Understanding Analytics

Our featured video comes from our Analytics for the Masses channel and explains the non-technical secret to understanding analytics and why it’s had such a rise in popularity.

Building a Better Team

Employee engagement is quickly becoming one of the fastest growing-and most important-areas within a call centre. What are you doing to make sure your agents are engaged? Build a Better Team is a place for leaders to learn how to create an environment that fosters growth of both the individuals they lead and the organisation as a whole.

Why the One-on-One Meeting is Vital to Success

Whether you’re already holding one-on-one meetings, or you’re considering starting, here are tips to leverage one-on-one meetings for maximum effectiveness.

Coaching and Training Agents

Looking for ideas for on how to coach and train your agents? Watch this video to learn more.

Prioritising Tasks Based on Importance and Urgency

You can be busy and still not get a whole lot done. The trick is figuring out what to focus on, what to schedule for later, and what to stop doing all together. Here’s a model that can help you figure out which is which.

Learning Beyond Lecture

Adult learners don’t learn well from lecture. See how to actively engage agents in the learning process using self-paced activities, group work, and on-the-job training.

The Customer Experience Help Desk

Customer Experience is something everyone-from the CEO to the newest hire-should be focused on. A positive customer experience is critical for your organisation’s success. Learn tips and tricks of the trade you and your agents can put to work right away.

Avoid Alienating Your Customers by Avoiding Jargon

Customers don’t know the technical terms and industry concepts contact centre agents know. Learn how to speak in a more understandable way.

How to Use Acknowledgement Statements

Learn about acknowledgement statements and how they help agents recognise customer emotions and build relationships.

The Confused Customer

Confused customers can take a toll on an agent’s patience. Watch this video to discover the best to ways to deal with them.

Apologising Well

This video reveals the steps needed for agents to make an effective apology to an upset customer, without bad-mouthing the company or making the situation worse.

Analytics for the Masses

Big data and analytics are omnipresent. Don’t just marvel when it works; instead understand it and give both you and your organisation a leg up.  Analytics for the masses is where our expert’s breakdown big data concepts into easy to comprehend bit-sized videos. Armed with the fundamentals, you’ll be better able to make data driven decisions. No prior analytics experience is needed.

One Quick Question: What is Metadata

Every other Thursday someone from the Innovation Design team helps make analytics and data consumable for all. This week we tackle the question what is metadata.

Enhancing Quality Management

How do you spot opportunities in your contact centre?  Todd Marthaler from the Innovation Centre team explains the most agile way to enhance quality management.

5 Ways to Spot Bad Data

With the rise of big data there are big errors are happening everywhere. Arm yourself with these 5 common data slip-ups so you can spot bad data.

The Secret to Understanding Analytics

You don’t need a team of data scientists to effectively run an analytics programmeme. Learn the five most important traits to look for when hiring a data analyst.

You + Calabrio

Calabrio offers many technical solutions to help you do your job better but keeping up with them all is a challenge. Calabrio + You is a collection of examples of how Calabrio can help elevate your contact centre to the centre of customer and employee engagement for your organisation. From how to use the suite, to best practises for success, to use cases and case studies to creative suggestions on how to use Calabrio ONE find it all here.

Calabrio Analytics

Get the edge by addressing the unknown. Leverage intuitive, AI-fueled analytics to unlock interaction insights that drive smarter decisions and better experiences.

Calabrio Workforce Management

The most advanced WFM solution on the market—with enterprise-grade tools and the best agent experience available today.

Calabrio Quality Management

Make the most of every customer interaction and bring the best out of your agents with AI-powered predictive scoring, sentiment analytics, QM dashboards, and built-in gamification.

Calabrio Call Recording

Capture and securely store the full Voice of the Customer with automated omnichannel recording, secure storage, and simplified searching and review.

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