Customer expectations are high at every stage of the customer lifecycle. In order to stay competitive in today’s crowded market, companies must not only meet those expectations, they must exceed them. Brands must pay close attention to what customers are telling them, both verbally and through their actions, and use that data to inform their […]

The contact center is evolving. Focus on the customer experience has become increasingly critical to retention strategies and top-line growth, and brands are beginning to embrace the role of contact centers as hubs of customer engagement that will ultimately drive customer experience success. To meet ever-increasing customer expectations, contact centers are expanding their attention from […]

This time of year, many of us are working to evaluate and solidify our goals for the coming year. At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. From creating improved customer experiences to […]

Connor Bourke, CEO of Optima WFM, a leading provider of managed WFM services that offers a combination of cutting-edge cloud-based technology solutions and highly experienced management, discusses the benefits and growth of the managed services model. What complex and difficult challenges can we in the contact center industry expect to face as a result of [...]

For contact centers, 2016 was the year of the cloud. It was the year when the cloud-based contact center infrastructure market hit its stride on a worldwide basis. Acceptance and adoption of these solutions continue to pick up momentum in North America, Europe and Asia, particularly in Australia and The Philippines. Cloud-based contact center solutions […]

"Big brother" in George Orwell's novel, Nineteen Eighty-Four, still comes to mind to some as soon as they hear the words, "workforce management" (WFM). True, one can't deny that WFM isn't a control mechanism of sorts but control isn't necessarily evil. The control that automated WFM provides is actually like a radar system in an [...]

In the past, the contact center has been viewed as a cost center that was simply focused on resolving customer problems. However, with features like analytics, many brands have discovered that the contact center is actually on the front lines of managing and cultivating customer relationships. In fact, customers will seek out brands that have […]

There are many compelling reasons to put contact center solutions, including workforce optimization (WFO) applications, in the cloud. Some of the top ones are: It allows companies to get the system up and running and delivering information and benefits much more quickly. It comes with highly experienced resources who are fully trained in using the […]