AI-powered analysis of customer data collected across various communication channels—website, chat, text, social and the contact center—promises to deliver compelling insights that enrich human interactions. While 93 percent of marketers and customer experience leaders believe delivering a [...]

One of the main reasons I joined Calabrio nearly two years ago was because the leaders and I shared a vision for the immense benefits a cloud-based contact center strategy could bring to customers worldwide. Since then, we’ve realized that vision and remain committed to making it easier for [...]

Enterprise Connect, one of the biggest customer experience and contact center events of the year, is just around the corner. If you’re headed there next week, here are some important things to know. First off, stop by Calabrio’s booth (#733) to see our redesigned, reimagined customer experience [...]

What should you consider when evaluating new workforce management (WFM) software? Watch this video to learn five things in WFM that you may not realize make a big difference in managing your contact center.     Read the Transcript: Hi, I’m Kat Worman, Workforce Management expert here [...]

Superb contact center agents are unique in many ways. In other roles, desired skillsets often are distinct and distinguishable—you may want someone who’s assertive, not passive. Or collaborative, not autonomous. But when it comes to contact center agents, such distinction blurs, and opposable [...]

Despite all the technologies evolving to support new channels for connecting companies to their customers, the heart of the customer relationship hasn’t changed. Customers rely on a business to provide them with the products they want or need, and when they trust that a company truly cares [...]

Gary Chapman became a relationship guru with his 1995 book, “The Five Love Languages.” In it, the experienced marriage counselor outlines five ways to express and experience love, which he calls “love languages”: receiving gifts, quality time, words of affirmation, acts of service (devotion) [...]

This year’s CCW marks the 21st international conference and exhibition for innovative customer dialogue. We are thrilled to be participating in CCW 2019 at the Estrel Congress Center in Berlin next week, 19 – 21 February. Join our Senior Vice President and General Manager of Calabrio [...]

Radial needed a better analytics platform to deliver more usable insights to internal agents and clients. The Solution? Calabrio ONE. In this video, Radial employees, Nicole Price and Robin Gomez, discuss their WFO must haves and share how Calabrio has helped them break down data silos and [...]

When it comes to artificial intelligence (AI) in call centers, most people automatically think “chatbot.” But—while useful—chatbots alone can’t give organizations the insights they need to compete effectively and strategically. After all, chatbots can’t recognize indicators of customer [...]