Team

June 20, 2022
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The idea that scripts ruin customer experience is a dangerous one – Interview with Jimmy Hosang of TMAC

Today’s interview is with Jimmy Hosang, Co-Founder and Chief Executive Officer at The Modular Analytics Company (TMAC), a rapidly expanding artificial intelligence and machine learning provider […]
June 15, 2022
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Workforce wellbeing – what does it really mean and why does it matter more than ever?

This is a guest post from Ross Daniels, Chief Marketing Officer at Calabrio. The impact of the past few years has been wide-reaching and traumatic. Flexible […]
June 6, 2022
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New research finds that customer service agents are abusing customers

At the end of March, Olga Khazan writing in The Atlantic published an article that asked “Why People Are Acting So Weird.” The article describes how, […]
May 9, 2022
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Self-Scheduling: The answer to agent stress in modern, omnichannel contact centres

This is a guest post from Magnus Geverts is VP, Product Marketing at Calabrio. I have been in the Workforce Management (WFM) business for over 20 […]