Calabrio In the News

It’s no secret that the last few years have been challenging and uncertain for many consumers. Read more from Forbes here.

Calabrio, the workforce performance company, recently welcomed customers back to its Calabrio Customer Connect conference in Orlando, Florida (Sept. 26-29), after two years of virtual sessions. The event celebrated companies charting the future of agent and customer engagement using Calabrio ONE through the annual Calabrio Analytics Competition and the ONE Awards. Successes included: saving thousands of dollars by eliminating repeat calls, increasing call handling efficiencies leading to a growth in top-line revenue of $2.7 million annually, and identifying key phrases in calls indicating dissatisfaction – enabling mitigation steps, saving nearly $160k annually. Read more from MyCustomer here.

Calabrio, the workforce performance company, recently welcomed customers back to its Calabrio Customer Connect conference in Orlando, Florida (Sept. 26-29), after two years of virtual sessions. The event celebrated companies charting the future of agent and customer engagement using Calabrio ONE through the annual Calabrio Analytics Competition and the ONE Awards. Successes included: saving thousands of dollars by eliminating repeat calls, increasing call handling efficiencies leading to a growth in top-line revenue of $2.7 million annually, and identifying key phrases in calls indicating dissatisfaction – enabling mitigation steps, saving nearly $160k annually. Read more from Contact Centres here.

Gaining actionable insights from a wealth of customer data sources is no picnic in the park. Yet, harnessing customer data is becoming crucial, as the brands that understand customers best and exploit this knowledge to improve CX will likely win in the digital-first world. Read more from CX Today here.

The pandemic flipped nearly every business on its side (and some upside down), causing leaders across all industries and sectors to reexamine how their organizations were operating. What do we need to do more of, and what can we do less of? What processes need improving, and which workflows are no longer working? While every company has its own unique set of challenges to solve—with many still navigating these challenges today—the one factor that united nearly everyone is the need to expedite their digital endeavors. Read more from CustomerThink here.

Calabrio has welcomed customers to Calabrio Customer Connect (C3) in-person in Orlando, Florida, after two years of virtual events. Read more from Call Centre Helper here.

Calabrio surveyed 500 contact centre managers and consumers in the UK, US, DACH and the Nordics, to uncover key expectations, misperceptions, and emerging strategies around contact centre experiences. And the results revealed a fundamental truth: Without the human element, no amount of technology can hold a brand experience together. Read more from Call Centre Helper here.

Calabrio, the workforce performance company, welcomes customers to Calabrio Customer Connect (C3) in-person in Orlando, Florida, after two years of virtual events. The annual blockbuster conference unites customers, partners, and contact center thought leaders for two-and-a-half days of innovation, education, and networking. This year’s POWER UP! theme fuels the industry with more than 60 breakout sessions, and numerous customers onsite sharing success stories, including GE Appliances, Netflix, Webhelp, and Peckham. Read more from Yahoo!Finance here.

Calabrio, the workforce performance company, welcomes customers to Calabrio Customer Connect (C3) in-person in Orlando, Florida, after two years of virtual events. The annual blockbuster conference unites customers, partners, and contact center thought leaders for two-and-a-half days of innovation, education, and networking. This year’s POWER UP! theme fuels the industry with more than 60 breakout sessions, and numerous customers onsite sharing success stories, including GE Appliances, Netflix, Webhelp, and Peckham. Read more from IT Business Net here.

Calabrio, the workforce performance company, welcomes customers to Calabrio Customer Connect (C3) in-person in Orlando, Florida, after two years of virtual events. The annual blockbuster conference unites customers, partners, and contact center thought leaders for two-and-a-half days of innovation, education, and networking. This year’s POWER UP! theme fuels the industry with more than 60 breakout sessions, and numerous customers onsite sharing success stories, including GE Appliances, Netflix, Webhelp, and Peckham. Read more from SalesTech Star here.

Calabrio, the workforce performance company, welcomes customers to Calabrio Customer Connect (C3) in-person in Orlando, Florida, after two years of virtual events. The annual blockbuster conference unites customers, partners, and contact center thought leaders for two-and-a-half days of innovation, education, and networking. This year’s POWER UP! theme fuels the industry with more than 60 breakout sessions, and numerous customers onsite sharing success stories, including GE Appliances, Netflix, Webhelp, and Peckham. Read more from AI Journal here.

