• Five9 Launches Major Release for Global Enterprises, Providing a Powerful Cloud Platform That Enables Digital Transformation

    July 12, 2017

      Five9, a leading provider of cloud software for the enterprise contact center market, today announced the availability of Summer Release 2017, the latest major release of the award winning Virtual Contact Center (VCC). Read more from VM Blog here.

  • Five9 Takes on the World

    July 12, 2017

      Announces far-reaching architectural changes for its cloud contact center service as part of summer software release. Read more from No Jitter here.

  • Towards zero percent agent turnover in the contact centre – Interview with Tom Goodmanson

    July 11, 2017

      In this interview Tom Goodmanson, President and CEO of Calabrio. We talk about contact centres, their importance, the lack of attention that they sometimes receive and some of the perennial problems that they struggle with including agent turnover. Read more from Customer Think here.

  • Towards zero percent agent turnover in the contact centre – Interview with Tom Goodmanson

    July 8, 2017

      Interview with Tom Goodmanson, President and CEO of Calabrio, about contact centres, their importance, the lack of attention that they sometimes receive and some of the perennial problems that they struggle with including agent turnover. Read more from Adrian Swinscoe here.

  • Demand for tech jobs to rise in Twin Cities during second half of year

    July 6, 2017

      Demand for high-tech workers in the Twin Cities will rise in the second half of the year, a new study showed, though not quite at the record pace at the end of 2016. Read more from Star Tribune here.

  • Three Security Myths About Moving to the Cloud

    July 5, 2017

      Recent research dispels common misconceptions about keeping sensitive data safe. Read more from Contact Center Pipeline here.

  • 7 ways to keep your employees

    June 22, 2017

      More workers are thinking about changing jobs in 2017 — because they can. We received tips from some of the firms that scored the highest in employee retention.  Read more from the Star Tribune here.

  • 2017 Top 150 Workplaces

    June 21, 2017

      Minnesota employees surveyed by WorkplaceDynamics ranked these 150 employers as Top Workplaces for 2017. Calabrio ranked #13 in the midsize category. Read more from the Star Tribune here.

  • Why Marketers Should be Seamlessly Pairing Customer Interactions

    June 8, 2017

      What does it take for marketers to deliver a personalised customer experience? Data, machine learning and listening to consumers might be the answer. Read more from PerformanceIN Magazine here.

  • C-suite reshifts focus to customer experience

    June 7, 2017

      U.S. and UK business executives rank customer experience above sales and revenue as their key focus in 2017, according to a new report from CX and analytics software Calabrio. Read more from Bulldog Reporter here.

  • Blindspots the C-Suite Have on Customer Experience and How to Overcome Them

    June 2, 2017

      The basis of competition today isn’t about your products or competitors. It’s about how well you fully meet customer expectations, across all channels. That’s it. Pretty simple.  Read more from MarTech Advisor here.

  • Brands unclear who should take responsibility for customer experience

    June 1, 2017

      Businesses are increasingly using customer experience to differentiate their brand yet 30% of senior leaders are confused about who should take ownership of it. Read more in Marketing Week here.

  • Ready, Set, Sell! Six Things A Retail CIO Should Know In 2017

    May 30, 2017

      The retail industry is competitive and, with so many purchasing options either online or in-store, customers have their pick of where to get the items that they want and need. This means the pressure is on for retail brands to offer the things their customers want while delivering the best customer experience. Read more in Retail TouchPoints Magazine here.

  • Millennials and the New Era of Experience Loyalty

    May 17, 2017

      As millennials come to age into the workplace, they are also coming to age as the largest buying group in the coveted 18-35 age range since the baby boomers in 1965. However, with the ever-changing technology options available, brands need to take heed to the way millennials think, act and buy. Brand loyalty isn’t gone, it has just dramatically changed. Read more from CustomerThink here

  • Serenova Partners with Calabrio

    May 10, 2017

      Serenova, contact center-as-a-service (CCaaS) provider, and Calabrio, a provider of customer engagement and analytics software, today announced a strategic partnership in which Serenova will resell Calabrio’s Workforce Optimization (WFO) software. The deal also tightly integrates Serenova’s CxEngage contact center platform with the Calabrio ONE WFO suite, including call recording, quality management, workforce management and voice-of-the-customer (VoC) analytics offerings. Read more from Smart Customer Service Magazine here.

