Blog

Is your contact centre struggling to keep its knowledgebase up to date? A knowledgebase is more than just a library of internal information, when used effectively, it empowers agents and enhances the customer experience. By organising and streamlining access to essential data, it serves as a cornerstone for delivering exceptional service. With the rise of [...]

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 [...]

L&Q, one of the largest housing associations in the UK, has embarked on a journey to revolutionise its WFM practices, resulting in significant improvements in both customer satisfaction and employee engagement. In this blog post, L&Q share their transformation and the lessons other housing associations can learn from their success. The catalyst for change at [...]

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. [...]

The financial services industry is undergoing a significant digital revolution. Fintech companies are disrupting the market with innovative methods for people to bank, invest, and manage their finances. Meanwhile, traditional firms are striving to catch up, undergoing extensive digital transformations. However, as they shift focus, many local banking branches have been vanishing from our high [...]

In the last few years, supply chain disruptions have been a huge problem for the UK retail sector. Driven by extreme weather, the global pandemic and of course, Brexit, this turmoil has had a ripple effect on contact centres. These disruptions have impacted everything from product availability to delivery timelines, which directly affects customer service [...]

The integration and role of artificial intelligence into workforce engagement management solutions has become a key focus for many contact centres. Over the past decade, AI has been both a buzzword and a beacon of hope, promising efficiency gains and improved customer experiences. Yet, as our recent State of the Contact Centre research reveals, the [...]

As summer approaches, it's important to ensure that your contact centre is fully prepared to handle the increased demand while also providing your agents with the opportunity to enjoy their well-deserved vacation time. Failure to plan ahead and properly allocate holiday allotments can result in chaos for your contact centre. At Calabrio, we understand the [...]