Calabrio, the workforce performance company, welcomes customers to Calabrio Customer Connect (C3) in-person in Orlando, Florida, after two years of virtual events. The annual blockbuster conference unites customers, partners, and contact center thought leaders for two-and-a-half days of innovation, education, and networking. This year’s POWER UP! theme fuels the industry with more than 60 breakout sessions, and numerous customers onsite sharing success stories, including GE Appliances, Netflix, Webhelp, and Peckham. Read more from TMCnet here.

Calabrio, the workforce performance company, welcomes customers to Calabrio Customer Connect (C3) in-person in Orlando, Florida, after two years of virtual events. The annual blockbuster conference unites customers, partners, and contact center thought leaders for two-and-a-half days of innovation, education, and networking. This year’s POWER UP! theme fuels the industry with more than 60 breakout sessions, and numerous customers onsite sharing success stories, including GE Appliances, Netflix, Webhelp, and Peckham. Read more from Spoke here.

Calabrio, the workforce performance company, welcomes customers to Calabrio Customer Connect (C3) in-person in Orlando, Florida, after two years of virtual events. The annual blockbuster conference unites customers, partners, and contact center thought leaders for two-and-a-half days of innovation, education, and networking. This year’s POWER UP! theme fuels the industry with more than 60 breakout sessions, and numerous customers onsite sharing success stories, including GE Appliances, Netflix, Webhelp, and Peckham. Read more from Street Insider here.

Smart businesses have turned the pandemic to their advantage, transforming and elevating the status of the customer service department.  As consumer expectations rise, the contact centre takes centre stage and agents star in the lead role of brand guardians, with the power to boost customer loyalty and company profits.  But stardom comes at a heavy price. Ninety-six percent of agents feel acutely stressed at least once a week.  For HR leaders, this presents serious problems in terms of day-to-day staff shortages, longer-term attrition or burn-out levels and recruitment costs.  If your organisation is not ‘a great place to work’, how can you possibly attract and retain the best talent? Read more from Personnel Today here.

Workforce optimisation software offers companies helpful kits of tools designed to engage, empower, and enhance the performance of their teams. With the right WFO technology, business leaders can gain a better understanding of their internal workflows, the bottlenecks influencing customer service, and even how they can improve company outcomes. Read more from CX Today here.

With customers using an increasing number of channels to contact businesses to resolve their enquiries, our panel of experts explain why providing quality omnichannel customer service is so important. Read more from Call Centre Helper here.

Workforce optimisation tools empower companies to “work smarter” in the quest for exceptional productivity, excellent customer experiences, and enhanced efficiency. With the right tools embedded into the CX environment, business leaders can track crucial metrics about employee performance, and use what they learn to drive better business outcomes. Read more from CX Today here.

As organisations continue to grapple with post-COVID uncertainty, Graeme Meikle explains why it pays to ‘be prepared’ and offers his top tips for mastering the art of capacity planning. Read more from Call Centre Helper here.

In this week’s episode of The CXChronicles Podcast #181  we welcomed Tom Goodmanson, President & CEO at Calabrio based in Minneapolis, MN. Listen to the episode here.

As organisations continue to grapple with post-COVID uncertainty, Graeme Meikle explains why it pays to ‘be prepared’ and offers his top tips for mastering the art of capacity planning. Read more from MyCustomer here.

As organisations continue to grapple with post-COVID uncertainty, Graeme Meikle explains why it pays to ‘be prepared’ and offers his top tips for mastering the art of capacity planning. Read more from Contact Centres here.

Calabrio, the workforce performance company, has identified a direct correlation between contact centres, brand loyalty and brand revenue. The global research report, State of the Contact Centre 2022: Empowering the Contact Centre as Brand Guardian, uncovered a surprising gap between the role contact centre agents play in consumer brand perception and how much employers support and empower those same agents to be brand guardians. Read more from Directors Club here.

Seventy per cent of contact center managers feel their teams are providing emotional empathy on calls . . . versus only 58 per cent of consumers. Seventy nine per cent of managers also feel agents are meeting needs in terms of answering complex questions . . . but 59 per cent of consumers agree. Read more from 360 Magazine here.

