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How to Calculate Call Center Occupancy Rate: Formula & Tips
Download Transcript Along with other essential metrics used to monitor call center efficiency and performance, occupancy rate is vastly important. With the rise of virtual contact centers, leaders need to stay on top of customer interactions and understand the time agents spend resolving customer inquiries. This has become a bigger challenge with the digital transformation [...]Read More
7 Tips for Preventing Agent Attrition
Omnichannel contact centers are the future of customer service, and agents are critical to their success. In an ever-changing landscape, frontline workers continue to handle an average of 14.4 additional omnichannel interactions per day, compared with nearly two years ago. But as customer expectations rise and more channels emerge in contact centers, agent stress levels [...]Read More
Essential Principles of Quality Management
Measuring quality is paramount to the success of the contact center. As more businesses provide digital services, many consumers interact only with contact center agents and, therefore, prioritize a seamless digital experience. What that means for your contact center is ensuring quality has never been more important for retaining happy customers. That's why leaders need [...]Read More
Managing Mental Health in the Contact Center
Download Transcript With a growing number of people struggling with mental health conditions, contact center workers are no exception. The demands of a contact center can wear down agents over time if they aren’t supported. Since one in three agents are considering leaving the field, finding ways to beat agent burnout is vital for contact [...]Read More
Global Ambitions, Local Outlook: True-Cloud WFO Data Sovereignty Worldwide
Calabrio Leads the Way in Delivering True-Cloud WFO Data Sovereignty Worldwide Following successes in the USA, Europe and Southeast Asia, Calabrio expands to the first full-suite contact center Workforce Optimization (WFO) cloud offering in South Africa. JP Aubineau celebrates the company’s cloud-first strategy and shows how to distinguish a true-cloud WFO solution from a fake [...]Read More
Debunking Common Data Security Myths with Calabrio’s Security Experts
Preventing cyberattacks is a top-of-mind concern for many organizations as they move more and more online and into the cloud. But this heightened fear of online threats has also given rise to data security myths that can cause people to take the wrong approach to protecting their organization. Recently, the Working Smarter Podcast sat down [...]Read More
Keeping Up with Contact Center Cloud Security
We’ve finally passed the tipping point when it comes to contact center cloud security: The apprehension that plagued it since its inception is dissipating as businesses of all sizes race to the cloud. Today, more than 75% of contact centers now have made full or partial moves to the cloud. And one-in-four are fully cloud-based. The [...]Read More
7 Essential Elements of an Effective Corporate Program
In the Final Part of Our Workforce Wellbeing Series, Calabrio's Ross Daniels Shares His Top Tips for Building an Effective an Effective and Happy Team In this workforce wellbeing management series, we’re bringing a magnifying glass to the current state of the contact center. We're assessing the rising stress levels in contact centers and creating [...]Read More
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