For many organisations, the quality of their contact centre agents is key to the success of their whole customer service strategy. That’s why it is vital that enterprises keep them focused, upskilled and committed to delivering a high-quality customer experience… Continue reading Are today’s contact centre agents more isolated? How gamification could help →

Ross Daniels at Calabrio argues the case for ‘less is more’. Read on to discover three ways to resolve, rather than increase, complexity in contact centres… Continue reading The Smart Approach to Resolving Complexity in Contact Centres →

The year 2021 was one of adjustment. New challenges emerged and contact centres learned many lessons. Dave Hoekstra at Calabrio reflects on these before offering a glimpse into 2022, helping contact centres to plan ahead… Continue reading A glimpse into 2022: How can contact centres plan ahead? →

As organisations look to future-proof customer experience they are reviewing their contact centre strategies with many turning to cloud-based technology for all-round agility. Magnus Geverts at Calabrio shares his top tips for a smooth and successful transition to a cloud-first approach… Continue reading Making the move to cloud in contact centres: 3 key questions to ask →

Adopting Artificial Intelligence is just the first step, the second is unlocking the true potential of AI to boost customer confidence with a focus on data. Henry Jinman of EBI.AI reveals his 3-step formula for winning hearts and minds in the quest for consumer trust in the age of AI. Continue reading A 3-Step Formula for Consumer Trust in the AI Age →

New EU regulations affecting electronic payments are about to impact UK consumers. But what will PSD2 and SCA mean for merchants — and what do they need to know? Continue reading PSD2 & SCA: What do we need to know, right now? →