As a contact center technology provider where Voice of the Employee (VoE) importance is ever increasing, employee engagement and satisfaction are core focuses for Calabrio’s product strategy and development efforts. This focus on the employee, however, permeates everything we at Calabrio do. [...]

It’s no secret that the customer experience (CX) is a priority for most companies. In fact, 72 percent of businesses say that improving customer experience is at the top of the list. To make the right CX improvements however, business leaders must successfully identify customer pain points and [...]

According to Forrester, successful voice-of-the-customer programs should support a cycle of four activities: listen to customer feedback, interpret the resulting data, react to improve the experience, and monitor results. In today’s era of big data, having access to data and effectively [...]

As we help our customers prepare for the fast-approaching General Data Protection Regulation (GDPR) compliance deadline, several common questions keep popping up.  You may wonder about some of the same things—here’s what they are. 1. Can my company transfer customer contact data outside of the [...]

As a contact center leader, your customers love working with you. Your agents love working for you. Your peers love working alongside you. Under your guidance, your team consistently achieves top performance scores and high customer satisfaction ratings. You seem able to accomplish whichever [...]

Google the term “intelligent contact center,” and you’ll see it’s been used for years, but its definition constantly evolves and usually is widely disputed. To muddy the waters even further, contact center vendors each have their own spin on the term, typically aligning it with whichever [...]

Anyone who’s ever had an infuriatingly long call with a company over a big bill probably doesn’t exactly have a warm and fuzzy feeling about that brand. But in a world where consumers can buy enough groceries to feed a family of four at the click of a button, demands are becoming increasingly [...]

Calabrio headquarters are based in Minnesota and its Center of Excellence for Analytics based in Vancouver Canada. You can’t live in either place and NOT know hockey playoffs are happening right now. It’s practically sacred. So it seemed appropriate when developing this week’s live webinar to [...]

Did you know today, April 19, 2018, is this quarter’s “Get to Know Your Customer Day?” I didn’t, but now that I do, it gives me a great reason to quiz you on how well you know your customers. As you well know, contact center data captured during your agents’ interactions with customers can give [...]

In a late 2017 study by Meditation at Work, the top three sources of overall workplace stress were identified as:1 Workload — 36 percent People issues — 31 percent Work-life balance — 20 percent Not surprisingly, these findings—particularly the identification of  “workload” as the top workplace [...]