2025 Hybrid Working in the Contact Centre survey results: how does your centre compare?
The 4th survey in the Hybrid Working in the Contact Centre survey series (2016, 2019, 2022 and 2025) shows that hybrid working is here to stay. Learn what the most popular contact centre hybrid working models are today, about the main WFH/hybrid issues organisations are experiencing and the main benefits they are realising, how homeworker performance compares with office workers, and what technologies are being used to support WFH/hybrid operations. 100 UK contact centres were surveyed.
Alvaria Accelerate ‘22 Virtual Experience
Accelerate ‘22 is the fastest way to access Alvaria resources including updates on the product roadmap, executive perspective thought leadership sessions, tips and tricks, success stories, use cases, company announcements and more.
Bad Habits That Kill Your WFM Strategy
Workforce management has evolved far beyond simple schedule creation.
Modern WFM strategies must balance complex variables including customer expectations, agent wellbeing, operational costs, and regulatory compliance whilst adapting to increasingly volatile demand patterns. Yet despite significant investments in sophisticated forecasting tools and analytics platforms, many contact centres continue to struggle with fundamental execution.
Calabrio Continues to Accelerate AI Innovation with Acquisition of Echo AI
Calabrio has announced the acquisition of Echo AI, a generative AI-native conversation intelligence platform. It is the next strategic step in Calabrio’s commitment to providing contact centres with the latest innovative solutions through near-time conversation insights that enhance customer experiences and operational efficiency.
Echo AI’s technology analyses every customer conversation across multiple channels, including calls, tickets, surveys and reviews, and delivers insights that drive customer retention, operational efficiency and growth.
“With this acquisition, we’re accelerating our effort to provide a seamless integration of human and AI-driven intelligence, empowering agents to improve efficiency and dramatically improve customer interactions,” says Dave Rhodes, CEO at Calabrio.
Calabrio Launches FedRAMP Authorised Offering, Calabrio GovSuite
The cloud contact centre solution is Modern Workforce Performance Suite for Optimised Government Customer Service
Deliver Outcomes, not just AI
Deliver Outcomes, not just AI – an article by one of our learners Tom Hunt from Verint.
eGain Special Edition: Knowledge Management for Dummies
eGain Special Edition: Knowledge Management for Dummies - The first and only publication of its kind, this booklet defines and demystifies KM. It also discusses how to select solution partners and succeed in KM initiatives.The booklet is also chock full of real-world success stories and best-practice tips for success.
Partner Article: Attrition in the Contact Center: Trends in Combatting Employee Turnover
A new hire leaves after 25 days on the job – or never shows up for their first day. Or perhaps an employee with five years at the company submits their resignation, taking their experience and knowledge with them. Whatever the scenario, attrition comes with high costs to teams and the enterprise. Download Centrical's Ebook to read their top tips on attrition.
Partner Article: Boost Productivity and Motivate Agenda
Find out how Alvaria is helping enterprise contact centres reimagine the employee experience, 16 –17 November at Call & Contact Centre Expo, Europe’s leading call and contact centre event, at booth # CC-AJ44.
Partner Article: Business Systems brings ForeSight Voice Mining to the UK market to unlock real time, actionable insights from voice communications
Business Systems signs a channel partner agreement with NTT TechnoCross Corporation, offering organisations the ability to unlock real time, actionable insights from their voice communications.
Partner Article: BUSINESS SYSTEMS, INTEGRATED CARE 24 AND CLEO SYSTEMS SHORTLISTED FOR THE 2022 HSJ PARTNERSHIP AWARDS
Business Systems, Integrated Care 24 and CLEO Systems are delighted to announce that its NICE Nexidia Speech and Text Analytics project has been shortlisted for Best Healthcare Analytics Project for the NHS at the HSJ Partnership Awards 2022, recognising their outstanding contribution to healthcare – in what has been an exceptional and challenging period across the sector.
Partner Article: Calabrio Acquires AI and Bot Analytics Company Wysdom to Revolutionise the Customer Experience
Minneapolis, MN — January 9— Calabrio, today announced their acquisition of Wysdom, the leading experts in AI (Artificial Intelligence) and virtual agent performance solutions. This acquisition will accelerate Calabrio’s strategy to help customers leverage AI and ML (Machine Learning) to maximise agent engagement, productivity, and ROI (Return on Investment). Wysdom, based out of Toronto, Canada, was founded in 2012 and has been a pioneer in developing software and services to help customers optimise the performance of their virtual agents.
Partner Article: Calabrio Enhances its Innovative AI-driven Business Intelligence Tools
Corresponding 2024 Summer Release free webinar offers in-depth Insights and Interaction Summary product demonstrations
Partner Article: Calabrio integrates its software with Avaya Experience Platform Public Cloud
Calabrio has announced that it has integrated another solution with Avaya as part of its longstanding relationship with the leader in customer experience and communications solutions. This one sees the award-winning Calabrio Workforce Management (WFM) solution integrate with Avaya Experience Platform™ (AXP) Public Cloud in a milestone collaboration that will revolutionise the landscape for contact centres looking to innovate and modernise in the cloud.
Partner Article: Call center attrition: why do staff leave - or stay?
Staff turnover is higher in the contact center than in almost any other industry. A common assumption is that call center attrition is simply a fact of life - it can't be controlled or 'fixed'. I'd like to challenge that assumption. One of the responsibilities of call center managers and team leaders is to constantly assess the reasons why people leave the center. Perhaps more importantly, it’s also critical to talk to happy staff and find out what keeps them there and constantly strive to reduce unwanted turnover.
Partner Article: Data, AI and automation will never replace humans. Fact
Matt Rumins, European Head of Customer Success at Intradiem, argues that while these technologies can empower humans, they neither can nor should ever replace them.
Partner Article: eGain named a Representative Vendor in the 2022 Gartner® Market Guide for Customer Service Knowledge Management Systems
Sunnyvale, CA (October 3, 2022): eGain Corporation (NASDAQ:
EGAN), the leading knowledge management platform provider for customer engagement automation, today announced that it has been named in the 2022 Gartner Market Guide for Customer Service Knowledge Management Systems.
Partner Article: Electric car subscription service Onto partners with Business Systems to transform the customer experience
The partnership will improve agent engagement and provide an effortless service for outstanding customer experience.
Partner Article: Enhance Employee Engagement to Improve CX at Alvaria
Using game mechanics motivates and engages call centre employees seamlessly while aligning employee behaviours to company goals — which results in improved employee retention, performance, customer satisfaction and profitability.
Partner Article: EvaluAgent Raises $20 Million to Fuel Continued Growth and Global Expansion in Contact Center Quality Assurance & Workforce Engagement
Series A Round from PeakSpan Capital Will Fund Investments in Quality Assurance & Agent Improvement Platform Capabilities to Serve Contact Centers of All Sizes