The Calabrio Voice

Workforce management (WFM) is ready for prime time in the contact center industry. That may seem an odd statement for an application that’s been around for decades. However, studies have shown that though return on investments for WFM solutions are enormous—only 50 percent of the market is using them (Making WFM Work). (more…)

A few months ago, one of our employees found a post on a user group forum from a frustrated customer about an issue he was having with his agent desktop. The customer had turned to a public forum to voice his frustration. We looked at this forum post as an opportunity to make things right for our customer (more…)

In a recent post, I wrote about how distractions have always existed in the contact center and the need to adapt by managing to the individual agent. If managers engage and empower their agents using WFO applications, then social media and other distractions become secondary and simply help agents recharge throughout the day. (more…)

July is a hot month for Calabrio and I’m not referring to Minnesota’s current heat wave. We recently had a great showing at Cisco Live! in Las Vegas, we were just notified that we’ve been awarded both the IP Contact Center Technology Pioneer Award and the Communications Solutions Product of the Year Award from TMC (more…)

In the past few years, I’ve heard a common debate among contact center managers about whether to allow social media access to their agents. Many contact center leaders see social media as a distraction that will decrease efficiency and service level quality. I, however, see social media as just the latest work-time pass-time for this generation of workers. (more…)

As a CEO and former CFO, I’m very familiar with the sales and financial analysis reports an executive receives. In many organizations, executives still tend to zero in on operational costs as it relates to the contact center, unless the contact center is primarily driven by outbound sales calls. (more…)

In my last post, I wrote about the important role a contact center provides to a business. Without good service from your contact center, customer satisfaction suffers as does the overall business. In order to help achieve good service, companies must first satisfy those who run the contact center engine – the agents. (more…)

In my last blog, New Expectations of the GUI, I talked about the way my teenagers interact with data. They also spend a fair amount of time like zombies in front of the TV. A few weeks ago, the zombies weren’t around, so I had the TV all to myself. As fate would have it, the cable wasn’t working. (more…)

As I my watch my teenage children work and study and play with content, I’m fascinated by their manner of information consumption and their trust in data. Today’s younger generation doesn’t necessarily question the accuracy of how applications manage information, but they do care about the “presentation” of the information.   What used to be endless and scattered data can now be consumed and processed in mere seconds by the user via widgets and social media-like feeds. (more…)

Last week at Enterprise Connect, we caught the attention of a curious character from a company that is aptly named Stanworldwide.

It’s ironic that the top sales guy for a company with a message, demeanor, product portfolio and service ethic that runs completely counter to those we hold at Calabrio (uncomplicated, agile, focused on customer service) was positioned so close to our exhibit space. (more…)