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    • What’s Next for Contact Centres? Key Industry Trends to Watch in 2025

    As the contact centre industry navigates a rapidly evolving landscape, innovation and technology continue to redefine how organisations operate, engage their workforce, and serve customers. In 2025, key contact centre trends like self-scheduling, shifting agent attitudes, the rise of AI-powered voice bots, and advancements in workforce management (WFM) are set to transform the industry further. [...]
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    Protecting customers from seasonal fraud: Using WEM to strengthen financial services contact centres

    Fraud prevention is critical for financial services contact centres, especially during the festive season when transaction volumes rise sharply. This time of year brings a high risk of fraud attempts like account takeovers and phishing scams, as fraudsters exploit the rush and heightened activity. Workforce Engagement Management (WEM) solutions, particularly with advanced analytics, can help [...]
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    Navigating rising retail costs with Workforce Engagement Management: A strategic approach for the festive season

    Retailers across the UK are gearing up for the busiest shopping season of the year while simultaneously contending with rising costs and regulatory changes that will take effect in April 2025. In response to the recent Budget, Helen Dickinson, Chief Executive of the British Retail Consortium (BRC), highlighted the sector’s growing financial pressures [1], including [...]
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    Why smarter WEM solutions matter: Calabrio’s view on the 2024 Gartner Magic Quadrant for CCaaS

    In Gartner’s 2024 Magic Quadrant for Contact Center as a Service (CCaaS), a key message is clear: contact centers need modern, advanced tools to navigate today’s challenges and keep their competitive edge. Yet, as Gartner’s findings reveal, some of the biggest providers still fall short in delivering the level of reporting detail and workforce engagement [...]
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    Stronger Cybersecurity Can Be Simple: Password Policy Best Practices to Bolster Your Defense

    October is Cybersecurity Awareness Month, a timely reminder that security starts with the simplest, yet often overlooked, line of defense: passwords. In today’s digital environment, passwords continue to be a gateway to critical data and systems. However, human behavior — like reusing passwords or choosing easily guessed phrases — remains the biggest vulnerability. Weak passwords [...]
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    Why Manual Quality Management is Falling Behind (and what to do about it)

    The Quality Management (QM) landscape is undergoing a rapid transformation as delivering exceptional customer experiences (CX) has become a defining factor of business success. Contact centers are at the heart of this challenge. But without the right the tools to respond to today’s fast-evolving demands, they can also quickly become part of the problem, rather [...]
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    Using data to set goals: Lessons from Klaus Bang, the Danish Viking and WFM ninja

    Klaus Bang, fondly known as the Danish WFM Ninja, has spent years honing his skills in Workforce Management (WFM). As Senior Workforce Manager at Alm. Brand Group, Denmark’s second-largest non-life insurance company, Klaus has a knack for using data to set precise goals and enhance contact centre operations. His experience spans decades, and his expertise [...]
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    Why Compliance Recording and Quality Management Matter Beyond the Contact Center: The Importance of a Cloud-Based, All-in-One Solution

    Traditionally, compliance recording and quality management were seen as tools for contact centers. However, modern business demands have expanded far beyond this. With heightened regulatory scrutiny and the growing need to protect sensitive information, these tools are now essential for teams across the organization, from sales and legal to healthcare and finance. And in today's [...]
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