Seventy per cent of contact center managers feel their teams are providing emotional empathy on calls . . . versus only 58 per cent of consumers. Seventy nine per cent of managers also feel agents are meeting needs in terms of answering complex questions . . . but 59 per cent of consumers agree. Read more from 360 Magazine here.

Brands are not Empowering Contact Centre Employees for Success. 90% of managers think they are treating agents as brand guardians, yet only 33% of consumers agree. Read more from Contact Center World here.

90% of managers think they treat agents as brand guardians, yet only 33% of consumers agree. Read more from Connections Magazine here.

In this article our panel of experts outline their best practices for customer service knowledge bases. Read more from Call Centre Helper here.

In today’s high-speed digital world, customers and businesses alike are reliant on a series of crucial features in their day-to-day lives. Our communication tools, software, and even internet connections are critical to virtually everything we do. As such, telecom, media, and technology companies are under significant pressure to deliver a reliable service to every user. Read more from CX Today here.

Calabrio, the workforce performance company, has identified a direct correlation between contact centers, brand loyalty and brand revenue. The global research report, State of the Contact Center 2022: Empowering the Contact Center as a Brand Guardian, uncovered a surprising gap between the role contact center agents play in consumer brand perception and how much employers support and empower those same agents to be brand guardians. Read more from Customer Service Manager here.

Calabrio, the workforce performance company, has identified a direct correlation between contact centers, brand loyalty and brand revenue. The global research report, State of the Contact Center 2022: Empowering the Contact Center as a Brand Guardian, uncovered a surprising gap between the role contact center agents play in consumer brand perception and how much employers support and empower those same agents to be brand guardians. Read more from SalesTech Series here.

Calabrio, the workforce performance company, has identified a direct correlation between contact centers, brand loyalty and brand revenue. The global research report, State of the Contact Center 2022: Empowering the Contact Center as a Brand Guardian, uncovered a surprising gap between the role contact center agents play in consumer brand perception and how much employers support and empower those same agents to be brand guardians. Read more from IT Business Net here.

Calabrio, the workforce performance company, has identified a direct correlation between contact centers, brand loyalty and brand revenue. The global research report, State of the Contact Center 2022: Empowering the Contact Center as a Brand Guardian, uncovered a surprising gap between the role contact center agents play in consumer brand perception and how much employers support and empower those same agents to be brand guardians. Read more from Street Insider here.

Calabrio, the workforce performance company, has identified a direct correlation between contact centers, brand loyalty and brand revenue. The global research report, State of the Contact Center 2022: Empowering the Contact Center as a Brand Guardian, uncovered a surprising gap between the role contact center agents play in consumer brand perception and how much employers support and empower those same agents to be brand guardians. Read more from Workforce Management here.

Calabrio, the workforce performance company, has identified a direct correlation between contact centers, brand loyalty and brand revenue. The global research report, State of the Contact Center 2022: Empowering the Contact Center as a Brand Guardian, uncovered a surprising gap between the role contact center agents play in consumer brand perception and how much employers support and empower those same agents to be brand guardians. Read more from Call Center Management here.

Calabrio, the workforce performance company, has identified a direct correlation between contact centers, brand loyalty and brand revenue. The global research report, State of the Contact Center 2022: Empowering the Contact Center as a Brand Guardian, uncovered a surprising gap between the role contact center agents play in consumer brand perception and how much employers support and empower those same agents to be brand guardians. Read more from TMCNET here.

New Calabrio Research: Consumers Judge Brands Based on their Customer Service Experience, but Brands are not Empowering Contact Centre Employees for Success. Read more from Contact Centres here.

90% of managers think they are treating agents as brand guardians, yet only 33% of consumers agree. Read more from MyCustomer here.

As customer experience management tops the business agenda, the spotlight falls on contact centres and agents take centre stage. Make yours stand out from the crowd with the right strategy. Magnus Geverts at Calabrio shares his essential guide to Good Customer Service. Read more from Contact Center World here.

