Customer experience may be all about customers, but it’s backed up by numbers. Tracking experience metrics helps companies better understand customers and their needs, as well as the progress and ROI of their initiatives. Although there are numerous options for metrics, these five customer experience metrics are the most important to track: 5 CUSTOMER EXPERIENCE [...]

It came as no surprise to me when the Minneapolis / St. Paul Business Journal selected Calabrio’s very own Jenny Kray as a 2019 honoree for its prestigious “CFO of the Year” award. The only thing that bewildered me was why it took so long! That’s because—in only two years—Jenny has been a driving force behind [...]

Don’t let technology come between you and exceptional customer service. That’s the message from Rebecca Philp, Product Manager at Calabrio, as industry statistics reveal four in every five contact centers are frustrated by technology. Here are 5 ways to buck the trend using a winning formula based on WFM. According to recent research, 79.3% of [...]

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Calabrio says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences. Customer Experience (CX) is still the number one measure of strategic [...]

We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers. That’s why one of the great highlights [...]

Calabrio Customer Connect (C3) starts today, and we couldn’t be more excited. Nearly 50 customers, including Avant, Pacific Life and Rackspace, are sharing their Calabrio ONE successes and strategies, making this one of the most well-attended and informative C3 events ever. And that’s just the beginning. Calabrio President and CEO Tom Goodmanson, along with the […]

We’re all about our customers, and we judge ourselves by our ability to add tangible business value to their contact centers around the world, from easily managing soaring inbound volumes across multiple communication channels to leveraging new levels of customer experience intelligence to drive deeper engagement with customers. That’s why one of the great highlights […]

As companies embrace digital possibilities to empower their workforce and re-define the customer experience, Magnus Geverts takes a closer look at what’s next for WFM.  Here, he explores how self-scheduling technology is raising the bar for employee autonomy, ushering in a new era of contact center freedom For many years, contact center leaders have viewed [...]