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Twin Cities Business Journal 2019 Chief Financial Officer (CFO) of the Year—Calabrio’s Jenny Kray

It came as no surprise to me when the Twin Cities Business Journal selected Calabrio’s very own Jenny Kray as a 2019 honoree for its prestigious “CFO of the Year” award. The only thing that bewildered me was why it took so long! That’s because—in only two years—Jenny has been a driving force behind several […]

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Are You Measuring These Critical Customer Experience Metrics?

Customer experience may be all about customers, but it’s backed up by numbers. Tracking experience metrics helps companies better understand customers and their needs, as well as the progress and ROI of their initiatives. Although there are numerous options for metrics, these five customer experience metrics are the most important to track: 5 Customer Experience […]

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Celebrating the Successes and Achievements of Calabrio Customers

We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers. That’s why one of the great highlights […]

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Nearly 50 Customers Share Successes and Strategies at the Calabrio Customer Connect Conference

Calabrio Customer Connect (C3) starts today, and we couldn’t be more excited. Nearly 50 customers, including Avant, Pacific Life and Rackspace, are sharing their Calabrio ONE successes and strategies, making this one of the most well-attended and informative C3 events ever. And that’s just the beginning. Calabrio President and CEO Tom Goodmanson, along with the […]

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Introducing Self-Scheduling for Frontline Employees

As companies embrace digital possibilities to empower their workforce and re-define the customer experience, VP of Product Marketing and Management, Magnus Geverts, takes a closer look at what’s next for WFM. Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact center freedom. For many […]

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5 Keys to Effective Performance Management

Calabrio ONE enables an intelligent, analytics-fueled approach to enterprise performance management allowing you to deliver outstanding customer experiences that drive business growth. How? By focusing on the five keys to effective performance management. Watch this video from the Calabrio Innovation Center to learn more.   Read the Transcript We know organizations care about having an […]

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Call Center Quality Monitoring: 3 Ways Analytics Improves Performance

As a contact center professional, you know the critical value that exceptional customer experiences powered by call center quality monitoring deliver to your company’s brand and bottom line. Case in Point: From 2012 to 2017, the top 10 brands surveyed in KPMG Nunwood’s annual Customer Experience Excellence study achieved 10 times the revenue growth of […]

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9 Ways Call Center Data Can Improve Customer Engagement

There’s no way around it: technology will continue to enhance the business landscape and companies will need to innovate in order the stay ahead of the competition. As artificial intelligence (AI) and other technologies become more common, customers are conscious of the shift, making it more important than ever for contact centers to quickly adapt […]

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