Dave Hoekstra at Calabrio and Paul Turner at Genesys discuss the key differences between Workforce Management (WFM), Workforce Optimization (WFO) and Workforce Engagement Management (WEM). Read more from Call Centre Helper here.

Workforce optimization (WFO) is not a new concept for many contact centers. Nevertheless, few operations currently have a thriving WFO strategy in place. Missing out on this opportunity can thwart agent experience, leading to demotivation, absence, and often attrition. Read more from CX Today here.

The call center is no stranger to the Great Resignation. But you can improve agent well-being, optimize operations and satisfy customers all at the same time.  Read more from CMS Wire here.

As customer experience management tops the business agenda, the spotlight falls on contact centres and agents take centre stage. Make yours stand out from the crowd with the right strategy. Magnus Geverts at Calabrio shares his essential guide to Good Customer Service. Read more from Customer Service Manager here.

As customer experience management tops the business agenda, the spotlight falls on contact centres and agents take centre stage. Make yours stand out from the crowd with the right strategy. Magnus Geverts at Calabrio shares his essential guide to Good Customer Service. Read more from Call Centre Helper here.

As customer experience management tops the business agenda, the spotlight falls on contact centres and agents take centre stage.  Make yours stand out from the crowd with the right strategy.  Magnus Geverts at Calabrio shares his essential guide to Good Customer Service. Read more from Contact Centres here.

As customer experience management tops the business agenda, the spotlight falls on contact centres and agents take centre stage. Make yours stand out from the crowd with the right strategy. Magnus Geverts at Calabrio shares his essential guide to Good Customer Service… Read more from Directors Club here.

When it comes to great businesses, we all know the importance of providing a seamless and positive customer experience in the customer contact center. However, have we also thought about how to improve the agent experience? Read more from CRM Xchange here.

Contact center analyst and consulting firm DMG Consulting in July reported that despite overall market maturity, many of the 36 leading vendors that sell workforce management suites to contact centers did a good job of marketing their products in 2021. These vendors generated contact center sales of $2.2 billion during 2021, an increase of $158.5 million, up 7.6 percent from $2.1 billion in 2020. Read more from destination CRM here.

What is the health of your contact centre operation? Are you fighting fit and ready for the challenges ahead? As an industry we have never experienced such demanding situations with customers contacting us more often than ever before, whilst we grapple with the need to support colleagues better than ever. Read more from Contact Centres here.

We asked our panel of experts for their best advice on how call and contact centres can lower Average Handling Time (AHT) safely. Read more from Call Centre Helper here.

Many companies add digital channels to keep up with evolving customer expectations and engage them in new ways. Yet, if the company fails to link these channels with a central CRM, they risk channel silos that disappoint internal employees — managing conversations on the channel — and customers. Read more from CX Today here.

We asked our panel of experts for their advice on how often companies should seek customer feedback, and how they can determine what frequency works for them. Read more from Call Centre Helper here.

Paul Turner at Genesys, Dave Hoekstra at Calabrio, and Nikki Quinn at Playvox explain the workforce management (WFM) tools that are available. Read more from Call Centre Helper here.

The customer experience (CX) world has been flipped on its head over the last two years. What we saw happen within contact centers at the onset of the COVID-19 pandemic was simultaneously too much and too little of everything. Read more from Contact Center Pipeline here.

Providing excellent customer service, support, sales, and billing relies on having the right numbers of the skilled contact center agents at the right times. Read more from Contact Center Pipeline here.

The workplace as we knew it pre-2020 is gone forever, which means the way we work needs to evolve as well. It’s no longer about free snacks or fun games at the office—many organizations have adopted remote and hybrid working models, some are testing out a 4-day work week, and others are offering unlimited vacation days. Read more from Customer Think here.

Workforce Wellbeing Recovery Toolkit for Contact Centres – Practical strategies & resources from Calabrio to turn workforce wellbeing into your competitive advantage. Read more from Contact Centers here.

Those operating contact centers have always been under a tremendous amount of pressure to assist customers coming forward with questions or complaints about products and services. When the person reaching out is struggling with suicidal thoughts, however, the caller experience takes on an entirely different urgency and meaning. Read more from 360 Magazine here.

