• The Inbound Marketing Channel That Most Executives Are Missing

    April 7, 2016

      When marketing executives consider inbound marketing, they typically focus on pre-sales ways to attract customers, primarily using digital channels.

      Marketing departments spend time and money to attract potential customers to their websites by using content, social media, or other inbound tactics. The hope is to fill the sales funnel and to generate real-time engagement between brands and consumers.

      The ultimate goal is to build brand affinity and—eventually—loyalty. However, the post-purchase, or “loyalty” element, often falls by the wayside.

      Where can brands invest in loyalty, and even identify upsell opportunities, through constant customer monitoring and interaction? Read on.

  • March Madness…Events For Customer Contact, Service And Support Management In The Ohio Valley

    March 8, 2016

      CCNG International Inc. is pleased to announce its upcoming regional events in Ohio and Indiana scheduled for March and May. The first area regional event will be on March 31st in Columbus, OH with hosts Medical Mutual of Ohio and Erie Insurance. The May CCNG regional event will be in Indianapolis, IN hosted by Bluegreen Vacations on the 5th and will include a site tour of their Customer Care & Club Service contact center. Calabrio is included among the sponsors for these two regional events. Read more from this post.

  • Future Contact Center: The Customer Experience Backbone

    March 7, 2016

      The technology landscape is changing, and organizations are adapting how they do business. Businesses are looking to leverage technology to get the most out of each department, and the contact center is no exception. The contact center previously operated in a silo, but new advancements in cloud and analytics technology are improving the accessibility of collected data, which in turn is significantly elevating the role and value of the contact center. Read more from this article.

  • Face Time with Calabrio CEO Tom Goodmanson

    March 4, 2016

      Tom Goodmanson started his career as an accountant for growing tech companies. Now, he leads one: call-center software firm Calabrio Inc. Read more via a subscription.

  • 2016 Titans of Technology honorees announced

    March 4, 2016

      The Minneapolis/St. Paul Business Journal has picked the recipients of our 2016 Titans of Technology awards, recognizing the industry’s top professionals and advocates. Technology CEO honorees include Tom Goodmanson, CEO of Calabrio. […] Read more from this article.

  • Speech Analytics: Have You Ever Heard a Smile?

    February 29, 2016

      Speech analytics is making sure that the loudest sound on a call is a smile. “If you can’t measure it, you can’t manage it.” I am sure this isn’t the first time you’ve read those words. Read more from this article.

  • Downtown’s recent growth driven by less-than-household-name companies

    February 13, 2016
  • There’s Something About the Twin Cities that Attracts Workers

    January 12, 2016

      Tom Goodmanson grew up in the Twin Cities suburbs. Like many natives, he moved somewhere warmer soon after college. But he eventually found himself on another well-worn path: moving back to Minnesota later in life, when the key drivers for choosing place to live included not just economic opportunity but the quality of the local public schools and proximity to loved ones. […] Read more from this post.

  • Recipients of the 2016 CUSTOMER Product of the Year Award Announced

    January 11, 2016

      TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today the winners of the 2016 CUSTOMER  Product of the Year Award, presented by CUSTOMER magazine. Read more from this article.

  • Minnesota Tech Puts Customers at the Heart of Business

    December 21, 2015

      The Midwest is often championed for its heart and welcoming spirit. This sentiment also holds true for business. Minnesota may not have the same tech sector cachet as California, but it’s quickly rising in the ranks. Tech hotspots boast nicknames like “Silicon Prairie” in Kansas City or, “Silicon Lakes” for us in Minneapolis. […] Read more from this post.

  • Everyone is Accountable for Customer Engagement – including IT

    December 14, 2015

      The departments within a company don’t always speak the same language—try having a conversation with someone “across the aisle” and you’ll know what I mean. […] Read more from this post.

  • Crash Course In Coding Aims To Get Girls Into Computer Science

    December 8, 2015

      In Minneapolis, more than 60 girls from Visitation High School spent the morning at a software company to learn coding. Monday was “Hour of Code” day around the world, with the goal to expose more students to computer programming […] Read more from this post.

  • 16 Trends Reshaping the Enterprise Data Landscape in 2016

    December 3, 2015

      It is often said that the only constant is change. For data executives and professionals, the coming year will only bring a lot more of it. Developments as diverse as cloud, big data, real time, NoSQL, analytics, and the Internet of Things (IoT) will continue to reshape enterprise data operations and opportunities as we know them. […] Read more from this post.

  • Calabrio: Ensuring Consistency in Quality and Customer Experience

    November 16, 2015

      As with all technology, customers struggle to keep up with the pace of change. Businesses operate in a much more dynamic environment today and require solutions that allow them to be flexible and nimble, observes Tom Goodmanson, CEO Calabrio […] Read more from this post.

  • Exclusive Interview: Calabrio’s CEO Discusses The Future Of Analytics, WFO, And Why The Midwest Is A Hotbed Of Tech Talent

    November 4, 2015

      Customer Experience Report’s Loren Moss attended this year’s Calabrio’s Customer Connect 2015 conference in Calabrio’s headquarter city of Minneapolis, Minnesota. While there, he had the chance to sit down with Calabrio’s CEO and get a better understanding of Calabrio’s unique history […] Read more from this post.

  • 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.