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


Here are some suggested Connections for you! - Log in to start networking.

Mohammed Albadrani
Security System Coordinator
Heriadhi Waskitho
Quality Auditor
Aris Paolo Roberto
Business Development Manager
Bill Quiseng
Chief Experience officer

Article : Why There’s Never been a Better Time for Channel Partners to Offer Workforce Engagement Management Solutions

#contactcenterworld, @Calabrio

Smart resellers are already adding significant value and stickiness to their contact centre deals with innovative workforce engagement management (WEM) solutions and it’s time to join them says Pippa Rhys at Calabrio. Just be sure to check the label: is it true or fake cloud?

Contact centre, UC and CRM vendors are rushing to develop or acquire workforce engagement solutions consisting of quality and workforce management, AI analytics and performance monitoring tools – albeit to a greater or lesser degree of success. Have you ever stopped and wondered why this is happening and why now? Quite simply, the exceptional conditions over the last few years have created an incredibly challenging environment for contact centre leaders already battling to maintain service, revenue and staff levels within tight budgets.

Contact centres have changed and there’s no going back

Press the replay button to early 2020. Three deciding factors converged during the course of the last two years which have changed contact centres forever:

  1. Simple economics - when the first lockdown was imposed, consumer spending hit the pause button as bricks and mortar shops closed and people didn’t know if they had a job to go back to after the pandemic. Fast-forward to today - soaring household bills, inflation and economic anxiety mean people are again tightening their belts, reducing their spending on travel and subscriptions, hunting for deals and returning more of their purchases. In parallel, the demand for support services has increased exponentially and no sector is untouched.

  2. Customer loyalty is changing – there is no doubt that customer attitudes have altered. Cost and convenience have turned the tide on loyalty. Customers now expect a seamless experience with more than 75% quoting consistent customer experiences and customer service will improve the likelihood of them doing business with a brand .In 2022, it’s safe to assume that most interactions that customers have with organisations will be digital - via their phones, laptops, smart TV’s etc. Loyalty is now a digital experience. Consumer research indicates that 70% of customers expect an omnichannel customer experience across all channels but only 29% of brands are successful in delivering one. From Calabrio’s own research, 70% of customers expect multiple channels and a similar amount want personalised communication with heighten levels of emotional empathy What is more, as consumers switch to digital channels and re-assess what good customer service looks like, they are more likely to swap brands and share good and bad experiences.

  3. COVID has reshaped the workforce - until recently, the majority of UK contact centres worked on a traditional, centralised model, with fewer than 4% of agents working remotely at home on a permanent basis. Compare that with today when 65% of agents work remotely, either part or full-time. It’s a complete sea-change. In addition, flexible working has expanded the talent pool outside the traditional office-based locality, meaning agents have a greater choice of employers and expect the right tools and technology to be in place to support them, wherever they are.

WEM to the rescue: one solution - additional revenue

Advancements in WEM represent a modern-day miracle by boosting operational efficiency and improving agent and customer experience at a single stroke. Adding the right WEM solution to your portfolio is a fast, efficient way to deliver significant value to clients by solving today’s top contact centre challenges while increasing the value of your sales.

Workforce engagement management (WEM) solutions driven by Artificial Intelligence (AI) are a ‘must have’ in the complex world of remote or hybrid work and increased customer expectations. Agent empowerment technologies like AI-powered Chatbots and self-scheduling facilitate a healthy work-life balance, helping remote employees to mark a clear distinction between being ‘on’ and ‘off’ duty. Meanwhile, clever interaction analytics that provide a complete view of customer journeys enable agents to deliver outstanding CX. Behind the scenes, desktop analytics in WEM systems quickly identify when clunky IT systems or processes are slowing agents down, while sentiment analysis and stress predictors nip employee motivation issues in the bud.

Aim for an all-in-one package that combines integrated Workforce Management (WFM), analytics, data management, quality management and performance coaching then look for a vendor that takes data seriously. The best WEM solutions capture and analyse unlimited amounts of raw data and transform it into valuable intelligence and actionable insights. They have inbuilt data-silo busting capabilities to eradicate the dangerous black holes that get in the way of your customers delivering joined up agent and customer experiences.

True versus fake Cloud – don’t get caught out

Finally, guide your customers towards a cloud-based WEM solution. It might sound obvious but many organisations still operate their contact centres on-premise and miss out on all the proven benefits that only the Cloud can offer - such as reduced costs, increased revenues, improved CSAT and ESAT scores. Overcome your customers’ fears and objections by choosing your WEM cloud vendor partner carefully. After all, there are a number of new kids on the block with dubious claims about their omnichannel and AI capabilities. Before signing on the dotted line, grill vendors to check they are not spinning a fake cloud story - that will land you and your customers in hot water at a later stage.

#contactcenterworld, @Calabrio

About Pippa Rhys:
Pippa Rhys is Partner Acquisition Marketing Director at Calabrio

About Calabrio:
Company LogoThe digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching. Only Calabrio ONE unites WFO, agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
  Company Blog   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Can You measure It?!

Read today's tip or listen to it on podcast.

Published: Monday, July 25, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide Recruitment Products/Services


HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.


VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation




About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =