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Five takeaways from C3 EMEA

Last week we brought our customers and partners together in London for our first annual Calabrio Customer Connect EMEA. The momentous event was an opportunity to understand the challenges facing our customers, as well as gather feedback and answer questions about how customers can best leverage Calabrio ONE to drive superior customer experiences and catalyse […]

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The Customer-First Experience: Are Brands Really Prepared to Deliver?

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and […]

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Will Bots Replace Humans in Contact Centers?

In today’s marketplace, we often expect our innovations to come from the technology sector. This means, when Facebook and Microsoft take a step to introduce artificial intelligence (AI) into human-reliant businesses—including contact centers—those of us in the industry can’t help but pay attention. The artificial intelligence tools in question, commonly referred to as chat bots, […]

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Considering a Cloud Contact Center? 4 Points to Start the Discussion

As the popularity of cloud computing increases, companies left on the outside are faced with a dilemma. Do you follow suit and join the pack or do you maintain your existing IT structure? It’s a decision not to be taken lightly and one that many companies make with inaccurate or incorrect information. If you are […]

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Engaged Agents Equal Engaged Customers: Calabrio and Serenova Team Up to Bring WFO to CCaaS

The emergence of contact center-as-a-service (CCaaS) platforms is changing the very core of how contact centers operate. These robust, cloud-based solutions are easily deployed, scalable, and cost-effective, allowing brands to quickly modernize their contact centers without the heavy overhead of legacy solutions. Now, the contact center is available anywhere, and at any time in order […]

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Calabrio Women in Technology Hosts Twin Cities BDPA High School Technology Students

With a growing job market for technology employees and not enough qualified applicants, it is becoming more important than ever to expose students to computer science early on. Calabrio’s Women in Tech group is dedicated to helping diverse students uncover the exciting opportunities in tech and encouraging skills—such as coding—that build a foundation for success […]

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CMO, meet your new best friend: The contact center

Today’s chief marketing officers (CMO) are familiar with outbound and inbound marketing tactics—they promote their wares at trade shows and advertise with multiple media outlets, and generate inbound leads via content marketing and social media. They understand that outbound and inbound marketing is a balance, and organizations benefit from the customer interaction each provides. Contact […]

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4 Ways to Keep Your Contact Center Agents Engaged

To the outside observer, advancements in modern technology have diminished the importance of contact agents. The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. Those who work in the contact center understand a very different truth: engaged, experienced […]

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