Here’s a concept many people can relate to, the sense of pride – and perhaps a bit of frustration – that comes with being an early adopter of something and waiting for the rest of the world to catch up. In pop culture terms, you started a new show on its series premiere night versus the rest of the world binge-watching every episode to catch up for the finale. Or maybe you attended a singer’s first gig at your local dive bar and now, years later, they’re accepting a Grammy. Read more from Crm Xchange here.

Ensuring that each customer has a positive experience regardless of the reason for getting in contact can be difficult, but what can businesses do to improve customer satisfaction? Read more from Call Centre Helper here.

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? Read more from Contact Center World here.

Blend new technologies with tried and tested favourites to refresh your contact centre. Magnus Geverts shares his top spring-cleaning tips for supporting home-working agents. Read more from Contact Center World here.

Analytics, namely the analysis of data such as through software tools to obtain meaningful and actionable insights, is central to the contact center. And contact centers collect a bounty of information from a growing array of channels and sources. Read more from Contact Center Pipeline here.

Tracking individual agent performance, customer experience, and team performance is vitally important for business success. Read more from Call Centre Helper here.

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? Read more from Call Centre Helper here.

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? Read more from Directors Club here.

Delta Air Lines has chosen Amazon Web Services (AWS) as its preferred cloud provider in a multi-year agreement. Read more from Data Center Dynamics here.

Agent turnover plagues the contact center industry. It has for so long that many companies have accepted it as an impossible cost to combat. Read more from CX Today here.

Individuals and brands alike were impacted at the outset of the pandemic, as customers tried to get a hold of ticketing platforms and contact center agents, on the other side of those calls, attempted to navigate impossible-to-prepare-for situations. Read more from Forbes here.

As more organisations focus on customer experience (CX), contact centres become ever-more important, with agents starring in the lead role of brand defenders. That’s a giant leap forward from the days when contact centres were considered cost centres. Nowadays, they have the power to increase customer loyalty, brand competitiveness and profits. Read more from Management Today here.

Prior to the arrival of COVID-19, cloud-based software was widely used in school districts for everything from managing student information, to providing personalized learning, to streamlining back-office work. But the software became even more critical after the onset of the pandemic, when both learning and working went remote. Read more from Contact Center World here.

Stress in the workplace has always been present, but over the last couple years, that stress has skyrocketed. More and more contact center agents are becoming increasingly vocal about their stressors. They’re rightfully raising concerns to their supervisors, managers, and other leaders, who are responsible for creating environments that support employee success and wellbeing.  Read more from Customer Zone 360 here.

Our panel of experts share their ideas on customer experience management and the latest thinking in looking after customers. Read more from Call Centre Helper here.

As Calabrio deploys its true cloud workforce optimisation offering via AWS in South Africa, Olle Düring at Calabrio outlines five reasons why this matters to customers in the region. Read more from Tech Central here.

Intradiem, a provider of Intelligent Automation solutions for contact center and back-office teams, announces the release of new integrations for Genesys Cloud CX and LivePerson Messaging. Read more from Contact Center World here.

When Calabrio invited CX Consultant and Practitioner Clare Muscutt to present at a recent webinar, she asked delegates about the state of digital transformation for customer service in their organization. Although the majority (51 percent) had already deployed digital technology to support their customers, only eight percent believed their digital service to be ‘awesome’. Read more from CX Network here.

Blend new technologies with tried and tested favourites to refresh your contact centre.  Magnus Geverts at Calabrio shares his top spring-cleaning tips for supporting home-working agents. Read more from HRnews here.

Intradiem, the leading provider of Intelligent Automation solutions for contact centre and back-office teams, announces the release of new integrations for Genesys Cloud CX and LivePerson Messaging. Read more from Directors Club here.

We asked our panel of experts for their best advice on how to monitor customer service, to deliver an exceptional customer experience. Read more from Call Centre Helper here.

Customers crave speed, convenience and emotional empathy when interacting with their favorite brands, a paradox that threatens the status quo of today’s contact center. These double-edged customer expectations also present a unique opportunity to empower agents and enhance CX. In this blog, we throw the spotlight on technology and how to use it effectively, adding the human touch to digital interactions. Read more from CX Network here.

