Shifting towards flexible working spots is flipping the script on traditional office life and, it’s actually boosting how we serve up happiness to customers. The formula is simple but profoundly effective..
Tools like these can help improve efficiency and output by providing insights into daily operations. Collecting employee performance data can help identify improvement areas and set achievable goals for the future..
Chief Strategy Officer says artificial intelligence services and new automation processes, can raise work from home productivity..
Blend new technologies with tried and tested favourites to refresh your contact centre. Magnus Geverts at Calabrio shares his top spring-cleaning tips for supporting home-working agents..
As contact centres embrace the world of remote and hybrid working, Rob Crutchington, MD of Encoded, discusses how the cloud, open banking and SCA regulations help protect the customer, agents and merchants..
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..
Embrace analytics to boost your wellbeing strategy – that’s the message from Ross Daniels at Calabrio. Here, he gives 3 reasons why you can’t afford to ignore the latest advancements in technologies..
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..
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?
Are you trying to think of ways to adapt your business as you continue to work remotely throughout the pandemic? Here are three key tips and ideas for reaching customers and clients remotely in 2021..
When working remotely, engagement levels are crucial to success. Find out how to boost engagement and make working fun for customer service employees..
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..
With the COVID-19 pandemic having sparked an unprecedented surge in remote working, people from all different industries have had to adapt the way they work to be in keeping with the new norms..
It’s time to use the all-round benefits of WFM to ensure your contact centre thrives. Richard Pinnington of Calabrio discusses how workforce management means so much more in challenging times..
Cathal McGloin, CEO of ServisBOT explores how contact centres have adjusted to working from home and considers whether they will be permanently changed by the pandemic..
Magnus Geverts of Calabrio shows how to drive workforce flexibility, enhance customer experience and employee satisfaction using modern workforce engagement management (WEM) solutions..
Thomas Rødseth of Puzzel and John Bhairoo of Black & White Recruitment share a five-point plan for successful remote onboarding of call centre staff..
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..
Gary Williams, Director of Sales and Consultancy at Spitch explores how onshore call centres relative costs can be addressed with technology..