Market-defining Gartner analyst Jim Davies has joined Calabrio after more than two decades helping companies integrate voice of the customer (VoC) insights into customer experience (CX) programs. His experience ranges from customer relationship management (CRM) to workforce engagement management (WEM), workforce optimization (WFO), and more, with connections spanning top contact center leaders across the globe. [...]

Contact centers have a great need for as many agents as the budget allows. How do you solve staffing issues by bringing in talented people without breaking your budget? The answer is clear: part-time agents. What are feasible ways to cultivate successful part-time agents? This is the problem that Dave Hoekstra, Product Evangelist at Calabrio, [...]

Two mistakes—and three tips—for contact center analytics success Across the last three years of our State of the Contact Center survey and report, surging adoption of analytics (along with AI and machine learning) has remained a consistent trend. Our 2020 report showed that analytics adoption quickly jumped up above 50%, and Forrester says the majority [...]

Consumers Want Human-Driven Experiences: Here Are 4 Ways to Deliver Using Analytics & AI The 2022 Calabrio State of the Contact Center survey left no doubt that consumers still prefer human-to-human interactions. Consumers ranked human-driven channels as most influential on their brand associations (phone, website, email and chat). They also told us they prioritize emotional [...]

Does contact center performance impact the profitability of an organization? In our “State of the Contact Center 2022” survey, contact center managers shouted, “Yes!” A whopping 88% of contact center managers around the world said their customer service has a direct impact on revenue and profitability. And let’s be clear: These managers aren’t biased. A [...]

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. For us, C3 is not only a time to share our vision for the future, but to hear the business challenges our customers are trying to solve and which best practices they are using to get the [...]

Presented in Collaboration with our Partner, Kathy Sobus, Sr. Director Customer Experience Strategy, ConvergeOne. Customer expectations have never been higher. Omnichannel communications pull contact center agents in more directions than ever. Life as a contact center agent right now is stressful, to say the least. Unfortunately, companies often overlook the plight of the contact center—the [...]

There is no business strategy without a cloud strategy. The adoption and interest in public cloud continues unabated as organizations pursue a ‘cloud first’ policy for onboarding new workloads.” —Milind Govekar, Chief of Research at Gartner One of the main benefits of cloud technology is that your application constantly improves. As a cloud customer, you [...]