Expanding a business internationally can be an exciting endeavor, but it also comes with a unique set of challenges. One of the most critical aspects to consider when venturing into new markets is ensuring compliance with local employment laws and regulations. This is where an employer of record services can play a vital role. In … Read more
If the festive season left your frontline staff frazzled, now is the time to give them a welcome energy boost. Magnus Geverts shares his top tips for beating agent burnout—and the competition—in 2023..
Smart resellers are adding significant value and stickiness to their contact centre deals with innovative workforce engagement management (WEM) solutions and it’s time to join them says Pippa Rhys at Calabrio..
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 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..
Personal and organisational growth go hand in hand. Ross Daniels at Calabrio shares his top tips for an effective wellbeing programme to build a happy and productive team..
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..
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. .
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..
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..
In the first of a new series of blogs, Magnus Geverts shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM)..
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..
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..
Jitender Mohan, Head of Customer Interaction Services at WNS explores how combining human workforces with artificial intelligence and digital tools can deliver a complete, omni-channel customer experience..
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..
Magnus Geverts of Calabrio shows how to drive workforce flexibility, enhance customer experience and employee satisfaction using modern workforce engagement management (WEM) solutions..
A new report lifts the lid on the top issues causing blocks to successful remote working – which can result in up to 100 minutes in lost productivity or 23 per cent of a daily shift..
Klaas van der Leest, MD, Intelecom says it’s time to connect CCaas and WFO to create the perfect customer experience.