In this final blog in the series, Ross Daniels, Chief Marketing Officer at Calabrio discusses how to turn theory into practice in the contact centre by using the latest Workforce Engagement Management (WEM) solutions..
Over five million people globally work as call centre agents, including 1.3 million people in the UK. Many of them face challenges according to a new research report from artificial intelligence (AI) firm ASAPP..
The major barriers to simplification are closer to home than you may think. Ross Daniels at Calabrio reveals the best practices that successful leaders share and how resource planners can lead the way..
In order to develop its IT infrastructure, companies must make a number of crucial decisions. Should they maintain the server on-premises and co-locate it in a datacenter, or totally relocate to the cloud?
Scripting tools for call centers are available in abundance in the market, but what makes a good call center script, and what should companies take care of before building their scripts?
Benedict Bleimschein, COO and Vice President of Customer Success at Mindbreeze looks at the challenges for customer service employees working in a hybrid workplace and suggests new tools that can help them..
Fed up of negative contact centre perceptions limiting your budget, resources and potential? Nick Smith at Calabrio discusses how you can overcome these concerns and reposition your contact centre..
As more and more people are being vaccinated, call centers are gradually transitioning back into the office. But are agents ready to come back to work in the regular brick-and-mortar format?
More and more businesses are turning to outsourcing, and for good reasons: it’s cost-effective and easily scalable. Contact center outsourcing has proven to be highly beneficial, but it isn’t without its faults..
The customer service industry has been impacted by the move to remote working and this change is not without its challenges. Here are ten tips to help you manage your remote team..
Aviad Abiri of NICE examines how service organizations will need to incorporate agility in their functioning to succeed in a constantly changing world..
Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres. Ed Creasey at Calabrio shares a forward-looking plan for the “new normal”.
Adam Taylor, MD at VeriCall reveals a radical new approach to providing high volume service operations that support redesigned customer journeys across multi platforms..
There is no denying that the Erlang formula is a tried and tested predictor for linear customer journeys, but does it have the flexibility to remain accurate? Liam Hastie at Simul8 investigates..
Bryan Horn examines the state of customer service today and provides three ways to reduce customer frustration and promote positive outcomes..
Can Artificial Intelligence (AI) really deflect calls away from the contact centre? Henry Jinman of EBI.AI outlines 7 reasons why conversational AI holds the answer..
Jamie MacSween of Puzzel shares his thoughts on why email is important in contact centres and how to use automated ticketing to resolve a sharp influx of customer enquiries..
Edmund Ovington, VP at Unbabel, discusses the impact of the pandemic and the challenges customer service teams face to scale up and respond quickly to customer needs..
Results of a new study released by Calabrio show most contact centres are embracing work changes and expect them to benefit the industry long term..