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Calabrio Acquires Teleopti: A Shared Mission to Humanize the Workplace

The customer experience trend in recent years has reinvigorated the importance of human connection and elevated the contact center to a new level of importance. Contact center agents are the frontline of communication between the organization and its customers and can easily make or break a customer relationship. Modern contact centers must be able to […]

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I Know How You Feel! Sentiment Analysis in the Contact Center

This is a guest post from Paul Stockford The advent of speech analytics in the contact center more than a decade ago opened a whole new world of operational insights in terms of really understanding what customers were saying. Well-trained analysts and data scientists were able to turn key words and phrases into usable customer […]

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Calabrio Named the Only May 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management (WEM)

At Calabrio we take a customer-first approach in everything we do. From our corporate culture to our business practices, it’s always our goal to make our nearly 5,000 global customers feel like one-in-a-million. Today, our customers have made us feel like one-in-a-million. The Calabrio team is excited to announce we have been recognized as the […]

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What Does It Take to Become a WFM Superstar? Ask Paychex’s Caryn Yurkstas

We at Calabrio know firsthand how innovative and forward-thinking our customers are. But it’s even more special when leading authorities in the workforce management (WFM) space know it, too. That’s exactly how we felt when we learned Calabrio customer Caryn Yurkstas of Paychex was named a “2019 WFM Professional of the Year” finalist by the […]

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9 Ways Call Center Data Can Improve Customer Engagement

There’s no way around it: technology will continue to enhance the business landscape and companies will need to innovate in order the stay ahead of the competition. As artificial intelligence (AI) and other technologies become more common, customers are conscious of the shift, making it more important than ever for contact centers to quickly adapt […]

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3 Reasons to Attend the Amazon Connect Bootcamp in Amsterdam

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 […]

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Get the Latest Insights to Shape CX at the Gartner Customer Experience & Technologies Summit 2019

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 […]

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Discover the Missing Puzzle Piece in your Contact Center at ICMI

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 […]

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