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
Category Archives: Guest Post
How outsourcing CX could unlock the four-day week
Dave Pattman, Customer Experience Managing Director for Gobeyond Partners, part of the Webhelp Group, discusses the challenges and opportunities presented by a 4-day work week… Continue reading How outsourcing CX could unlock the four-day week
Why there’s never been a better time for channel partners to offer Workforce Engagement Management solutions
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
Five ways to connect with employees in the world of remote and hybrid work
Blend new technologies with tried and tested favourites to refresh your contact centre. Magnus Geverts at Calabrio shares his top spring-cleaning tips for supporting home-working agents… Continue reading Five ways to connect with employees in the world of remote and hybrid work
Calabrio paves the way for South Africa’s cloud contact centre WFO journey alongside AWS Cape Town launch
As Calabrio deploys its true cloud Workforce Optimisation (WFO) offering via AWS in South Africa, Olle Düring at Calabrio outlines five reasons why this latest news matters to customers in the region.. Continue reading Calabrio paves the way for South Africa’s cloud contact centre WFO journey alongside AWS Cape Town launch
How CX Leaders Build Micro-Moments by Empowering Agents
Laura Bassett, Vice President of Product Marketing at NICE – All too often, when a customer proactively engages with a company to ask a question, address a problem, or make a change; they are met with friction. Difficult-to-navigate apps, long wait times, and lacklustre chat bot responses are just a few of the examples where friction ultimately creates a negative experience despite a customer being willing to engage. Continue reading How CX Leaders Build Micro-Moments by Empowering Agents
Remote working is a risky business – but doesn’t have to be with secure card payments
As contact centres embrace the world of remote and hybrid working, Rob Crutchington, Managing Director of Encoded, discusses how the cloud, open banking and the latest SCA regulations help protect the customer, agents and merchants when taking payments… Continue reading Remote working is a risky business – but doesn’t have to be with secure card payments
Workforce wellbeing – 7 essential elements of an effective corporate programme
Personal and organisational growth go hand in hand. Ross Daniels at Calabrio shares his top tips for an effective wellbeing programme to build a happy and productive team… Continue reading Workforce wellbeing – 7 essential elements of an effective corporate programme
Self-Scheduling: The answer to agent stress in modern, omnichannel contact centres
With stress levels in contact centres as a constant, Magnus Geverts at Calabrio discusses how to balance the needs of employees and the business with a fresh approach to agent self-scheduling… Continue reading Self-Scheduling: The answer to agent stress in modern, omnichannel contact centres
Workforce wellbeing – 3 ways to de-stress employees with technologies that humanize the hybrid workplace
Embrace analytics to boost your wellbeing strategy. That’s the message from Ross Daniels at Calabrio. Here, he takes a closer look and gives 3 reasons why you can’t afford to ignore the latest advancements in technologies designed for modern workforce optimisation and engagement… Continue reading Workforce wellbeing – 3 ways to de-stress employees with technologies that humanize the hybrid workplace
Workforce wellbeing – what does it really mean and why does it matter more than ever?
Stress is a major barrier to success and it is affecting everyone. In a new three-part series Ross Daniels introduces Calabrio’s campaign to support improvements for people, processes and technology to enable greater wellbeing across contact centre organisations. This first article outlines the key triggers for agents, supervisors and senior managers and shows why it pays to take a comprehensive approach to organisational wellbeing… Continue reading Workforce wellbeing – what does it really mean and why does it matter more than ever?
Selecting Agent Management Solutions – are you asking the right questions?
Ross Daniels at Calabrio looks at the recently published 2022 Agent Management Value Index Report [i] from analyst firm Ventana Research, for insights into how to structure software selection processes – to help organisations pose the right questions to get the right answers… Continue reading Selecting Agent Management Solutions – are you asking the right questions?
Banishing Complexity – 5 ways to Turn Theory into Practice
Ross Daniels at Calabrio shares his top tips for overcoming contact centre complexity to enhance customer and employee experiences… Continue reading Banishing Complexity – 5 ways to Turn Theory into Practice
Digital First: The Future of Card Payments
Contact centres are complex places at the best of times with multiple systems and fluctuating customer demand. Add remote and hybrid working into the mix and things have become even more uncertain when it comes to providing easy and secure payment methods. Continue reading Digital First: The Future of Card Payments
Contact Centre Operations: Keep it Simple – Keep it Human
Running a contact centre today is a tricky business but it doesn’t have to be – with the right mindset and a human approach it pays to keep it simple. Ross Daniels outlines the most common pitfalls and how to navigate a smooth path to operational efficiency… Continue reading Contact Centre Operations: Keep it Simple – Keep it Human