It may come as no surprise to you that contact center leaders still cite agent turnover as their No. 1 challenge.1 Despite concerted efforts by many organizations to deploy dedicated workforce management (WFM) initiatives to combat agent attrition, the 2016 U.S. Contact Center Decision Makers’ [...]

Now, more than ever, companies are competing on customer experience and the emotional connections they can make with consumers as they deliver it. Brands recognize the importance of delivering consistent customer experiences, however, customer interactions are still largely spread across [...]

At Calabrio, we are constantly inspired by how our customers are using the Calabrio ONE  platform to drive real business change. We watch rapidly growing companies scale to meet the needs of their expanding customer base. We see customers tap into the voice of the customer (VoC) and use the [...]

The ways in which customers communicate with businesses is changing. This year, digital channel interactions are expected to overtake voice interactions for the first time, indicating a shift in customer expectations. To optimize the customer experience utilizing the channels customers want to [...]

Calabrio Customer Connect (C3) begins tonight! We can’t wait to see you all there. Here is the last installment of our 2018 Speaker Spotlight series. Nicole Price, customer experience manager at Radial, a bpost company, will be presenting on leveraging Calabrio to drive First Contact [...]

With only a few days remaining until Calabrio Customer Connect (C3), we’re highlighting some of our customer presenters on the Calabrio blog in a Speaker Spotlight series. César Martínez, planning and strategy manager at BanReservas, will be sharing tried-and-true methods for getting everyone [...]

Calabrio Customer Connect (C3) 2018 is next week! We can’t wait to see you all there. Check out our latest in the 2018 Speaker Spotlight series. Raymon Bickell, workforce management planner at Consumer Cellular, will be sharing how his company takes a proactive approach to staffing, in addition [...]

With only a few days remaining until Calabrio Customer Connect (C3), we’re highlighting some of our customer presenters on the Calabrio blog in a Speaker Spotlight series. Daniel Acosta, call center applications analyst III, will be sharing how Houston Methodist created a positive partnership [...]

We are just a week out from Calabrio Customer Connect (C3), September 10-13 at the Gaylord Opryland Resort & Convention Center in Nashville. Check out the latest from the 2018 Speaker Spotlight series. Robin Gomez, data and analytics director at Radial, a bpost company, will be sharing use [...]

With only a few weeks remaining until Calabrio Customer Connect (C3) 2018, we’re highlighting some of our customer presenters on the Calabrio blog in a Speaker Spotlight series. Josie Trimnal, operations quality analyst at Grand Canyon University, will be sharing the results her organization [...]