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?
Category Archives: Guest Content
Are today’s contact centre agents more isolated? How gamification could help
For many organisations, the quality of their contact centre agents is key to the success of their whole customer service strategy. That’s why it is vital that enterprises keep them focused, upskilled and committed to delivering a high-quality customer experience… Continue reading Are today’s contact centre agents more isolated? How gamification could help
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?
Case Study: Business Systems and Reed in Partnership
With a vital commitment to making a difference in communities, and supporting its contractual requirements, Reed in Partnership originally set out to look for a call recording system to manage its increasingly growing inbound and outbound calls. Continue reading Case Study: Business Systems and Reed in Partnership
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