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Vacation Planning for Contact Center Agents: How to Unlock Efficiency and Maintain Fairness
In any contact center, the time-off requests and approval process can be a complex and sometimes even contentious issue. And with the end of the year fast approaching, many organizations will be looking toward the coming holidays and considering how best to ensure their agents are granted the time-off they all want and deserve. Getting [...]Read More
Calabrio Enables Contact Center Agent Productivity
From a buyer’s point of view, Calabrio should be a short-list contender in any consideration of agent management technology, from niche point solutions to the complete platform. The high level of innovation and consistent performance ensure Calabrio’s continued role as an important, independent solution provider for contact centers globally. Read ISG Analyst Perspective HereRead More
3 Steps to Get Ahead of the “Time Is Money” Initiative
Most consumers are no strangers to sub-par service—whether it comes in the form of long wait times or complex forms. Organizations know that these lackluster experiences can drive customers away and stand in the way of loyalty and growth. Soon, however, due to the customer service-focused “Time Is Money” initiative announced by the Biden-Harris Administration, [...]Read More
Top Tips for Onboarding Contact Center Agents
Effective and efficient contact centre agent onboarding isn’t just essential for elevating team performance and increasing customer satisfaction. For today’s organisations, it’s a strategic imperative that’s critical to protecting overall business health. With annual staff turnover rates hovering between 30% and 45%, contact centres face a constant challenge of training and retaining their new hires. [...]Read More
Calabrio Named a Leader in G2 The Grid® Report for Contact Center Workforce, Summer 2024
Both customers and businesses alike are counting on today’s contact centers to deliver exceptional experiences and value. To respond to evolving demands and serve as brand guardians, contact center leaders need tools that are innovative as well as easy-to-use—and they need solutions they can trust. That’s why, at Calabrio, we know that our success is [...]Read More
From Data to Decisions: How to Communicate Contact Center Insights to Public Sector Leaders
Massive advances in technology have created citizens and students who are much more empowered than before. And accurate, ongoing interaction insights that help you understand their preferences and behavior are the only way to meet the rising and evolving expectations for the service & support you provide. Unfortunately, most contact centers at public-sector organizations and [...]Read More
How to Measure CSAT Without Surveys: A New Way to Measure User Experience
Quick: what’s the best way to get feedback on how well your conversational bot is meeting customer expectations? I bet the first thing that came to mind was: “A survey!” User surveys may be one of the most common techniques for measuring UX and customer satisfaction. But do surveys actually give you the insights you [...]Read More
Chatbot intent discovery, done right
Now that your virtual agent is live, expectations are that the bot is prepared to handle everything. Customers will ask their question, get the right answer every time; conversations will be fully automated and impeccable, and everyone’s happy. But, let’s be honest, that’s not actually how it goes, right? To imagine every scenario and design [...]Read More
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