Cape Town CBD’s booming BPO industry remains an attractive support for UK, USA, Australian and some Western European companies wanting to streamline costs and manage risk in the face of rampant inflation..
Simulation training, which helps customer service agents prepare to deliver superior service, is one of the fastest-growing training approaches. Brian Tuite, CEO and Co-founder of Zenarate, explains..
Chief Strategy Officer says artificial intelligence services and new automation processes, can raise work from home productivity..
As Calabrio deploys its true cloud Workforce Optimisation (WFO) offering via AWS in South Africa, Olle Düring at Calabrio outlines five reasons why this latest news matters to customers in the region..
In his latest blog, Magnus Geverts of Calabrio discusses how to spot the difference between true and fake cloud solutions and why it matters for workforce optimisation (WFO) applications..
How can businesses provide excellent customer experience and support their contact center agents while navigating an unfortunate crunch on two fronts? Christian Wagner, CEO of VoiceFoundry, explains..
The shift to a hybrid working system or full-on work-from-home arrangements for customer service agents comes with a number of challenges, among them the need for added security. Here are 15 tips to stay safe..
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..
There are a lot of things that go into making a successful call center. One of the most important, but often overlooked, aspects of a call center is the use of the phonetic alphabet. Read on to learn more..
Reviewing the UK Contact Centre Decision Makers Guide, Rob Crutchington discusses the challenges of balancing customer service with ID verification to prevent fraud and how it continues to be a concern..
Ross Daniels at Calabrio looks at the 2022 Agent Management Value Index Report from analyst firm Ventana Research, for insights into how to structure software selection processes and get the right answers..
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..
In this article, Doug Mulvihill, UK marketing manager at call centre software provider Ringover, explores how companies can ensure their call centre service is always a hit with customers..
Ross Daniels at Calabrio argues the case for ‘less is more’. Read more in this article to discover three ways to resolve, rather than increase, complexity in contact centres..
David Singer, Vice President of Product Strategy for Verint, explains why contact centers will need to stay agile to support the evolving needs of customers and employees in the year ahead..
Jason Roos, CEO and Founder of Cirrus Response, looks at the impact of technology on the contact centre market and shares some key data on how technological advancement is viewed by contact centre agents..
If you go the extra mile and seek personalized, timely, insightful feedback from your customers, you can identify and improve contact center operations—and strengthen customer loyalty..
The year 2021 was one of adjustment. New challenges emerged and contact centres learned many lessons. Dave Hoekstra at Calabrio reflects on these and looks ahead to 2022, helping contact centres to plan ahead..
In January 2018, I joined Insite Energy to help lead a strategic customer service transformation. In this article, I will share some of the important lessons I have learned that will help maintain long-term excellence..