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
Category Archives: Guest Content
Khoros Reveals How to Best Retain Contact Centre Agents with AI and Automation
Khoros, an award-winning leader in digital-first customer engagement software and services, released its latest whitepaper, Turning the Great Resignation into the Great Retention: 5 ways leaders can automate to save money & limit agent attrition. Continue reading Khoros Reveals How to Best Retain Contact Centre Agents with AI and Automation
Workforce wellbeing – 3 ways to de-stress employees with technologies that humanize the hybrid workplace
Embrace analytics to boost your wellbeing strategy. That’s the message from Ross Daniels at Calabrio. Here, he takes a closer look and gives 3 reasons why you can’t afford to ignore the latest advancements in technologies designed for modern workforce optimisation and engagement… Continue reading Workforce wellbeing – 3 ways to de-stress employees with technologies that humanize the hybrid workplace
Workforce wellbeing – what does it really mean and why does it matter more than ever?
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?
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?