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As the saying goes, “work smarter, not harder.” I often find that in the contact center world, extreme effort is linked to tasks that, while important, are still manual and tedious. Scheduling, forecasting and time management are some examples of tedious chores that no longer need to be completed through the use of time-consuming spreadsheets. […]

By January 2018, financial institutions will need to be fully compliant with the Markets in Financial Instruments Directive II (MiFID II) legislation. What does this mean? Well, in an effort to make financial markets in Europe more transparent and resilient, companies must prove that they have acted honestly and in accordance with client wishes. It […]

(C3) is just around the corner! Check out our latest in the 2017 Speaker Spotlight series. Jaslyne Halter, contact center analyst II at Erie Insurance, will be discussing how to transition from a part time contact center into a fully functioning, 24/7 contact center with Calabrio Workforce Management (WFM) at the center of the change. […]

We’re less than one month away from C3 and here’s another installment of our Calabrio Customer Connect (C3) 2017 Speaker Spotlight series. Cassy Dunn, business process improvement and program manager at Paychex, will present about change management and how the Paychex Center of Excellence is supporting employee engagement during C3, October 1‑4 at Red Rock […]

Here’s another installment of our Calabrio Customer Connect (C3) 2017 Speaker Spotlight series. Ellen Hatton, risk oversight manager at J.D. Byrider, will share her story of moving from manual quality assurance scoring and processes to Calabrio Quality Management (QM), October 1‑4 at Red Rock Casino Resort & Spa in Las Vegas. Name: Ellen Hatton Company: […]

The benefits of a strong quality assurance program stretch far beyond the walls of the contact center. By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience. This ultimately leads to increased customer retention and loyalty. Technology has made huge advances in recent […]

  With Calabrio Customer Connect (C3) 2017 fast approaching, we’re highlighting some of our customer presenters on the Calabrio blog in a Speaker Spotlight series. I connected with Ryan Bradley, director of the Center of Excellence at Erie Insurance, to talk employee engagement and data strategy. Ryan will be a part of our analytics expert […]