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Guest Blog: The managed services model – A revolution for the contact center industry
Connor Bourke, CEO of Optima WFM, a leading provider of managed WFM services that offers a combination of cutting-edge cloud-based technology solutions and highly experienced management, discusses the benefits and growth of the managed services model. What complex and difficult challenges can we in the contact center industry expect to face as a result of [...]Read More
Trends Driving Adoption of Cloud-Based Contact Center Solutions
Read MoreFor contact centers, 2016 was the year of the cloud. It was the year when the cloud-based contact center infrastructure market hit its stride on a worldwide basis. Acceptance and adoption of these solutions continue to pick up momentum in North America, Europe and Asia, particularly in Australia and The Philippines. Cloud-based contact center solutions […]
Lifestyle Scheduling: What’s the BIG deal? Everyone wins!
"Big brother" in George Orwell's novel, Nineteen Eighty-Four, still comes to mind to some as soon as they hear the words, "workforce management" (WFM). True, one can't deny that WFM isn't a control mechanism of sorts but control isn't necessarily evil. The control that automated WFM provides is actually like a radar system in an [...]Read More
Elevating the Contact Center with the Cloud
Read MoreIn the past, the contact center has been viewed as a cost center that was simply focused on resolving customer problems. However, with features like analytics, many brands have discovered that the contact center is actually on the front lines of managing and cultivating customer relationships. In fact, customers will seek out brands that have […]
Putting WFO in the Cloud
Read MoreThere are many compelling reasons to put contact center solutions, including workforce optimization (WFO) applications, in the cloud. Some of the top ones are: It allows companies to get the system up and running and delivering information and benefits much more quickly. It comes with highly experienced resources who are fully trained in using the […]
What does ‘uberization’ mean for today’s contact center?
Magnus Geverts at Calabrio explains how to turn ‘uberization’ to your advantage using the latest WFM technology to motivate staff and keep customers happy The term ‘uberization’ is fast becoming part of modern language and comes from Uber, a ride sharing app enabled by GPS and mobile technology that has taken the international transportation industry [...]Read More
Turn on the trust to deliver outstanding customer service
Seven strategies for building trust in contact centers from Magnus Geverts of Calabrio Every year I get the opportunity to meet with hundreds of leaders from contact centers from all over the world. What makes some of them more successful than others? It’s fair to say that processes can go a long way to help [...]Read More
Employee turnover: A Pandora’s box for your contact center!
Should the technological evolution continue at its current pace, all contact centers, even those that pride themselves on being the best, will eventually run out of luck if they fail to keep attrition rates under control. Barbara, Team Manager at an online service provider contact center comments: “I am a team manager in a contact [...]Read More
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