• Effectively Leverage Collaborative Game Play for Real-World Results

    February 12, 2015

      “People respond to incentives,” notes University of Chicago economist and best-selling author Steven Levitt. Not surprisingly, incentives are a major component of popular Massively Multiplayer Online Games (MMOGs), which allow players to cooperate and compete with each other on a large scale. […] Read more.

  • Speech Analytics Goes Back to the Future

    August 4, 2014

      While 1.21 gigawatts may be extreme, companies must power their VOC strategies with the innovative tools and technologies necessary to drive real-time speech analytics and fuel first call resolution.

      Though voice conversations and customer service calls may seem like things of the past, speech technology and data analytics continue to usher such interactions quickly into the future—no flux capacitor necessary. […] Read more.

  • Reaping the Benefits of Unified Communications

    July 8, 2014

      IT managers say UC reduces costs and makes staff more productive.

      Minnesota’s Dakota County has found that by holding online meetings via unified communications, it saves considerably on transportation costs. […] Read more.

       

  • Are You Listening–Really Listening–to Your Customers?

    July 7, 2014

      Multichannel analytics give us a much deeper understanding of our customers, which gives us the knowledge we need to strengthen the entire business—not just the contact center.

      When it comes to your customers, what you don’t know can hurt you.

      Of course, we all know that on some level. It’s a key attribute of marketing: know your audience. No matter how great your product or service is, you still have to persuade people that they need it or want it. And you can’t do that unless you clearly understand your target market: who they are, what they buy and why they buy it […] Read more.

  • Small Business: Calabrio is dialing up call center growth

    July 6, 2014

      Taking a “left turn” to enter competition with much bigger rivals has fueled rapid expansion for the call center software maker, CEO Tom Goodmanson says. 

      Washing machines aren’t making their own calls for repair service yet, but Tom Goodmanson, president and CEO of Calabrio Inc., a call center workforce optimization software developer, said the Minneapolis-based company would be ready when they do. […] Read more.

  • Looking Back on Enterprise Connect 2014

    April 16, 2014

      Another Enterprise Connect is in the books. This year’s event was marked by large crowds, and a subtle shift in focus.

      With all due respect to the famous “is it a desert topping or floor wax” sketch from SNL, this year’s Enterprise Connect provided an interesting perspective on the state of UC: Is it an application, or infrastructure? […] Read more.

  • Speech Analytics Keeps Green Mountain Coffee Grinding

    March 4, 2014

      Calabrio ONE’s speech and desktop analytics turn unstructured data into usable information.

      Founded in 1981 as a small cafe in Waitsfield, VT, Green Mountain Coffee Roasters has grown to become an industry force, with an employee base that now numbers 6,250. […] Read more.

  • Easy, Personalized & Smart: Calabrio Helps Green Mountain Coffee Better Manage, Analyze Its Contact Centers

    December 18, 2013

      Green Mountain Coffee sells a wide array of coffee, tea, and other hot beverages, as well as the Keurig machines to prepare them. Its single serving canister approach to brewing is unique, and Green Mountain continues to expand on the consumable brand and flavor options it offers. The company also has a forward-looking approach when it comes to its contact center, which relies on analytics, quality management, and workforce management solutions from Calabrio. […] Read more.

  • Easy, Personalized & Smart: Calabrio Helps Green Mountain Coffee Better Manage, Analyze Its Contact Centers

    December 18, 2013

      Green Mountain Coffee sells a wide array of coffee, tea, and other hot beverages, as well as the Keurig machines to prepare them. Its single serving canister approach to brewing is unique, and Green Mountain continues to expand on the consumable brand and flavor options it offers. The company also has a forward-looking approach when it comes to its contact center, which relies on analytics, quality management, and workforce management solutions from Calabrio. […] Read more.

  • Calabrio’s ‘Work Smarter, Work Better’ Approach Impresses Gartner

    December 12, 2013

      When a company lives up to its vision and values — never settling for a status quo, solving problems before they actually become issues, continuously bettering its products and performance, and reinvests its energies in improving user experience and simplifying management and administration — it deserves a pat on the back. So it only makes sense that Calabrio’s completeness of vision, and ability to translate the vision into reality, was acknowledged recently by Gartner. […] Read more.