Intradiem, a provider of intelligent automation solutions for contact center and back-office teams, has integrated its technologies with Genesys Cloud CX, LivePerson Messaging, and Alvaria workforce management. Read more from destinationCRM here.

Intradiem, the leading provider of Intelligent Automation solutions for contact center and back-office teams, announces the release of new integrations for Genesys Cloud CX and LivePerson Messaging. Read more from iTechnology Series here.

Until recently, the majority of UK contact centres worked in a traditional, centralised model, with fewer than 4 percent of agents working remotely at home on a permanent basis, according to a report from analyst ContactBabel. Read more from HRreview here.

Blend new technologies with tried and tested favourites to refresh your contact centre. Magnus Geverts at Calabrio shares his top spring-cleaning tips for supporting home-working agents. Read more from Call Centre Helper here.

Intradiem, the leading provider of Intelligent Automation solutions for contact center and back-office teams, announces the release of new integrations for Genesys Cloud CX and LivePerson Messaging. Read more from MarTechCube here.

Intradiem, the leading provider of Intelligent Automation solutions for contact center and back-office teams, announces the release of new integrations for Genesys Cloud CX and LivePerson Messaging. Read more from Contact Center Solutions here.

Intradiem, the leading provider of Intelligent Automation solutions for contact center and back-office teams, announces the release of new integrations for Genesys Cloud CX and LivePerson Messaging. Read more from Sales Tech Series here.

Intradiem, the leading provider of Intelligent Automation solutions for contact center and back-office teams, announces the release of new integrations for Genesys Cloud CX and LivePerson Messaging. Read more from TMCnet here.

Blend new technologies with tried and tested favourites to refresh your contact centre.  Magnus Geverts at Calabrio shares his top spring-cleaning tips for supporting home-working agents. Read more from Contact Centres here.

Blend new technologies with tried and tested favourites to refresh your contact centre. Magnus Geverts at Calabrio shares his top spring-cleaning tips for supporting home-working agent. Read more from Directors Club here.

Blend new technologies with tried and tested favourites to refresh your contact centre. Here are some top spring-cleaning tips for supporting home-working agents. Read more from My Customer here.

Minnesota employees surveyed by Energage ranked these 200 employers as Top Workplaces for 2022. Read more from Star Tribune here.

As Calabrio deploys its cloud Workforce Optimization (WFO) offering via AWS in South Africa, Olle Düring at Calabrio outlines five reasons why this latest news matters to customers in the region. Read more from Call Centre Helper here.

As Calabrio deploys its true cloud Workforce Optimisation (WFO) offering via AWS in South Africa, Olle Düring at Calabrio outlines five reasons why this latest news matters to customers in the region. Read more from Directors Club here.

Calabrio paves the way for South Africa’s cloud contact centre WFO journey alongside AWS Cape Town launch. As Calabrio deploys its true cloud Workforce Optimisation (WFO) offering via AWS in South Africa, Olle Düring at Calabrio outlines five reasons why this latest news matters to customers in the region. Read more from Contact Centres here.

Dave Hoekstra at Calabrio, Nikki Quinn at Playvox, and Alex O’Donovan at Business Systems explain when businesses should make the move from spreadsheets to workforce management (WFM) Software.  Read more from Call Centre Helper here.

In his latest blog, Magnus Geverts of Calabrio discusses how to spot the difference between true and fake cloud solutions and why it matters for workforce optimisation (WFO) applications.  Read more from Contact Center World here.

As trust in public sector organisations continues to dwindle in a post-pandemic environment, governments and other groups need to make a change and fast. The best way for public sector entities to empower their teams, support their citizens, and drive meaningful community growth, is by investing in the right CX solutions.  Read more from CX Today here.

As contact centres embrace the world of remote and hybrid working, Rob Crutchington, Managing Director of Encoded, discusses how the cloud, open banking and the latest SCA regulations help protect the customer, agents and merchants when taking payment. Read more from Directors Club here.

Your decision to take your workforce optimisation (WFO) solution to the cloud is a smart choice. It offers a fast track to delivering engaged employees and improved customer experience. It also means you have more time spend on helping customers and the business rather than on IT. But pause before you purchase – because not all cloud solutions are created equal. Read more from Contact Centres here.