• Calabrio ONE Now Available via Twilio Flex Ecosystem

    January 6, 2021

      As a part of the Twilio Flex Ecosystem, Calabrio (News – Alert) is focused on helping businesses accelerate contact center transformation through a modern cloud WEM suite that enriches customer interactions-whether they happen via voice or other digital channels. Read more from TMC Net here.

  • Calabrio ONE Now Available via Twilio Flex Ecosystem

    January 6, 2021

      The cloud-to-cloud integration of Calabrio ONE and Twilio Flex, which was announced earlier this year, fills a gap for modern contact centers looking for a customizable, data-driven environment that puts the customer and agent experience at the forefront, whether they’re working from home or in the office. Read more from Bloomberg here.

  • Calabrio ONE Now Available Via Twilio Flex Ecosystem

    January 6, 2021

      Calabrio has extended its partnership with Twilio and made its Calabrio ONE workforce engagement management (WEM) product available to contact centers through the Twilio Flex Ecosystem. Read more from Smart Customer Experience here.

  • Remote Agents Drive Permanent Improvements to Workforce Management

    January 4, 2021

      When the COVID-19 pandemic caused most businesses, including contact centers, to close main offices and work from remote locations in mid-March 2020, it meant quantum shifts in customer support and workforce management practices. Read more from Customerzone360.com here.

  • Remote Workforce Management – from survive to thrive in 3 easy steps

    December 15, 2020

      Richard Pinnington of Calabrio discusses how workforce management means so much more in challenging times… Read more from Directors’ Club Newswire here.

  • Going All-Remote Without the Cloud? Unlikely, Say Contact Center Leaders

    December 14, 2020

      Cloud-based technologies in the contact center offer many benefits compared to on-premises solutions. Read more from Customerzone360.com here.

  • WFH Goes Hand in Hand with WFM, Say Mitel and Calabrio

    December 9, 2020

      We are nearly at the end of the year; Christmas is looming and unfortunately businesses have had to endure a second lockdown. Read more from UC Today here.

  • Telarus Partners Get Ujet Contact Center Solutions

    December 8, 2020

      Telarus partners are getting access to Ujet contact center solutions under a new agreement between the master agent and vendor. The partnership gives Telarus partners full access to Ujet’s contact center products and features. And businesses can fully integrate support into their existing mobile experience. Read more from Channel Partners here.

  • Don’t Make Customer Service Agents Wait For Self Service Tools

    December 7, 2020

      Recently, I had the pleasure of both presenting at and listening in to several sessions at the recent Calabrio C3 Connect conference. That allowed me to immerse myself in the world of Workforce Engagement Management (WEM) and the contact center agent’s experience. Read more from Forbes here.

  • Managing and Training Remote Agents: What We’ve Learned So Far

    December 7, 2020

      When the COVID-19 pandemic sent workers across industries home in mid-March 2020, it presented several unique challenges for contact center organizations. Read more from Customerzone360.com here.

  • The Rocket Man and a Watershed Year

    December 1, 2020

      A conversation with Calabrio CEO Tom Goodmanson on the past year and what 2021 may hold for the industry. Read more from Contact Center Pipeline here.

  • Keeping the Buzz Alive with Remote Working

    November 30, 2020

      We are nearly at the end of the year; Christmas is looming and unfortunately businesses have had to endure a second lockdown. Read more from The HR Director here.

  • 30 Contact Centre Predictions for 2021

    November 25, 2020

      Our panel of experts share their predictions for how the contact centre industry will change and develop in 2021. Read more from Call Centre Helper here.

  • Calabrio ONE: Agility To Meet The New Era For Contact Centres

    November 24, 2020

      The world of work has evolved, as have the needs of the modern contact centre. To stay ahead, companies must develop a truly agile way of delivering customer service. Read more from Contact-Centres.com here.

  • ForgeRock Named a Leader in 2020 Gartner Magic Quadrant for Access Management

    November 23, 2020

      SAN FRANCISCO–(BUSINESS WIRE)– ForgeRock®, a leading digital identity provider, today announced it has been positioned by Gartner, Inc. as a Leader in the 2020 Gartner Magic Quadrant for Access Management*. ForgeRock was among 11 vendors evaluated in the report. Read more from StreetInsider.com here.

  • Calabrio Shares Future-Proofing Tips for Contact Centres

    November 20, 2020

      Customer expectations are only continuing to grow in this new, digital age. In the contact centre, the pandemic has ignited a new need for more meaningful experiences between brands and their customers. Companies need to work harder than ever to support clients when agents are working remotely, and face-to-face interactions are no longer possible. Read more from UC Today here.

  • Turn Customers Into Fans With Help From A CX Rockstar

    November 18, 2020

      The pandemic has changed how contact centres operate. Agents working from home and changes in customer expectations are just two of the challenges that organisations face.  Ed Creasey of Calabrio discusses how successful Contact Centre Managers can boost their skills to deliver exceptional customer experience (CX) in extraordinary times. Read more from Contact-Centres.com here.

  • How Can Customer Service Managers Boost Their Customer Experience Skills?

    November 18, 2020

      Ed Creasey of Calabrio discusses how successful customer service managers can boost their skills to deliver exceptional customer experience (CX) in extraordinary times. Read more from Call Centre Helper here.

  • Contact Centers Play an Important Role in Customer Loyalty

    November 12, 2020

      The COVID-19 pandemic has dramatically shifted daily routines…. Read more from Loyalty360 here.

  • Speech Analytics Market Expected to More Than Double in 5 Years

    November 10, 2020

      Research firm MarketsandMarkets valued the current global speech analytics market at $1.525 billion and projects it to reach $3.82 billion by 2025, growing at a compounded annual reate of 20.2 percent. In its latest research report, the firm notes that speech analytics is “a software tool that automates the overall process of delivering insights from customer interactions.”  Read more from Speech Technology here.

  • 7 ways to avoid remote work burnout in call centers

    November 9, 2020

      Agents interact with customers throughout the day, trying to resolve their issues while dealing with the challenges of limited outlets and tools in their home offices. Remote work burnout can mean both physical and mental exhaustion and can lead to a drop in job performance, which may put additional stress on the individual. Read more from SearchCustomerExperience here.

  • 5 Ways Chatbots Improve Employee Experience

    November 9, 2020

      Many companies use AI chatbots on their websites to give customers a way to instantly access information about products and services. More businesses are discovering that chatbots can be used to improve the employee experience, too. Read more from Reworked here.

  • 5 Ways Chatbots Improve Employee Experience

    November 9, 2020

      Many companies use AI chatbots on their websites to give customers a way to instantly access information about products and services. More businesses are discovering that chatbots can be used to improve the employee experience, too. Read more from CMS Wire here.

  • Calabrio Announces Analytics Competition and ONE Awards at Virtual Customer Event

    November 9, 2020

      This year, customer experience management solutions provider Calabrio held its annual user event, Customer Connect (C3 (NewsAlert)), as a virtual event. They will share $100,000 in prize money for their accomplishments to use in their contact centers. In addition, Calabrio donated a total of $10,000 to a group of charities chosen by the winners. Read more from TMCNet here.

  • Customers continue to have high expectations of contact centres

    November 6, 2020

      Heightened customer expectations are here to stay and are having a huge impact on technology in contact centres according to Calabrio Director of Pre-Sales International, Ed Creasey. Read more from ChannelEye here.