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 […]

In our last blog, we established what it means to be a Connected Enterprise and the benefits such connectedness brings. We then discovered how everyone gains, from employees to customers. We learned how the secret to success lies in promoting a Connected Enterprise ethos that enables everyone, regardless of department, function or job role, to […]

Measuring the return of investment for any application can be a tricky endeavor. It starts with an agreement on the organizational vision—what are you working to achieve? The touchpoints that you create along the customer journey can help clarify this vision – but then you’ll also need the data to back it up. When looking […]

The COVID-19 health crisis has accelerated digital transformation like never before. Contact centres too have reached an important turning point as organisations rely on them to nurture customer relationships and support an evolving work-from-home environment. Agility is the name of the game and has prompted a widespread move to the cloud. When Calabrio surveyed 273 [...]

Leadership has certainly had its challenges this past year—as face-to-face meetings have been replaced with virtual interactions and team camaraderie turned into sending emojis over chat. Albeit the hurdles, we’re proud to announce one of these leaders has been recognized by ICMI as a stand-out manager. David Flores from GreenPath Financial Wellness is named a […]

There’s something to be said for planning ahead. But no one was planning for a pandemic. Or were we?   On the surface, Calabrio and our customers were planning for a continued shift to a hybrid workforce, more agent autonomy and flexibility in scheduling. We were planning for a cloud-first infrastructure that would enable fast scalability, […]

Meeting rapidly changing customer expectations in the new world of remote work demands far higher levels of agility from organisations everywhere—and places an even greater focus on improving customer service.  As businesses prepare to take advantage of a revitalised global economy, the phrase ‘we are all in it together’ applies to everyone—not just the contact [...]