Modern contact centers use gaming science and psychology to increase agent productivity while reinforcing positive behaviors. This “gamification” incents and recognizes agents, motivating them to [...]
Superb contact center agents are unique in many ways. In other roles, desired skillsets often are distinct and distinguishable—you may want someone who’s assertive, not passive. Or collaborative, [...]
Calabrio is the customer experience intelligence company that empowers organizations to enrich human interactions. Through AI-driven analytics, Calabrio uncovers customer behavior and sentiment, and derives compelling insights from the contact center. Organizations choose Calabrio for its ability to understand customer needs and the overall experience it provides, from implementation to ongoing support.