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Evolving employee engagement with Workforce Management (WFM)
From experience Calabrio believes successful companies start with inspired people and here, Olle Dűring outlines 7 winning strategies to make your organization a great place to work. At Calabrio we agree with the saying “to win in the marketplace, you must first win in the workplace ”. This is especially relevant as employees often spend [...]Read More
Call Center Analytics: 5 Foundational Keys to Success
Read MoreIt’s a fact: analyzing content-rich, customer-focused call center data can reveal valuable insights. Yet even the smartest and most progressive call center leaders struggle to launch new—or advance existing—call center analytics initiatives. But why? In my work with Calabrio customers, I see the same five factors surface time and again as the primary stumbling blocks […]
3 Ways Calabrio is Building a Customer-Centric Culture
Read MoreI have been extremely fortunate to be a part of Calabrio for a very long time—and have witnessed how our approach to helping customers has evolved. When I began my career, the organization looked very different than it does today. My colleagues and I were technical trainers who help our clients get the most […]
Guest Blog: There’s a brighter future for contact centre agents
The advent of “customer experience is king” is changing the landscape for organisations across industries, presenting new challenges and highlighting pain points many contact centers have been trying to address for years. This includes first contact resolution, being easy to do business with, reducing agent attrition and eliminating mundane and repetitive tasks. Ultimately, the goal [...]Read More
8 Reasons to Migrate to Cloud Call Center Software
Moving to a cloud call center can prove particularly valuable with virtually limitless resources; fast, cost-effective scalability to accommodate seasonal changes and sustained growth; and access to new or more robust technology such as customer interaction analytics. Yet, despite the many benefits, concerns about data security–and the cost and effort to migrate data to the [...]Read More
Let Calabrio be Your Key to Success at SWPP 2019
Read MoreSWPP Annual Conference is being held on April 23 – 25 at the Omni Nashville Hotel in Nashville, TN. Whether you’re a workforce management veteran or new to the industry, SWPP has over 60 sessions across all skill levels. We’re looking forward to exhibiting at the conference and showcasing our latest version of Calabrio ONE. […]
Centralized or de-centralized WFM: 5 ways to strike the perfect balance
New business models and organizational change have put the debate over centralized versus decentralized workforce planning back on the table. Kanogo Njuru at Calabrio advocates a balanced approach using Workforce Management (WFM) technology to blend all types of service organizations. In the past, workforce planning was often managed by local teams out in the field. [...]Read More
3 Ways Retailers Can Use the Contact Center to Improve Customer Experience
Read MoreNo one ever said working in retail was easy. There are long hours, narrow margins, heavy competition and the threat of loss at every turn. You spend most of the year in the red, hoping for a big holiday season, and sometimes it doesn’t happen. Succeeding in retail is tough, and these days it’s even […]
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