Gartner says generative artificial intelligence (AI) is one of the top three technologies that will transform customer service and support by 2028. I couldn’t agree more. After all, AI enables contact centers to proactively manage agent performance, improve customer engagement, and gain deeper insights into the customer journey based on current and historical data. With [...]

Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact center will need more—not fewer—agents as revealed in the latest State of the Contact Center 2023: Activating the Agent of the Future. Leading research and consulting firm Gartner predicts that Conversational AI will reduce contact center labor costs by $80billion in [...]

A handy guide to perfecting your workforce scheduling with technology that enables agent flexibility and autonomy. At long last, employee engagement is top of the agenda as organizations the world over recognize the importance of agent wellbeing in meeting rising customer expectations. Incredibly, the majority (84%) of contact center managers now rank agent engagement scores [...]

As the world rapidly evolves, the contact center is no exception. In 2023, we find ourselves at the crossroads of two powerful forces: the rise of artificial intelligence (AI) and the continuation of hybrid and remote work environments. Calabrio's annual report, State of the Contact Center 2023: Activating the Agent of the Future, delves into [...]

It’s that time of year again: Customer Service Week! This year, Customer Service Week is being celebrated October 2-6, 2023, and there are lots of ways to celebrate this occasion—even on a budget! Take advantage of this time to amplify your customer experience by supporting your call center team. That’s why we decided to ask [...]

Calabrio’s annual user conference, Calabrio Customer Connect (C3), is a 3-day event filled with innovation, education, and networking that brings together Calabrio ONE users and contact center leaders from all over the nation, and even the world. This year, from October 22-25, we are thrilled to welcome Calabrio customers to our global headquarters city, Minneapolis, [...]

Managing the hand-over from bot to agent is like taking part in a relay race. However, just as in any relay the secret is not to drop the baton. Here are 3 winning strategies for a seamless customer experience that will take you over the finish line in a record-breaking way. The ability for customers [...]

AS CONSUMERS TIGHTEN THEIR BELTS AND ORGANIZATIONS UNDERGO DIGITAL AND WORKPLACE TRANSFORMATIONS, THERE HAS NEVER BEEN A BETTER TIME TO INVEST IN THE CONTACT CENTER. HERE ARE 5 BUDGET-FRIENDLY STRATEGIES TO HELP YOU ACHIEVE MORE AND REGRET LESS. The current cost-of-living crisis combined with the usual stresses of managing a hybrid workforce and higher customer expectations [...]