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Activating the Agent of the Future in an AI-Powered Contact Center

As the world rapidly evolves, the contact center is no exception. In 2023, we find ourselves at the crossroads of two powerful forces: the rise of artificial intelligence (AI) and the continuation of hybrid and remote work environments. Calabrio's annual report, State of the Contact Center 2023: Activating the Agent of the Future, delves into [...]
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Ideas for Celebrating Customer Service Week in Your Call Center

It’s that time of year again: Customer Service Week! This year, Customer Service Week is being celebrated October 2-6, 2023, and there are lots of ways to celebrate this occasion—even on a budget! Take advantage of this time to amplify your customer experience by supporting your call center team. That’s why we decided to ask [...]
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Why Calabrio Customer Connect, From a C3 Attendee

Calabrio’s annual user conference, Calabrio Customer Connect (C3), is a 3-day event filled with innovation, education, and networking that brings together Calabrio ONE users and contact center leaders from all over the nation, and even the world. This year, from October 22-25, we are thrilled to welcome Calabrio customers to our global headquarters city, Minneapolis, [...]
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Don’t Drop the Omni-Channel Baton and Win the CX Relay Race

Managing the hand-over from bot to agent is like taking part in a relay race. However, just as in any relay the secret is not to drop the baton. Here are 3 winning strategies for a seamless customer experience that will take you over the finish line in a record-breaking way. The ability for customers [...]
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Smart Ways Contact Centers Can Achieve More and Regret Less

AS CONSUMERS TIGHTEN THEIR BELTS AND ORGANIZATIONS UNDERGO DIGITAL AND WORKPLACE TRANSFORMATIONS, THERE HAS NEVER BEEN A BETTER TIME TO INVEST IN THE CONTACT CENTER. HERE ARE 5 BUDGET-FRIENDLY STRATEGIES TO HELP YOU ACHIEVE MORE AND REGRET LESS. The current cost-of-living crisis combined with the usual stresses of managing a hybrid workforce and higher customer expectations [...]
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Enjoy a Slice of Customer Data Analytics Pie

Today, it’s March 14—commonly known as International Pi (π) Day. Pi is an amazing mathematical constant because it articulates the unique ratio between the circumference of a circle and its diameter. Supercomputers have calculated it to over 60 trillion decimal places but most of us struggle to get beyond 3.14. Fun fact, world record holder [...]
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What Elephants and Customer Experiences Have in Common

Elephants have the largest brain of all land mammals and the ratio of their brains to their overall body mass is not far behind that of humans. So, why am I mentioning this seemingly random observation? Well, it’s important because humans are very much like elephants: they have amazing memories. This means they rarely forget [...]
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Q&A with Calabrio’s New Chief Executive Officer, Kevin Jones

New Calabrio CEO, Kevin Jones, has joined Calabrio bringing with him over 30 years of experience in the technology industry and a proven track record for driving business transformation. With his first week officially in the books, Kevin joins Calabrio’s Chief Human Resource officer, Kristen Gaarder, to share insight into his personal leadership style and [...]
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