Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact centre will need more—not fewer—agents. Dave Hoekstra, Product Evangelist, at Calabrio explains why and shares their top tips to activate the agent of the future. Continue reading The Great AI Paradox for Contact Centre Agents →

The message from Dave Hoekstra at Calabrio is ‘Keep it simple.’ Discover the secret to agent wellbeing in your contact centre with hints and tips that work… Continue reading Calabrio: A Common-Sense Approach to Employee Engagement →

Agents today expect far higher levels of flexibility than ever before. Nick Brook at Calabrio shares 7 winning strategies for driving all-round flexibility in contact centres. Continue reading All You Need to Know About Creating Flexible Contact Centre Teams →

Managing the hand-over from bot to agent is like taking part in a relay race. Jim Davies at Calabrio outlines 3 winning strategies for a seamless customer experience that are guaranteed to take you over the finish line in a record-setting way… Continue reading Don’t Drop the Omni-Channel Baton and Win the CX Relay Race →

Contact centres offer new opportunities for agents to shine, but they are not for the faint-hearted. Paul Stemp, Supervisor, Customer Success Management, at Calabrio shares his top confidence-boosting tips for building strong, fearless teams… Continue reading Five Ways to Build Agent Confidence in the Contact Centre →

As consumers tighten their belts and organisations undergo digital and workplace transformations, there has never been a better time to invest in the contact centre. Magnus Geverts, VP of Product Marketing at Calabrio, shares 5 budget-friendly strategies to help you achieve more, and regret less. Continue reading Smart Ways Contact Centres Can Achieve More and Regret Less →