Here at Calabrio, we’ve seen a huge rise in demand for cloud-based contact centre solutions over the last five years. More and more, businesses are enticed to the cloud by the scalability to accommodate both seasonal changes and organic growth as well as access to new, more robust technology such as customer interaction analytics. In […]

Since joining Calabrio seven years ago, I’ve seen the landscape of the contact centre space change dramatically. As consumers have become more informed and competition amongst companies fiercer, customer experience (CX) has emerged as a key point of competitive differentiation and the contact centre as an essential part of the experience. However, as we found […]

Learn how to be a smooth operator using automated Workforce Management technology. Nick Brook at Calabrio shares 7 golden rules for releasing the benefits of Real-Time Adherence for smarter scheduling. Life is tough for workforce management (WFM) teams. Employees call in sick or run late to their shift, the latest promotional marketing campaign is so [...]

We’ll be navigating the tides of transformation at ICMI Contact Center Expo from May 13–16 at The Diplomat Resort in sunny Ft. Lauderdale, FL. We hope to see you there! The ICMI Contact Center Expo is a great conference to submerge yourself in meaningful content; learn how to take back to your workforce, listen to […]

From experience Calabrio believes successful companies start with inspired people and here, Olle Dűring outlines 7 winning strategies to make your organization a great place to work. At Calabrio we agree with the saying “to win in the marketplace, you must first win in the workplace ”. This is especially relevant as employees often spend [...]

It’s a fact: analyzing content-rich, customer-focused call center data can reveal valuable insights. Yet even the smartest and most progressive call center leaders struggle to launch new—or advance existing—call center analytics initiatives. But why? In my work with Calabrio customers, I see the same five factors surface time and again as the primary stumbling blocks […]

  I have been extremely fortunate to be a part of Calabrio for a very long time—and have witnessed how our approach to helping customers has evolved. When I began my career, the organization looked very different than it does today. My colleagues and I were technical trainers who help our clients get the most […]

The advent of “customer experience is king” is changing the landscape for organisations across industries, presenting new challenges and highlighting pain points many contact centers have been trying to address for years. This includes first contact resolution, being easy to do business with, reducing agent attrition and eliminating mundane and repetitive tasks. Ultimately, the goal [...]