At Calabrio, we are constantly inspired by how our customers are using the Calabrio ONE platform to drive real business change. We watch rapidly growing companies scale to meet the needs of their expanding customer base. We see customers tap into the voice of the customer (VoC) and use the data coming into the contact […]

The ways in which customers communicate with businesses is changing. This year, digital channel interactions are expected to overtake voice interactions for the first time, indicating a shift in customer expectations. To optimize the customer experience utilizing the channels customers want to use, companies must have digital self-service options. However, digital self-service goes far deeper […]

Calabrio Customer Connect (C3) begins tonight! We can’t wait to see you all there. Here is the last installment of our 2018 Speaker Spotlight series. Nicole Price, customer experience manager at Radial, a bpost company, will be presenting on leveraging Calabrio to drive First Contact Resolution, and separately on how to break down data silos […]

With only a few days remaining until Calabrio Customer Connect (C3), we’re highlighting some of our customer presenters on the Calabrio blog in a Speaker Spotlight series. César Martínez, planning and strategy manager at BanReservas, will be sharing tried-and-true methods for getting everyone on board when implementing a new WFO tool or replacing an existing […]

When operations wants one thing and agents want another the atmosphere can become tense.  Karim Chabane at Calabrio reveals how to work as a team and outlines several Workforce Management (WFM) practices to bring a meeting of minds in contact centers. The term ‘contact center’ can still conjure up the vision of a massive open-plan [...]

Calabrio Customer Connect (C3) 2018 is next week! We can’t wait to see you all there. Check out our latest in the 2018 Speaker Spotlight series. Raymon Bickell, workforce management planner at Consumer Cellular, will be sharing how his company takes a proactive approach to staffing, in addition to his best practices for building a […]

With only a few days remaining until Calabrio Customer Connect (C3), we’re highlighting some of our customer presenters on the Calabrio blog in a Speaker Spotlight series. Daniel Acosta, call center applications analyst III, will be sharing how Houston Methodist created a positive partnership between their IT and operations departments in order to ensure the […]

We are just a week out from Calabrio Customer Connect (C3), September 10-13 at the Gaylord Opryland Resort & Convention Center in Nashville. Check out the latest from the 2018 Speaker Spotlight series. Robin Gomez, data and analytics director at Radial, a bpost company, will be sharing use cases for metadata integration, the insights his […]