COVID-19 has been a worldwide catalyst for change particularly around the decade-long debate on remote or home-working. When Calabrio interviewed over 300 contact center professionals to gain a better understanding of the impacts of the pandemic on customer service organizations, the overall message was clear – there is no going back to business as usual. […]

Workforce managers need a better process to communicate with agents about events impacting their schedule. This could be everything from intraday events—such as working overtime or voluntary time off—to notifying employees about weather related events such as snowstorms that would impact their ability to safely come to work. With mobile use only increasing, managers and […]

Interaction (speech and text) analytics (IA) is a solution that sells well in both strong and weak economies. This is because IA generates measurable benefits that contribute to a company’s top and bottom line. When IA is applied consistently in contact centers, which are the primary buyers of these solutions, it improves the customer experience […]

Our recent Evolving World of Work report showed how customer expectations are only rising. Are you prepared to tackle the challenges of our new working world? Calabrio and James Dodkins want to help! He has now made his award-winning customer experience certification program available online — and you can apply now for a sponsorship! Hear […]

Update: Sharon Jones of National Debt Relief was named the winner! Stay tuned for a special profile of Sharon and her accomplishments. Original post on all the finalists below: It’s always wonderful to see our customers recognized as industry leaders. As companies are adjusting to the new way of working in 2020, the Society of […]

Legacy Teleopti WFM customers now have the ability to use Calabrio Advanced Reporting — and gain even greater insight into their contact center operations. The Unified Data Mart (UDM) with data library uses the Teleopti WFM data mart as its source. The adapter comes with a standard set of starter dashboard and reports to help […]

I was really excited about 2020. I planned for several speaking appearances, multiple business trips and new connections with customers, partners and leaders in our space. Lots of hand shaking, group pictures, happy hours and just connecting. You know — all of the things we aren’t allowed to do anymore! The pivot from in-person events […]

Serious, unusual circumstances like a pandemic tend to shine a spotlight on the call center insights that matter most. That’s because stressful times and uncertain economic conditions can bring out the worst in everyone: customers’ emotions might run high while their patience hits an all-time low, and agents might forget or forego some of their […]