• Calabrio Supercharges Workforce Optimization with Analytics for Customer Engagement

    September 18, 2015

      Calabrio is a vendor of workforce optimization software whose core product is Calabrio ONE. It includes the common workforce optimization applications: call recording, quality management, workforce management and analytics. The company is rated Hot in our 2015 Workforce Optimization Value Index, and its product suite is the highest rated in the Usability category […] Read more from this post.

  • Tenth Annual Contact Center Technology Award Winners Announced

    July 21, 2015

      TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today the winners of the 2015 Contact Center Technology Award. […] Read more from this post.

  • Omnichannel: Tracking the Customer Experience

    July 16, 2015

      So far, in our omnichannel series, we looked at the top challenges that contact centers face when […] Read more from this post.

  • CEO Spotlight with Tom Goodmanson

    July 14, 2015

      You’ve been at Calabrio for seven years. What first attracted you to the company […] Read more from this post.

  • Empower Frontline Staff with QM Tools

    June 15, 2015

      How are leading-edge contact centers transforming their quality management tools to empower agents? Calabrio Innovation Center Manager Brad Snedeker identified the following four key trends […] Read more from this post.

  • Businesses are from Mars, Contact Centers are from Venus

    May 19, 2015

      Analytics is Paving the Way for Cooperation Among All Aspects of the Enterprise.

      Back in 1992, an author by the name of John Gray, Ph.D. wrote a booked called Men are from Mars, Women are from Venus.  The basic premise of the book was that most of the relationship problems that occur between men and women are the result of fundamental psychological differences between genders. […] Read more.

  • The 2015 CRM Service Leaders: Workforce Optimization

    March 20, 2015

      Growth for contact center workforce optimization (WFO) carried on throughout 2014, though to a lesser extent than it had the previous year […] Read more from this post.

  • 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.