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How to Use Call Center Games to Improve Agent Performance
Read MoreGamification’s ultimate goal might be superior customer experiences resulting in more satisfied and longer-term customers, but the way it does this is through modern agent engagement that leverages gaming science and psychology to increase agent productivity while reinforcing positive behaviors. How? By motivating agents to meet or exceed expectations by completing specific objectives and outpacing […]
How Call Centers Use Desktop Analytics
Read MoreMention “desktop analytics” to contact center managers or agents, and a shudder might be the response you get. Unfortunately, many people still equate desktop analytics with Big Brother watching over them to monitor unsanctioned use of company equipment and time—and whether or not they spend too much time on Facebook. There probably are companies that […]
Multi-skilled scheduling, can it be solved in theory?
Göran Svensson, Research Lead at Calabrio in the field of Optimization and Systems Theory, recounts the key factors explored in his mathematical research into multi-skilled call centers. How can Quality of Service be maintained when scheduling multiple skills with a limited budget and number of available agents for certain skills? This year I attended International [...]Read More
C3 2018 Speaker Spotlight: Q&A with Ankur Shah, LendingClub
Read MoreCalabrio Customer Connect (C3) is just around the corner! Check out the latest installment of our 2018 Speaker Spotlight series. Ankur Shah, senior manager of operations analytics at LendingClub, will be sharing how to use Calabrio WFM to drive efficiencies in back office environments during C3 2018, September 10-13 at the Gaylord Opryland Resort & […]
C3 2018 Speaker Spotlight: Q&A with Caryn Yurkstas, Paychex
Read MoreWith Calabrio Customer Connect (C3) 2018 fast approaching, we’re highlighting some of our customer presenters on the Calabrio blog in a Speaker Spotlight series. Caryn Yurkstas, senior workforce management analyst at Paychex, will be sharing how her organization implemented a lab environment and how it has benefitted their contact center. C3 2018 takes place September […]
C3 2018 Speaker Spotlight: Q&A with Alex Wozniak, Superior Propane
Read MoreWith Calabrio Customer Connect (C3) 2018 fast approaching, we’re highlighting a few of our customer presenters on the Calabrio blog in a Speaker Spotlight series. Alex Wozniak, director of shared services at Superior Propane, will be sharing what Intraday Management with Calabrio (WFM) is and why it’s so important for the success of your contact […]
8 Tips to Reduce Customer Effort and Maximize Customer Satisfaction
Making life easier for customers is the first step towards brand loyalty and business success. Magnus Geverts at Calabrio shares his eight top tips to reduce customer effort in contact centers. All customers want is a quick and easy answer to their enquiries. It might sound simple but the two biggest annoyances for customers, which [...]Read More
C3 2018 Speaker Spotlight: Q&A with Crysta Moretto, Superior Propane
Read MoreWith Calabrio Customer Connect (C3) 2018 fast approaching, we’re highlighting a few of our customer presenters on the Calabrio blog in a Speaker Spotlight series. Crysta Moretto, workforce analyst, will share how they approach Intraday Scheduling at Superior Propane. C3 2018 takes place September 10-13 at the Gaylord Opryland Resort & Convention Center in Nashville, […]
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