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
Category Archives: Guest Content
40% of CX Leaders voted contact centre reporting as a top challenge in 2023
The latest research shows that contact centre reporting is suffering, with organisations being left without a single consolidated view of how the contact centre is performing. Continue reading 40% of CX Leaders voted contact centre reporting as a top challenge in 2023
Calabrio: A Common-Sense Approach to Employee Engagement
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
All You Need to Know About Creating Flexible Contact Centre Teams
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
40% of CX Leaders are unsure as to how to deliver customer satisfaction, as the primary contact moves away from voice to self-service, Bots and AI
Consumers are now looking for more digital and self-service options when contacting a business. How can businesses address this need? Continue reading 40% of CX Leaders are unsure as to how to deliver customer satisfaction, as the primary contact moves away from voice to self-service, Bots and AI
50% of CX Leaders have voted delivering a consistent omnichannel customer experience as their biggest challenge in 2023
Failing to deliver a seamless omnichannel customer experience is one of the most prevalent challenges CX leaders are dealing with right now. Continue reading 50% of CX Leaders have voted delivering a consistent omnichannel customer experience as their biggest challenge in 2023