• 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.

  • Here’s What B2B Marketers Really Want for Christmas

    December 22, 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.

  • Rocket Man

    December 16, 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.

  • K.K.R., With Deal for Cybersecurity Company, Extends Its Flurry of Activity

    December 6, 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.

  • Unlocking Customer Sentiment Through Speech Analytics

    November 28, 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 customer behavior. Speech analytics can help brands do both, but to uncover a customer’s true sentiment, a company must understand contextual versus functional words. Read more from Data Informed.

  • Calabrio: Digitally Transforming Contact Centers

    November 11, 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.

  • Genesys Purchases Interactive Intelligence, KKR Buys Calabrio

    October 28, 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.

  • 22 Simple Habits These Executives Point to for Their Success

    October 15, 2016

  • Calabrio ONE Cloud Suite Gives Contact Centers New Recording Options

    October 14, 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, and one of the newest refinements is seen in Calabrio’s new Calabrio ONE, a multi-tenant system geared toward the contact center. Read more from TMC Net here.

  • Calabrio Unveils Multi-Tenant Cloud Suite for Contact Centers

    October 13, 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.


  • Sales Scripts Are Dead: The Case for Abandoning Them at Your Contact Center

    October 12, 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 offer upsell opportunities. Read more here.

  • Calabrio Releases Cloud-based ONE Workforce Optimization Suite

    October 12, 2016

      Dedicated readers here at TMC (NewsAlert) should be familiar with the ins and outs of workforce optimization (WFO). The likes of on-premise and cloud-based personnel scheduling software that permeates this broad topic shows that there is much enterprise interest in WFO applications and a solid set of reasons for keeping such software alive and well. Read more from TMC Net here.

  • A Platform for the Modern Multichannel Contact Center

    October 11, 2016

      Enterprises are moving their contact centers to the cloud and there has been a surge of providers emerging to handle the influx. Read more from Website Magazine here.

  • A New Integrated Contact Center Suite from Calabrio

    October 11, 2016

      Calabrio, a Minneapolis-based software company, has released a new product called Calabrio One, that’ll help customers to store some part of their data on the cloud instead of saving it all on their on-premise systems. Besides storing, it also comes with advanced analytics to understand customers better. Read more from Cloud News Daily here.

  • How Data Analytics Can Help With Regulatory Compliance

    October 10, 2016

      Does data analytics have a place in the in-house legal department? At more and more companies, the answer is yes. Read more about companies could use data analytics to analyze their contact center from FindLaw here.

  • Calabrio rolls out cloud-based platform for customer data

    October 10, 2016

      Calabrio, a fast-growing Minneapolis software company, has made over its main product so that it can store data in a network “cloud” instead of using on-site systems. Read more from the Minneapolis Star Tribune here.

  • Three areas every business can apply analytics to in order to avoid regulatory trouble

    October 4, 2016

      With stringent regulations enforcing compliance, such as HIPAA or Sarbanes-Oxley, it’s imperative that companies maintain strict procedures to avoid facing potential fines or lawsuits, and risking consumer distrust. In this article Matt Matsui shares how anaytics technology can keep your business out of regulatory hot water. Read more. >

  • Calabrio & KKR Deal Sign of the Times in Contact Center Space

    September 9, 2016

      The modern contact center landscape is at an interesting point in time, where it appears consolidation is having its way. Shortly after hearing Genesys will be acquiring Interactive Intelligence (NewsAlert), the market heard news of KKR’s plans to purchase Calabrio, a firm that has earned recognition from Gartner, Frost & Sullivan and TMC (to name a few). Read more.

  • Calabrio & KKR Deal Sign of the Times in Contact Center Space

    September 9, 2016

      The modern contact center landscape is at an interesting point in time, where it appears consolidation is having its way. Shortly after hearing Genesys will be acquiring Interactive Intelligence (NewsAlert), the market heard news of KKR’s plans to purchase Calabrio, a firm that has earned recognition from Gartner, Frost & Sullivan and TMC (to name a few). Read more.

  • Q&A With Calabrio CEO Tom Goodmanson On The Acquisition By KKR

    September 2, 2016