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How to engage and develop the digital workforce: 8 best practices
Whether it’s mixing up training tactics or remembering the vitality of voice, engaging and developing customer service agents has never been more important as it is in today’s digital landscape. Rob Clarke, VP of Sales in North America, reflects on eight interesting initiatives from this year’s Calabrio Americas User Forum. Aberdeen Group found that customer [...]Read More
London Calling: Amplifying the Connection at C3 EMEA
Read MoreCustomers are the lifeblood of Calabrio and we are committed to providing our customers with the most innovative, modern solutions available. We, in turn, are inspired by the creative ways our customers solve problems with our software. Yesterday, we experienced their stories firsthand as we hosted our EMEA clients and partners at our Calabrio Customer […]
Tortoise or hare – which one best describes your contact center?
According to Carlos Muñoz, contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. It’s time to introduce a ‘less haste, more speed’ culture supported by the latest technology. Here, he explains how to build highly effective teams using WFM. Running a contact center takes [...]Read More
Celebrating Outstanding Achievements by Calabrio ONE Customers
Read MoreSince joining Calabrio this past spring, I’ve been in awe of our company’s unwavering commitment to helping organizations deliver the best in customer experience. And that’s no easy task given how quickly and dramatically the landscape evolves. But—like the customer journey itself—it’s a continuous process that starts long before a sale is complete. Never-ending journeys […]
7 Steps to Smarter Scheduling in Contact Centers
From virtual teams to car pooling, running a contact center today is complicated business but it doesn’t have to be that way. Nick Brook at Calabrio reveals 7 ways workforce management solutions hold the key to smarter, flexible scheduling. Flexibility means different things to different people. On the one hand, staff want more of it [...]Read More
Advice from a Workforce Management Expert on Reducing Agent Turnover
Read MoreIt may come as no surprise to you that contact center leaders still cite agent turnover as their No. 1 challenge.1 Despite concerted efforts by many organizations to deploy dedicated workforce management (WFM) initiatives to combat agent attrition, the 2016 U.S. Contact Center Decision Makers’ Guide estimated the average term for a customer service representative […]
Connecting the Disconnected: The Promise of a Holistic Customer Experience
Read MoreNow, more than ever, companies are competing on customer experience and the emotional connections they can make with consumers as they deliver it. Brands recognize the importance of delivering consistent customer experiences, however, customer interactions are still largely spread across different teams and different, disconnected systems. We’ve all had the experience of something going wrong […]
The Calabrio ONE Awards: Recognizing Customer Experience Success in the Contact Center
Read MoreAt Calabrio, we are constantly inspired by how our customers are using the Calabrio ONE platform to drive real business change. We watch rapidly growing companies scale to meet the needs of their expanding customer base. We see customers tap into the voice of the customer (VoC) and use the data coming into the contact […]
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