scalable-contact-centre-customer-care 
CSM Magazine
JULY 19, 2023
Significant resource planning efficiencies help European customer service outsourcer release valuable time back into customer care. Calabrio , the workforce performance company, has announced that Ascensos is using Calabrio ONE to schedule 2,500 agents at 7 contact centre locations in the UK, Romania, Turkey, and South Africa.
CSM Magazine
SEPTEMBER 9, 2022
As customer experience management tops the business agenda, the spotlight falls on contact centres and agents take centre stage. Magnus Geverts at Calabrio shares his essential guide to Good Customer Service. Customer service is now a key differentiator in the eyes of consumers and companies alike.
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CSM Magazine
JUNE 16, 2022
Blend new technologies with tried and tested favourites to refresh your contact centre. Until recently, the majority of UK contact centres worked in a traditional, centralised model, with fewer than 4% of agents working remotely at home on a permanent basis, according to a report from analyst ContactBabel.
CSM Magazine
MAY 12, 2021
Ross Daniels at Calabrio believes it’s a great aspiration for all modern organisations and presents a unique opportunity to elevate the status of the contact centre. Today, the key to success lies in becoming a Connected Enterprise where all parts of the organisation work together to deliver exceptional customer experiences.
CSM Magazine
AUGUST 10, 2022
Encoded, a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres and e-commerce, has announced that The Wine Society has successfully implemented its Gateway Services, Agent Assisted and E-Commerce Payments technology to meet increased demand as orders soared during the pandemic.
CSM Magazine
DECEMBER 15, 2020
Certainly, at Calabrio we have seen how COVID-19 has triggered extreme opportunities and challenges for contact centres. M any team leaders have become ‘mother hens’ to their work-at-home agents, caring for their wellbeing and motivation. WFM: from survive to thrive in 3 easy steps. However, flexibility remains key.
CSM Magazine
APRIL 15, 2021
When the Enterprise Research Centre surveyed 1,000 companies across the UK in 2020, the results were enlightening and somewhat heartening. What can contact centres do to capitalise on massive shifts in consumer beliefs and behaviours? Turn Contact Centre Representatives Into Brand Ambassadors.
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