  • Companies Grapple With Big Data Challenges

    November 12, 2013

      More enterprises seek to leverage the opportunities offered by big data, but constructing a framework that lets them put the data to maximum use is a challenge.

      As organizations attempt to navigate the information age, executives are discovering that the biggest obstacle isn’t collecting data or finding ways to manage and store it efficiently. […] Read more.

  • Multichannel Strategy Drives Customer, Employee Experience to New Heights

    October 23, 2013

      Efficiency, reduced costs, increased customer satisfaction and boosted revenues are on the wish list of every organization. In the contact center, multichannel communication systems are turning these goals into reality by converging management of any support service medium into one comprehensive tool. […] Read more.

  • Report: 39 business expansions to add 1,500 Minnesota jobs

    September 11, 2013

      Software developer Calabrio…moved its headquarters from Plymouth to a 30,000-square-foot office in downtown Minneapolis […] Read more.

  • Calabrio Talks WFO, Analytics and More at ITEXPO Las Vegas 2013

    September 11, 2013

      Calabrio Talks WFO, Analytics and More at ITEXPO Las Vegas 2013 in this featured video.

  • Calabrio Offers Customized Tools to Improve Agent Performance, Customer Experience

    September 11, 2013

      Delivering quality customer service is only as good as your workforce behind it. In today’s world of social media, e-mail, voice and many other outlets for customers to use to contact organizations, companies need to be prepared with the right tools to improve agent efficiency, contact center productivity and workforce optimization to deliver the best customer experiences. Calabrio, a provider of workforce optimization solutions and applications, sets out to enable companies to do this. […] Read more.

  • Finding Your Voice in the Data Stream

    June 11, 2013

      Data that your organization is storing doubles every six months. No one should be surprised by that figure when you consider that every minute there are 48 more hours of YouTube videos uploaded, two million more search queries on Google completed and 3,600 more photos shared on Instagram. […] Read more.

  • Back to Basics: Stop, Look & Listen

    June 11, 2013

      Marketers today have it easy – or do they? Data streaming in from various sources, including social media, are providing a wealth of new information from customers about what they like – and don’t like – about a company’s products, advertisements, positioning, etc. […] Read more.

  • Back to Basics: Stop, Look & Listen

    June 11, 2013

      Marketers today have it easy – or do they? Data streaming in from various sources, including social media, are providing a wealth of new information from customers about what they like – and don’t like – about a company’s products, advertisements, positioning, etc. […] Read more.

  • INTERNET TELEPHONY’s 2013 TMC Labs Innovation Award Winners Announced

    June 4, 2013

      NORWALK, Conn. (June 4, 2013) – TMC, a global, integrated media company helping clients in print, in person and online, today announced the winners of the 2013 TMC Labs Innovation Award presented by INTERNET TELEPHONY. […] Read more.

  • Growing tech firm Calabrio moving downtown for ‘cool factor’

    April 8, 2013

      Software firm Calabrio Inc. is moving from Plymouth to larger digs in the North Loop neighborhood of Minneapolis as it ramps up recruiting. […] Read more.

  • Calabrio Helps Call Centers Understand Big Data

    March 29, 2013

      Calabrio, a provider of workforce optimization and unified desktop software for call centers located around the world, is helping these centers understand the massive amounts of data they find in their midst. […] Read more.

  • Calabrio, Inc. Donates Kids’ Bikes to Twin Cities Habitat for Humanity Partner Families

    March 12, 2013

      This past summer, 90 Calabrio, Inc. staff came together to assemble 16-inch wheel kids bikes to donate to Twin Cities Habitat for Humanity. […] Read more.

  • Customer [email protected] Solutions – Calabrio’s App-Based Performance Solutions

    March 1, 2013

      Calabrio featured on the Cover of Customer Interaction Solutions. Find out more about our workforce optimization (WFO) software.

  • Contact Centers – Break the Chains

    February 20, 2012

      Last year, I wrote an article entitled Can the Contact Center Go Mobile?  The reaction was certainly mixed between those who could and those who could not envision less physical restriction on an operation that, without a doubt, invokes images of workers tethered to headsets and workstations. […] Read more.

  • Case in Brief: Multichannel Data Enables One-to-One Customer Experiences

    January 18, 2012

      After getting a more holistic picture of its members, the AAA Western & Central New York is able to better personalize its services, improving its customer experience and profitability as a result. […] Read more.