Good forecasting generates immediate savings and improves customer satisfaction because it reduces understaffing and overstaffing, minimizes customer wait times and optimizes the customer experience.

This year’s CCW marks the 21st international conference and exhibition for innovative customer dialogue. We are thrilled to be participating in CCW 2019 at the Estrel Congress Center in Berlin [...]

If the holiday season is the most financially significant time of year for your company, then it’s also the busiest time for customer interactions in your contact center. Whether customers [...]

With only a few days remaining until Calabrio Customer Connect (C3), we’re highlighting some of our customer presenters on the Calabrio blog in a Speaker Spotlight series. Daniel Acosta, call [...]

Scheduling your contact center agents doesn’t have to be a difficult, thankless task. Give agents the flexibility and freedom they crave by offering alternative methods to contact center scheduling.

I sometimes ask myself why I didn’t become a meteorologist. Think about it: in what other role can you be incorrect so frequently and still have a job? It’s not like anyone can blame the [...]

Understanding how the vendors on your WFO shortlist compare to each other for initial capital costs and ongoing operational costs is crucial to making a cost-effective, informed buying decision. [...]

The morning grind. The daily commute. Rush hour. These days, the colloquialisms we use to refer to our workday travels don’t need to hold true. While many forward-thinking companies including [...]