  • Amazon Moves Alexa into the Contact Center

    May 1, 2017

      Amazon has a reputation for not only delivering excellent customer service but also continually innovating to make the experience better and easier for customers. Now, following Amazon Web Service’s late March release of Amazon Connect, a suite of cloud-based contact center services, companies can quite literally borrow a page from Amazon’s playbook. Read more from Destination CRM here.

  • Counterpoint: In planning the city’s new core, we look up, not down

    April 27, 2017

      The most extensive connected skyway system anywhere is a unique asset for our downtown. Relating the second-level downtown economy to the goal of ever-improving street vibrancy demands a “both and,” not an “either or,” response. Many in the business community are hard at work on this.  Read more from the Star Tribune here.

  • AWS puts the call centre in the cloud with Amazon Connect

    March 28, 2017

      Amazon Web Services (AWS) has revealed its new contact centre service, Amazon Connect, a self-service cloud-based platform that enables users to set up a contact centre easily. This means users will be able to create their own contact centre, design contact flows and on-board agents using a modern interface that is entirely web-based. Read more from Computer Business Review here.

  • Amazon Connect brings contact centers to the cloud

    March 28, 2017

      Amazon today released Connect, a contact center as a service offering hosted in the Amazon Web Services cloud. The move represents AWS attempting to jump into a burgeoning market for cloud-based contact center software, while continuing to push AWS into the enterprise communications market. Read more from Network World here.

  • Focus on Your Employees

    March 13, 2017

      Today’s workforce is transient—the days of a job for life are long gone. That isn’t a bad thing; we learn new skills and different approaches from every place we work. Similarly, bringing in fresh talent to a business keeps us all on our toes and makes us look at things a little differently. Read more from eConnect Call Centre Summit here.

  • ICMI Announces 2017 Global Contact Center Award Finalists

    March 6, 2017

      The International Customer Management Institute (ICMI) today announced the finalists of its annual Global Contact Center Awards. The ICMI Global Contact Center Awards program is dedicated to recognizing companies and individuals that honor leadership, vision, innovation and strategic accomplishments within the customer service industry. Read more here.

  • How Topic Modeling Can Change How Brands Interact with Customers

    February 24, 2017

      Nobody likes a Monday morning quarterback. He’s the guy who always knows exactly how to run a play to score a touchdown…the day after the game. As much as the postgame know-it-all gets under everyone’s skin, many brands are Monday morning quarterbacking with one of their biggest assets: their customers. In this article Matt Matsui shares how analytics and topic modeling can advance your brand.  Read more from Datanami here.

  • Andrew Molacek Talks Workforce Optimization

    February 11, 2017

      For those of us in the contact center industry we have always known that contact centers are where real people have real conversations that have real impact. Brand reputation can be saved, squandered or skyrocket as a result of a contact center interaction. And workforce optimization could help you make more positive outcomes. Read more from Customer Think here.

  • Gartner Grants Calabrio Visionary Status

    January 26, 2017

      The contact center is in the midst of a rebirth. The advent of today’s omnichannel world is serving as impetus for transformation, with a key cog in this shift being workforce optimization. While we know the customer comes first, customer service agents play a pivotal role in the provision of satisfaction. The burgeoning arena of workforce engagement management brings the agent into focus by improving engagement. Remember, an engaged agent is far more likely to be a happy agent, which results in happy customers. Read more from TMCnet.

  • New year, new resolutions: 4 brand strategies to boost customer satisfaction in 2017

    December 30, 2016

      Successful brands are always evaluating plans to build customer loyalty, analyzing what is and is not resonating with customers, then driving those insights back into their business. This time of year, many brands are making New Year’s resolutions, starting with evaluating and solidifying 2017 customer strategies to reach revenue and profitability goals. Read more from Retail Customer Experience here.