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 →

As life returns to normal, now is the perfect opportunity for employers to re-think their workforce strategy. Ed Creasey at Calabrio explores demographic trends and how the next generation of employees will thrive in contact centres provided they are given the correct technology to create the right environment… Continue reading How Generation Z employees will save the world →