Calabrio

Guest Blog: Contact Center Talent in These Changing Times, Part 1 – Setting the Stage

Calabrio

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. The legendary Bob Dylan released his classic hit The Times They Are A-Changin’ back in 1964. More than half a century later, his lyrics couldn’t be more relevant.

Eliminating Data Disparity: Q&A with UJET COO Vasili Triant

Calabrio

Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. Yet confusion still surrounds the optimal functionalities these analytics must have. Look at the term “real-time feed.”

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Contact Center Talent in These Changing Times, Part 2 – Agents & Supervisors Transform into Specialists & Coaches

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This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. ‘A A change will do you good,’ sang Sheryl Crow in the 90s.

Guest Blog: Emphasizing the Human Side of Remote Work

Calabrio

The following post is a guest contribution summary from Kimberley Drobny of Waterfield Technologies. You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Contact Center Talent in These Changing Times, Part 3 – The Rise of the Research Team, Making Executive Leadership Even Stronger

Calabrio

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. “I I can see all obstacles in my way,” sang Johnny Nash* in his signature hit “I Can See Clearly Now.”

WFM in the Palm of Your Hand: The Calabrio ONE Mobile App

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Workforce managers need a better process to communicate with agents about events impacting their schedule.

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Promoting Openness and Flexibility: Calabrio and Genesys Engage

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Calabrio is a company that has thrived through strategic partnerships.

Celebrating Sharon Jones, National Debt Relief—SWPP’s WFM Professional of the Year!

Calabrio

Last week, we announced two Calabrio customers were named finalists in the Society of Workforce Planning Professionals’s (SWPP) “2020 Workforce Management Professional of the Year Award” program. And one of them— Sharon Jones of National Debt Relief (NDR)—WON!!

The Best of the Best: Calabrio Customers Are Finalists for SWPP WFM Pro of the Year (We Have a Winner!)

Calabrio

Update: Sharon Jones of National Debt Relief was named the winner! Stay tuned for a special profile of Sharon and her accomplishments. Original post on all the finalists below: It’s always wonderful to see our customers recognized as industry leaders.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Stay Connected With Customers During Uncertain Times with Calabrio and Amazon

Calabrio

With the spread of COVID-19, customer service teams are leaving traditional contact centers to work remotely and promote social distancing. Staying connected and responsive to customers under these circumstances can be challenging; access to a cloud-based contact center can be critical to resolving the new influx of cases and maintaining business continuity. Calabrio, Amazon and VoiceFoundry have partnered to provide fast deployment and configuration for remote working needs.

Announcing Three Finalists for the C3 2020 Analytics Awards Program!

Calabrio

Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now.

Boost Your CX Skills with Help from Calabrio and Rockstar CX

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Our recent Evolving World of Work report showed how customer expectations are only rising. Are you prepared to tackle the challenges of our new working world? Calabrio and James Dodkins want to help!

Lucky Seven! Calabrio Named a Top Workplace Seven Times Running

Calabrio

When nominations opened for the 2020 Star Tribune Top Workplace rankings in January, no one anticipat ed the changes that would impact us, come March. In just two months, our focus on nurturing a human-centric workplace faced an entirely new challenge when we pivoted to a 100 percent work-from-home model due to COVID-19. . I ha ve title d this blog post “ Lucky Seven” but it is of course not luck that has us gaining this recognition for the seventh year running.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Deploying a Rapid Response Contact Center – Fast – with Calabrio ONE and Twilio Flex Boost

Calabrio

COVID-19 is impacting all dimensions of the workplace, from where we work to how we interact with customers and co-workers. Further, it has highlighted the need for schedule flexibility as more employees work from home and are faced with other constraints such as school closures and childcare. With most companies in or moving toward a work-from-home model, a cloud-enabled remote workforce is the new imperative. And it needs to be deployed fast to meet increased demand.

Last post from teleopti

Calabrio

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product.

Moving to the cloud: Real world advice

Calabrio

Over the past several weeks we’ve been hearing from a lot of you about the challenges that you’re facing due to COVID-19, especially as it relates to things like maintaining business continuity, having to rapidly deploy and manage a remote workforce, maybe adding new capabilities to address new problems, etc.

Customers Want to Feel Heard—Calabrio and UJET can Help You be a Better Listener

Calabrio

After months in total or semi-isolation, today’s customers—especially those with less disposable income due to economic shutdowns—have an even greater need to feel heard by the customer service teams they contact. But what customers actually mean when they say they want to be “heard” might surprise you.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Idaho Central Credit Union: A “2019 Best in Class Contact Center” Runner Up

Calabrio

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. That’s why we were thrilled to see Calabrio customer Idaho Central Credit Union (ICCU) named runner-up in the “Best in Class Contact Center, 100-199 seats” category in the 2019 CCW Excellence Awards, recently announced at the event in Las Vegas. When ICCU—the number-one performing credit union in the U.S.

