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 →

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 →

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 →

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 →

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 →

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 →