Calabrio

FEBRUARY 25, 2025

Key Features & Differentiators Unified suite: Calabrio ONE integrates WFM seamlessly with quality management, business intelligence, and more, all within a single, intuitive workforce engagement management platform. Strong industry expertise: Verint has deep expertise in the contact center industry.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

Calabrio

MARCH 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. Managing Technology: The contemporary contact center is an increasingly digital place.

Best practices 52

Best practices Contact Center Management Call Center 52

Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. Preventing Agent Burnout. Motivate Agents To Higher Performance.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

CSM Magazine

JUNE 22, 2023

Agent Empowerment and Scheduling: Grant is Calabrio ONE’s AI-enabled virtual assistant who has revolutionised scheduling for agents and managers alike. Grant liberates agents from mundane tasks empowering them to maximise their time.

Agent Empowerment 52

Agent Empowerment Customer centricity industry standards Coaching 52

JustCall

MARCH 9, 2023

Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance service levels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

DMG Consulting

SEPTEMBER 16, 2017

This is a case where one poorly managed organization has hurt an entire industry, as cross-selling is a positive activity when managed properly. Setting the Record Straight: It’s highly unlikely Wells Fargo’s management was unaware of what was happening in their contact centers.

Sales 48

Sales Customer Service Contact Center CRM 48

Balto

JANUARY 3, 2025

Meeting the Rising Demands of Modern Customer Expectations The call center industry is undergoing a seismic shift. Modern call center quality management transforms coaching into a positive, collaborative process that builds confidence, improves agent performance, and aligns teams with company goals.

Best practices 52

Best practices Call Center First call resolution Coaching 52