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 EMEA, Kris McKenzie, for his session, “Millennials in the Workplace: […]

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 drive more positive, more supportive conversations with customers […]

Customer experience is today’s number one USP and it’s revolutionizing the way we do business. While the contact center remains the catalyst for service excellence, every single department must play its part. Rob Clarke at Calabrio sheds light on a few golden rules for corporate-wide customer service. When research and analyst company Econsultancy conducted a [...]

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 dissatisfaction in time to rectify a situation and retain the customer. And they most certainly can’t discern […]

According to Patrik Vesterberg at Calabrio, tried and tested isn’t always best.  Here, he explains why change is good and outlines a flexible philosophy to kickstart the transformation of your customer interactions. Change comes in many forms, new people, new ways of doing things and new technology, in fact, anything that threatens the status quo, [...]

As we reflect on the past year, it’s clear that employee engagement and customer experience reigned supreme. With customer expectations on the rise, companies scrambled to develop customer journeys that stood apart from the competition. We also discovered the importance of human nature in customer loyalty, with 74 percent of customers stating they are more loyal […]

There are few things in life that grab the attention of IT leaders, and it’s been my experience that there are two rising stars in the world of “What application is best?” for Quality Management of all user interaction and Service Desk interaction to log issues, track progress, and manage incident resolution. Service Desk analysts/managers […]

According to Magnus Geverts at Calabrio, exceptional customer experience goes beyond connecting the dots between different channels.  It’s all about understanding and anticipating a customer’s every need.  Here are five steps to building a contextual customer service. Retail eCommerce continues to flourish and growing consumer confidence in mobile technology is fuelling mobile commerce.  According to [...]