Blog

Following his presentation at Teleopti’s Americas User Forum, Russell Onofrio, Vice President, Call Centres, at Visit Nurse Service of New York, looks at flipping the corporate scenario and what really matters. “Most organisations continuously strive to achieve operational excellence, spend less effort understanding the customer experience and even less time on employee engagement. By combining [...]

In today’s competitive landscape, brands are recognising that creating a first-rate customer experience is a significant differentiator and the key to establishing customer loyalty. At Calabrio, we know the value of the contact centre and the critical role agents play in delivering on a brand’s promise—agents are a brand’s ambassadors during every single customer interaction. […]

The holiday season marks the most important time of the year for many businesses, while the measure of success is placed on total sales, the work of a company’s contact centre is equally important. Sales provide an immediate impact, but the contact centre’s role in supporting the total customer experience ensures that impact is not […]

The contact-centre industry lacks visibility into job applicants’ capabilities across verticals and geographies. Brent Holland, EVP at FurstPerson, walks us through research on data captured from global contact-centre applicants to help close the knowledge gap and provide insight into the relative strengths and limitations of talent pools. Contact centres are an efficient, cost-effective vehicle for [...]

Financial institutions are all about the numbers. Credit scores, income levels, tax brackets. You name a piece of big data and the financial industry has learned how to find it, measure it, slice it and dice it. Except when it comes to Voice of the Customer (VOC). VOC data has historically been extremely challenging to […]

When it comes to WFM, there are some very important things that are generally not considered. What happens when contact-centre agents, the frontline soldiers of your organisation, are not happy? Traditionally, WFM adopted in the past has not been very accommodating to agents. Managers would create forecasts, plan and schedule – the latter often done [...]

Your contact centre agents are your company’s face to the outside world. They’re on the front-line with your customers every day—the employees you trust to maintain those critical buyer relationships. But the job of a contact centre agent isn’t an easy one. And those roles are vulnerable to high turnover. It takes a special mindset to […]

In a previous blog post, we discussed how a solid customer engagement plan starts with an engaged workforce. In the contact centre, this means agents who are not only armed with the right tools, training, and technology to best serve customers in every single interaction, but who are focused on building long-term, loyal relationships with […]