Blog

Having worked in the contact center industry for many years, I’ve become very familiar with how important random call sampling is to quality assurance. It’s a practice that most, if not all, contact center leaders rely on to measure agent performance and ensure quality customer service. Still, it’s also rather limited in what it can […]

  Every company understands the critical importance of regulatory compliance.   The consequences of being found out of compliance with regulations such as HIPAA or Sarbanes-Oxley include lengthy audits, hefty fines, lawsuits and customer distrust. These ramifications are dire and can threaten the long-term viability of an organization. But even with the best of intentions, […]

Has "employee empowerment" become a worn-out buzzword or over-used contact-center cliché? Absolutely not! Let's go back to the heart of the meaning of the term "empowerment." Then let's review the millennial mindset in order to understand what empowerment means to them. Finally, let's reiterate why doing everything in your power to promote agent empowerment is [...]

Tommy Palomäki, Senior WFM Consultant, Calabrio explains from his own experience how workforce management puts you in control of the busiest summer periods Soaring temperatures and a bit of sunshine are great news for business as sales of sausages, barbecues and ice-cream rocket and holiday resorts benefit from the mad rush for last-minute trips to [...]

When it comes to delivering excellent customer service, most people would say the cable industry isn’t exactly a shining example of customer satisfaction. Historically, their reputation in this arena has been acceptable at best, and more often described as “nightmarish.” So if you’re wondering what you could possibly learn from reading this—don’t worry, I’ll explain. […]

Digital transformation in the Contact Center: this was the topic that I presented in the Dominican Republic recently. Now, you may say to yourself " Yeah, yeah, I've heard it all before." However, the audience reacted positively upon hearing some striking – even astonishing – facts that I laid out. I'd like to share some [...]

Our world is digital and there’s no getting around it. We trip over it everywhere—people are on their laptops, phones and tablets searching the web, surfing social networks and downloading apps, all while walking down the street. This digital generation is also making strong judgments about the quality of service they’re receiving from brands on […]

Teleopti Wins Frost & Sullivan’s 2016 EMEA Customer Value Leadership Award Since Calabrio’s inception in 1992, we’ve been working relentlessly on raising employee engagement and satisfaction – both in our own internal operations and in our workforce management (WFM) solution. Our efforts have now been rewarded with the prestigious 2016 EMEA Customer Value Leadership Award […]