We have all seen our fair share of challenges this year. Everyone is adapting to a new normal, and that means contact centers must deal with increased demands for flexibility and agility. From the C-Suite, to the workforce management specialist, to the contact center director — each member of the service team needs support to […]

Any growth as a business in 2020 is a feat of its own, but rapid revenue growth is cause for celebration in a time when “right” can change at any moment. From a customer perspective, flexibility is essential, but businesses also need a collective understanding among employees and leaders of what tools are needed to […]

Doug Mancinelli, Strategic Consultant at Calabrio, walks through the COVID-related dashboards and terms within the Analytics suite. Watch the full webinar here. With more governments and public sector organizations tracking the spread of COVID-19, the need for accurate contact tracing is essential. The core of analytics is trying to understand all the interactions that agents […]

Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. So for the second year in a row, we recognized at our C3 online event—and awarded with […]

The following post is a guest contribution summary from Kimberley Drobny of Waterfield Technologies. You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. Let’s face it, the workplace will forever look different. Companies that would have never allowed employees to work from […]

Last week, we announced two Calabrio customers were named finalists in the Society of Workforce Planning Professionals’s (SWPP) “2020 Workforce Management Professional of the Year Award” program. And one of them—Sharon Jones of National Debt Relief (NDR)—WON!! According to Sharon, “I’ve had the opportunity to review the resumes and write-ups of my fellow nominees, and […]

Calabrio is a company that has thrived through strategic partnerships. Whether long-term partnerships like Cisco or Avaya, or newer collaborations with Amazon Connect, Twilio or UJET, we deliver value to customers by making the connection between their on-prem or cloud contact center to our leading workforce engagement management platform. We see our services through the […]

COVID-19 has been a worldwide catalyst for change particularly around the decade-long debate on remote or home-working. When Calabrio interviewed over 300 contact center professionals to gain a better understanding of the impacts of the pandemic on customer service organizations, the overall message was clear - there is no going back to business as usual. [...]