Calabrio – one brand, one future for CX Intelligence

Calabrio

As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product.

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Calabrio Named the Only May 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management (WEM)

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At Calabrio we take a customer-first approach in everything we do. From our corporate culture to our business practices, it’s always our goal to make our nearly 5,000 global customers feel like one-in-a-million. Today, our customers have made us feel like one-in-a-million. The Calabrio team is excited to announce we have been recognized as the only May 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management (WEM).

Discover the Missing Puzzle Piece in your Contact Center at ICMI

Calabrio

We’ll be navigating the tides of transformation at ICMI Contact Center Expo from May 13–16 at The Diplomat Resort in sunny Ft. Lauderdale, FL. We hope to see you there! The ICMI Contact Center Expo is a great conference to submerge yourself in meaningful content; learn how to take back to your workforce, listen to expert speakers and network with the industry’s leading-edge vendors.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

How to use Calabrio WFM to empower a remote workforce

Calabrio

Covid-19 is impacting all dimensions of the workplace from where we work to how we interact with customers and co-workers. Further, it has highlighted the need for schedule flexibility as more employees work from home and are faced with other constraints such as school closures and childcare. This new reality gives us a lot of questions to consider regarding the nature of work, technology and culture.

How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way – a Weekly Update (Week Four)

Calabrio

In my last weekly update on the leadership lessons learned during COVID-19, I discussed overcommunication: the idea that leaders need to set the tone for our managers, offer flexibility and resources for our employees, and visibly participate in meetings and our more lighthearted company virtual events and challenges.

Helping a community in need: Our outreach efforts in the Twin Cities

Calabrio

For our Calabrio employees, the recent events in Minneapolis have special significance. The Twin Cities is home to our U.S. headquarters, and we wanted to help out as our community dealt with changes. Below is a summary of Calabrio’s community outreach efforts in May and June 2020. We’re proud of every Calabrio member who pitched in to help donate and collect items! The post Helping a community in need: Our outreach efforts in the Twin Cities appeared first on Calabrio. Calabrio New

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Heads in the Clouds: Elevated Contact Center as a Service (CCaaS) via Calabrio ONE and Twilio Flex

Calabrio

Contact center as a service (CCaaS) makes the power of a modern contact center available to any business, regardless of budget or technical expertise. With it, any size company can move faster and be more competitive. These results are a big reason why CCaaS is projected to grow at a CAGR of nearly 15 percent between 2019 and 2021—and why CCaaS is a critical part of Calabrio’s go-to-market plan.

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

In 2021, many executives have started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27th for a webinar exploring our 2021 Community Predictions eBook!

Activity Notes: A New Way to Track Special Events in Calabrio WFM

Calabrio

While organizations are operating in various off-premises locations, the need for transparency, preparedness and communication increases. Our customers have been angling for an option to log actions that don’t fall within standard parameters. With this goal in mind, we’re launching a new feature for Calabrio WFM and Calabrio ONE customers: Activity Notes.

Introducing Self-Scheduling for Frontline Employees

Calabrio

As companies embrace digital possibilities to empower their workforce and re-define the customer experience, VP of Product Marketing and Management, Magnus Geverts, takes a closer look at what’s next for WFM. Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact center freedom.

Calling All Calabrio Superstars

Calabrio

From day one, we designed Calabrio ONE to quickly deliver tangible business value to contact centers around the world. From seamlessly handling fast-growing, inbound contact volumes and painlessly unifying disparate data sources to tapping rich voice of the customer (VoC) insights, users rely upon Calabrio to understand what their customers really want while benefitting from increased operational efficiencies.

Call recording: Back to the basics

Calabrio

Call recording is one of the core requirements for contact centers. With voice still being the most critical and main channel used, being able to securely and reliably record calls no matter where the agent sits is a must—especially in today’s environment. In addition, something we’ve all experienced recently, being able to rapidly respond and adapt to change is a core requirement for any business. Some contact centers found it easier to adapt than others.

Your Guide to Boosting ROI Through Customer Support

Today’s most successful brands understand how great customer support can grow their bottom line. Having provided outsourced customer support to some of the world’s top brands, we know what works, and now we’re sharing that with you.

How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way ? a Weekly Update (Week Eight)

Calabrio

As I write this, it is hard to believe we are almost to June already. We are nearly halfway through 2020 and it feels like we have accomplished so much with having to pivot, face new challenges and most importantly stay safe. Yet it can be easy to forget these achievements with the vast majority of our original plans thwarted. As a world, we are slowly testing how to return to some sense of normalcy.