The Year of Contact Centre Employee Engagement
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The Year of Contact Centre Employee Engagement: Our Top 10 Blog Posts

There’s been a sizable change in the industry as contact centres place a stronger focus on employee engagement in order slow agent attrition rates and provide a better customer experience.

This shift, from Workforce Optimisation (WFO) to Workforce Engagement Management (WEM), has turned the focus towards contact centre employee engagement.

As we look back at our top 10 blogs of 2017, it’s easy to see that employee experience has played just as important a role as customer service in contact centre trends.

  1. Reducing the Burden of PCI Compliance in the Contact Centre – With so many industries affected by these regulations, PCI compliance is a hot topic.
  2. Top 5 Tips to Motivate Contact Centre Agents – Keeping agents motivated and engaged is a constant concern for any contact centre manager. Check out these easy, quick tips to start 2018 on the right foot.
  3. A People-First Culture: Calabrio Named a Top Workplace by Star Tribune – We practise what we preach! Being named a top workplace is an honor and shows how engaged our employees are in our mission to zero attrition in the contact centre.
  4. Equipping the Contact Centre of the Future – Contact centres have shifted from a necessary cost of doing business to an indispensable business unit that helps drive positive business results.
  5. 4 Ways to Keep Your Contact Centre Agents Engaged – Finding ways to keep your agents engaged doesn’t need to be an overwhelming task. Take a look at four easy things you can implement right now.
  6. The Customer-First Experience: Are Brands Really Prepared to Deliver? – A great customer-first experience is rooted in the contact centre. Are you utilising it to its full extent?
  7. 3 Customer Engagement Trends to Watch in 2017 – These 2017 trends proved to be true and are not going anywhere for 2018.
  8. Calabrio Named a Visionary by Gartner in New Magic Quadrant for WEM – Gartner has fully embraced the shift to WEM, predicting that by 2020, employee engagement will be a key differentiator for one-in-five contact centres.
  9. Calabrio Brings Business Intelligence to the Contact Centre – Every contact centre is rich with data, but it’s how you use it that counts.
  10. Top 10 Takeaways from C3 2017 – C3 Las Vegas was a huge success! Check out the top takeaways and prepare for next year’s C3 in Nashville.

Employee engagement is only going to gain steam in the future. To stay up to date on what you can do to increase agent engagement in the coming year, check out the Definitive Primer on Contact Centre Employee Engagement.

As Chief Marketing Officer at Calabrio, Rebecca is responsible for lead generation and pipeline marketing, content strategy, customer marketing, and corporate communications. An unflappable veteran of Minnesota’s emerging technology industry with nearly 20 years of experience, Rebecca has been entrusted with millions in venture capital and the formidable task of building lead funnels, and differentiating and positioning entrepreneurial brands. Most recently, Rebecca was Director of Integrated Marketing for Code42—a data protection and security company—where she fueled a content-driven lead-gen strategy, customer engagement/advocacy and communications initiatives. Prior, Rebecca held marketing leadership roles at Trissential, Stellent, and Oracle. Rebecca holds a B.A. degree from the University of Wisconsin.
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