In these uncertain economic times, how do we nurture agents to secure revenue? Recent research shows consumers believe there is a direct correlation between contact centres and brand loyalty. Magnus Geverts of Calabrio discusses what organisations can do to support their frontline staff… Continue reading Contact Centres Impact Customer Loyalty: 5 Ways to Turn Agents into Brand Guardians →

Despite a rise in digital interactions, the phone call still holds a special place in consumer hearts. Graeme Meikle at Calabrio highlights 3 areas to make sure agents are speaking your customers’ language. Continue reading UK Consumers Say It’s Good to Talk but Are Contact Centres Really Listening? →

As customer experience management tops the business agenda, the spotlight falls on contact centres and agents take centre stage. Make yours stand out from the crowd with the right strategy. Magnus Geverts at Calabrio shares his essential guide to Good Customer Service… Continue reading 5 Principles of Good Customer Service →

Smart resellers are already adding significant value and stickiness to their contact centre deals with innovative workforce engagement management (WEM) solutions and it’s time to join them says Pippa Rhys at Calabrio. Just be sure to check the label: is it true or fake cloud?… Continue reading Why there’s never been a better time for channel partners to offer Workforce Engagement Management solutions →