Brands in 2021 compete on experiences, how well we deliver on our brand promise to customers. As a marketer, I wholeheartedly believe the companies that win understand their buyers best, enabling them to adapt that customer experience accordingly. That’s why I was thrilled to partner with Calabrio on a recent live webinar along with Mary […]

Rogue thinking is all about how businesses and executive leaders can challenge the status quo—rationally. It’s about thinking outside of the box while not making any reckless, uneducated decisions. It involves changing your mindset. For example, while traditional thinkers might be more profit-focused, rogue thinkers are customer-focused. Rogue thinking in the business world involves breaking […]

We’ve certainly learned much about customer and employee expectations in APAC during the past year. Massive shifts to remote work, combined with greater preferences for instantaneous response, have led APAC contact centres to accelerate their digital transformations. The process was arguably already happening—the pandemic just boosted it. I had been involved in a lot of […]

In Calabrio’s recent blog “Harnessing CCaaS and CRM solutions: what’s the missing link?”, we discovered how data is the beating heart of a synchronized agent and user experience, empowering frontline staff to deliver better customer experiences.  We then explored the importance of capturing all kinds of information from inside and outside the contact center – […]

Customer feedback is the lifeblood of our product suite, and we always look for ways to improve their experiences. Customers can guide our development processes – through the Calabrio Product Ideas portal. Here’s how it works: Customers submit their product idea to the community, and other users vote, comment, question, and add to the idea. […]

If the past 18 months has taught us anything, it is that almost everything can change in a matter of days, let alone 365. So, I am ecstatic to say that something that has not changed is Calabrio’s dedication to creating an employee-centric workplace. And I’m very proud that the Star Tribune has named Calabrio […]

There’s no denying the contact center has emerged as the company hub that best captures and understands true voice of the customer (VoC) insights. After all, that’s where customers direct their real-time product and service questions, concerns and reactions. That’s why even decisions made outside of the contact center tend to manifest directly from the […]

In our first two blogs in this series, we set out to define what it really means to be a Connected Enterprise, identifying the top three characteristics that all connected organizations share. We discovered how Connected Enterprises enjoy far higher levels of workforce and customer engagement than their peers. At the same time, they share […]