New items in February
18/02/2021
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Jo takes us through the new features in New Calabrio WFM.
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WFM Systems: Halving Your Benefits Before You’ve Even Made a Purchase
15/02/2021
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Purchasing a workforce management system (WFM system) requires significant investment, but it’s a price readily paid by many contact centres in light of the benefits that effective WFM systems can deliver
Achieving Customer Effort Reduction
12/02/2021
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Tracxion connects and transforms disparate customer contact/experience data and produces unique insights and real-time automation
Should I be sending ASM Messages?
11/02/2021
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Do you use New Calabrio WFM? If so do you ever ask yourself ‘Should I be sending ASM messages?’
Well, watch the video or read on and I will help you answer that question!
You don’t need crystal balls, just the agility and courage to react
11/01/2021
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At a time when people needed information, reassurance and certainty, closing down contact was just about the worst thing you could do.
What’s new in January?
07/01/2021
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Happy New Year! In this month’s Calabrio Teleopti WFM new features video
Contact Centre Home Working – WFM Processes
11/11/2020
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Workforce management – This is a series of blog posts about homeworking in our contact centre industry. Exploring different WFM processes for home workers
Contact Centre Home Working – Managing and Training
10/11/2020
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One of a series of blogs about homeworking in our industry, this
Contact Centre Home Working – Recruitment and Guidelines
09/11/2020
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One of a series of blogs about homeworking in our industry, this
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It’s not just the customer’s journey that matters, but the effort in it
Steve Layer
01/10/2021
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Contact Centre Blogs
Jo Kirman
06/11/2020
