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? →

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 →

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 →

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 →

James Stokes, Enterprise Team Lead UK & Ireland at Infobip discusses his top five communications and technology trend predications for 2022… Continue reading The communications trends that will shape 2022 →

The best customer experiences blend speed and convenience with the human touch, which is a fine balancing act for contact centres today. Ross Daniels at Calabrio shares 3 winning strategies for meeting complex customer and agent expectations… Continue reading How to embrace the double-edged expectations of your customers →