Archives

The ways in which customers communicate with businesses is changing. This year, digital channel interactions are expected to overtake voice interactions for the first time, indicating a shift in [...]

It’s no secret that companies are implementing new technologies to streamline processes and operate more efficiently. Now more than ever, customers are interacting with artificial intelligence [...]

The world is data-driven. And the motto “numbers don’t lie” stems from the idea that data is the source of undeniable truth. Data driven metrics act as a catalyst; it reveals patterns, uncovers [...]

Every day, customers depend on the companies they trust to provide the products and services they need. But that trust isn’t built on product alone—it is developed (or destroyed) based on how [...]

Companies that struggle to provide exceptional customer experiences may be overlooking an important group and its place in delivering on the brand promise: contact center agents. We spend a lot [...]

In today’s competitive landscape, brands are recognizing that creating a first-rate customer experience is a significant differentiator and the key to establishing customer loyalty. At [...]

Today’s best brands provide the ultimate customer experience. They take advantage of contact center data in order to better understand customers, all while ensuring that agents feel supported and [...]

A company isn’t just about a product or service; it’s about the people. Every day at Calabrio, we tell our customers that cultivating a team of engaged contact center agents will create a better [...]

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. Consumers have high expectations for a great [...]

In the last few years, we’ve seen companies—old and new, large and small— across every major industry fundamentally shifting the way they do business to be laser-focused on the customer. They [...]