Calabrio In the News
The latest buzz from around the web.
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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 […]
May 1, 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.
April 27, 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 […]
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.
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 […]
March 13, 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.
March 6, 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 […]
February 24, 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 […]
February 11, 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 […]
January 26, 2017
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 […]
December 30, 2016
Ah, the joys of Christmas mornings. Waking up, seeing the presents under the tree. It got us thinking. Do B2B marketers have Christmas wish lists? What do they fantasize finding under the metaphorical tree? Read more to learn what B2B marketers really want from Christmas from CMSWire.
December 22, 2016
The numbers are extraordinary and Calabrio has become an industry force to be reckoned with under Goodmanson’s Leadership. Read more from Paul Stockford in Contact Center Pipeline Magazine here.
December 16, 2016
In an ever-crowded field of investors pouring money into the technology industry, Kohlberg Kravis Roberts was among the first. And with a nearly $2 billion deal, the investment giant will extend its multibillion-dollar flurry of activity from the past year. Read more from the New York Times here.
December 6, 2016
Brands have conversations with customers every single day, but many are missing out on critical information that is hidden within these conversations. Every single word in a conversation with a customer holds meaning, but some words mean more than others and those are the words that companies must analyze to better understand sentiment and predict […]
November 28, 2016
Calabrio offers customer engagement management and workforce optimization software that helps enterprises bring their call centers in line with their digital transformation initiatives. Read more.
November 11, 2016
Last month in this space I talked about how it had been a busy few months for acquisitions in the customer experience arena. Since then we’ve seen even more M&A. Read more from TMC Net here.
October 28, 2016
Achieving success in business in life typically isn’t a lucky accident. It involves hard work, perseverance as well as a supportive and loving network of friends and family. But another ingredient often goes into the mix: A disciplined existence which fosters an ability to accomplish great things. Take it from these high achievers who share […]
October 15, 2016
Call recording in the contact center is a great idea, once all the legal hoops are sufficiently jumped through. Its value as a training tool, as a customer service aid, and even as a protective measure against lawsuits is well-known and often used. Thus, call recording tools have had plenty of refinement over the years, […]
October 14, 2016
For its customers, Calabrio is a central application of record when it comes to enterprises interacting with customers and potential customers. Read more from eWeek here.
October 13, 2016
Consumers interact with companies via phone every day, so it’s important that brands deliver the right experience every single time. Whether a customer is dialing in for support or is the recipient of a marketing call, contact center agents are on the other end of the line trying to resolve issues, promote new products, or […]
October 12, 2016
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