AI-powered customer experience analytics data collected across various communication channels—website, chat, text, social, and the contact center—promises to deliver compelling insights that enrich human interactions. While 93 percent of marketers and customer experience leaders believe delivering a seamless, quality experience is important, only 45 percent think they’re very effective at it. That all changes with [...]

One of the main reasons I joined Calabrio nearly two years ago was because the leaders and I shared a vision for the immense benefits a cloud-based contact center strategy could bring to customers worldwide. Since then, we’ve realized that vision and remain committed to making it easier for customers to gain the cost and [...]

Measuring all-round performance should be a continual process. In Calabrio’s second blog on the subject of change, Patrik Vesterberg outlines a five-step methodology for defining metrics that add real business value. My first blog about change discussed how resistance to doing things differently is the arch nemesis of customer service. One aspect of adopting change [...]

Enterprise Connect, one of the biggest customer experience and contact center events of the year, is just around the corner. If you’re headed there next week, here are some important things to know. First off, stop by Calabrio’s booth (#733) to see our redesigned, reimagined customer experience intelligence platform, Calabrio ONE v11. Our new platform […]

What should you consider when evaluating new workforce management (WFM) software? Watch this video to learn five things in WFM that you may not realize make a big difference in managing your contact center.     Read the Transcript: Hi, I’m Kat Worman, Workforce Management expert here at Calabrio. Today we’re going to talk about […]

Superb contact center agents are unique in many ways. In other roles, desired skillsets often are distinct and distinguishable—you may want someone who’s assertive, not passive. Or collaborative, not autonomous. But when it comes to contact center agents, such distinction blurs, and opposable yet desirable traits begin to meld. That’s because agents face many different […]

Join Dave Hoekstra, WFM Evangelist, as he enters the realm of customer service integrations. If you’re interested to discover the integration potential between your existing platforms and a new WFM solution, Dave offers Calabrio’s four key considerations. In today’s digital world, there are so many options to deal with. We are constantly bombarded with choices [...]

Despite all the technologies evolving to support new channels for connecting companies to their customers, the heart of the customer relationship hasn’t changed. Customers rely on a business to provide them with the products they want or need, and when they trust that a company truly cares about them, they are more likely to be […]