Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Upcoming Events


How To Enter the 2020 Members' Choice Awards - For Vendors




Unlocking Customer Engagement Through an Enhanced Agent Experience - Calabrio - Blog

Unlocking Customer Engagement Through an Enhanced Agent Experience

In a recent blog post, we discussed how a solid customer engagement plan starts with an engaged workforce. In the contact center, this means agents who are not only armed with the right tools, training, and technology to best serve customers in every single interaction, but who are focused on building long-term, loyal relationships with customers. As any contact center manager knows, engaging and keeping those agents is easier said than done. It involves continual evaluation to implement best practices, taking conscious steps to reduce employee churn, and proactively implementing tactics to keep agents engaged and motivated. At first glance, that may seem a bit overwhelming, but with a little help from Calabrio technology, you can start moving in the right direction of building great agent relationships so they can build even better ones with your customers.

Implementing Best Practices

Traditionally, analytics have been used to identify customer behavior patterns in data so brands can improve the customer experience, but they’re also key to implementing agent best practices across the contact center. Perhaps you have one agent who consistently resolves calls quickly or has very few repeat inquiries. While this information is a great start, the big question on any manager’s mind is always, “Why?” With Calabrio Analytics, you can get to the heart of that question – and quickly. Speech analytics can identify conversation topics as well as words and phrases that are most effective, and desktop analytics will tell you which resources the agent utilizes during a call. When that information is melded together, you can gain a complete view of the reasons behind an agent’s success and share those best practices with the rest of the team.

Unlock #customerengagement through your #cctr agents with a little help from speech #analytics. Click To Tweet

Reducing Employee Churn

Agent churn is a worry for every contact center manager, and rightfully so. It costs more to hire and train a new team member than it does to invest in an existing one. To help keep your current team together, the most important thing you can do is to quickly identify the signs of a disheartened agent and take active steps to reengage. Calabrio ONE’s agent activity data will help you spot those red flags so you can develop an action plan to prevent the person from seeking employment elsewhere. Maybe there’s an agent who shows little or no activity in the last five to ten minutes of a shift, or the data indicates a surge in dissatisfied customers. When these types of patterns emerge, you can immediately address the issues and guide that agent back on the path to success.

Keeping an engaged staff

When it comes to keeping agents engaged, it’s about more than just heading off potential issues. It’s about proactive implementation of the kinds of perks and programs that motivate the entire contact center team, which often revolves around flexibility. With Calabrio Workforce Management, you can implement performance-based scheduling and self-service options, which allow agents to make shift and vacation requests, access schedules, and view performance metrics. When agents feel valued and like they have a voice in the department, they’re more likely to exude that during interactions with customers.

An engaged #cctr workforce is the key to engaged customers. #custserv #customerengagement Click To Tweet

At Calabrio, we know that an engaged workforce is the key to fostering the types of interactions that create loyal customers. We’ve built our technology around this belief and we’ve seen our customers benefit from transforming the agent experience.

Want to know more about creating the right agent experience? We’d love to connect with you!  Click here to contact us.


Publish Date: October 27, 2016 5:00 AM

2020 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568


OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878

View more from Calabrio

Recent Blog Posts:
Data is everything in the new era of customer serviceMay 20, 2019 5:00 AM
Real-Time Adherence – the art of smarter schedulingMay 8, 2019 5:00 AM
Evolving employee engagement with Workforce Management (WFM)April 30, 2019 5:00 AM
Guest Blog: There’s a brighter future for contact centre agentsApril 12, 2019 5:00 AM
Centralized or de-centralized WFM: 5 ways to strike the perfect balanceApril 8, 2019 5:00 AM
How patient are your customers? Erlang A may have the answerMarch 25, 2019 5:00 AM
Evaluating if the integration between your WFM & CX platform will be a big “Yes”February 25, 2019 5:00 AM
The whole organization is a customer service center – not everyone knows it yet!February 4, 2019 5:00 AM
Resistance to change – the arch nemesis of customer experienceJanuary 22, 2019 5:00 AM
5 steps to supercharge your customer service with contextual intelligenceJanuary 7, 2019 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =