Calabrio In the News

Empower Frontline Staff with QM Tools

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.

June 15, 2015

Businesses are from Mars, Contact Centers are from Venus

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 […]

May 19, 2015

The 2015 CRM Service Leaders: Workforce Optimization

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.

March 20, 2015

Effectively Leverage Collaborative Game Play for Real-World Results

“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.

February 12, 2015

Speech Analytics Goes Back to the Future

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 […]

August 4, 2014

Reaping the Benefits of Unified Communications

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.  

July 8, 2014

Are You Listening–Really Listening–to Your Customers?

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: […]

July 7, 2014

Small Business: Calabrio is dialing up call center growth

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 […]

July 6, 2014

Looking Back on Enterprise Connect 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 […]

April 16, 2014

Speech Analytics Keeps Green Mountain Coffee Grinding

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.

March 4, 2014

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

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 […]

December 18, 2013

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

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 […]

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

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 […]

December 12, 2013

Companies Grapple With Big Data Challenges

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. […] […]

November 12, 2013

Multichannel Strategy Drives Customer, Employee Experience to New Heights

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.

October 23, 2013

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

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

September 11, 2013

Calabrio Talks WFO, Analytics and More at ITEXPO Las Vegas 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

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 […]

Finding Your Voice in the Data Stream

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.

June 11, 2013

Back to Basics: Stop, Look & Listen

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.