Blog - Page 52 | Calabrio

Blog

Find More Great Content
mobile customer experience

How to kick start your mobile customer experience programme

Imagine this scenario, a young woman is walking down the street on her way to work listening to music on her smartphone with her wireless headset while playing on one of her apps. When you think about it, this isn't some hypothetical story that is hard to imagine. It's our everyday life. We have become [...]
Read More
Hands touching a smart phone

3 Reasons Your Contact Centre Needs to Go Digital

When you close your eyes and imagine a contact centre, what do you see? Is it a dim and dusty room filled with rows of headset wearing agents, half-heartedly responding to customer complaints? Or, is it a buzzing and dynamic environment equipped with 21st century customer engagement and analytics technology that empowers businesses to predict customer […]

Read More
Office workers chat by a computer

Adherence – from a strategic & employee perspective

I recently gave a webinar entitled: "Adherence from a strategic and employee perspective." Adherence is one of the most important KPIs (Key Performance Indicators) of the customer-service industry. My aim then was, and is now, for contact-centre managers to understand that decisions about adherence have an impact on forecasted need and attrition, team-leader administration and [...]
Read More
Woman holding smartphone

Omnichannel is Here: The Case for a Digital Contact Centre

It’s time to open the possibilities of your contact centre with an omnichannel approach Many of us rely on GPS navigation while driving to avoid getting lost on our way to a destination. However, a good GPS isn’t static; it will offer up alternate routes depending on things like traffic and road closures. Essentially, it […]

Read More
Man holding tablet

Business FOMO: You Might Have the Data, But is Your C-Suite Missing Out on Profitable Insights?

Make your collected data productive. Most executives know that collecting data is central to making operations efficient. However, the typical data collection systems don’t allow companies to extract the full value from that data. Companies have to stop thinking that collecting and storing data is enough. Whether structured or unstructured, the purpose of data is […]

Read More

What’s keeping you from Workforce Management in the Cloud?

Jeremy Hamill-Keays, Product Manager, Calabrio reveals the major headaches and explains how a cloud-based approach to WFM has all the answers With the IT landscape transforming at lightning speed, contact centres must keep up to remain competitive. According to the “Dimension Data 2015 Global Contact Centre Benchmarking Report”, “workforce management is one area in which [...]
Read More
peaks and troughs

Perfect Schedules and Pesky Peaks and Troughs

Jeremy Hamill-Keays, Product Manager, Calabrio takes a look at how workforce management fills the gaps Running a successful contact centre means being proactive and not reactive – once the level of service starts to drop it can often snowball, one delay leading to a bigger delay and so on. So it is important to be […]

Read More

The Vendor Experience: Why You Should Want More

Providing the best customer experience possible is at the top of every company’s priority list. Brands know that customers want personalised, proactive service that validates their purchase decision. Customers want brand interaction to be seamless and easy, and brands know that they risk losing their competitive advantage if they fail to deliver. With this pressure […]

Read More

Start typing and press Enter to search