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How to Score a Contact Center Intelligence Hat Trick

Calabrio headquarters are based in Minnesota and its Center of Excellence for Analytics based in Vancouver Canada. You can’t live in either place and NOT know hockey playoffs are happening right now. It’s practically sacred. So it seemed appropriate when developing this week’s live webinar to weave in some sort of hockey theme. It also […]

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Contact Center Leaders: 16 Telling Questions that Reveal How Well You Really Know Your Customers

Did you know today, April 19, 2018, is this quarter’s “Get to Know Your Customer Day?” I didn’t, but now that I do, it gives me a great reason to quiz you on how well you know your customers. As you well know, contact center data captured during your agents’ interactions with customers can give […]

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Top Workload Stressors for Call Center Agents

In a late 2017 study by Meditation at Work, the top three sources of overall workplace stress were identified as:1 Workload — 36 percent People issues — 31 percent Work-life balance — 20 percent Not surprisingly, these findings—particularly the identification of  “workload” as the top workplace stressor—correlate with what we at Calabrio discovered with our […]

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Introducing Gen Z – “Millennials on Steroids”

Understanding the Snapchat, Smartphone generation is essential for building highly effective contact center teams according to Daniel Mayer at Calabrio The worldwide director of J Walter Thompson’s Innovation Group, Lucie Greene, famously referred to Gen Z or Gen Zers as “millennials on steroids” . Born in the late 1990s to the 2010s, this Snapchat, Smartphone [...]
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Don’t be Fooled by Contact Center Data—Use Data Management and Analytics Instead

With the emergence of multi-channel communication in today’s contact centers comes an inherent challenge: accessing and understanding all the data created by those various channels. Having a plan on what to do with the data and with whom to share the information is just as important as access to the data. After all, how else will […]

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What the GDPR Means for Your Contact Centre

It is important to realise that if your organisation operates outside of the European Union (EU) and you have just one EU contact within your contact centre database, you need to understand and comply with the looming General Data Protection Regulation (GDPR). Your time to prepare is running out—the new regulation goes into effect on […]

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5 Tips for Effectively Presenting Customer Information Data Across Your Organization

As advances in technology have empowered customers and increased their expectations, both the cost of losing a customer and the value of retaining one have grown. The need for accurate, ongoing insights into customer preferences and behavior is greater than ever. The traditional way businesses have tried to learn what their customers think was to […]

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Calabrio Delivers Highly Accurate Sentiment Analysis to Capture and Interpret Customer Insights

In the intense race to drive customer loyalty, companies are more focused than ever on the customer experience (CX). In fact, 72 percent of businesses say that improving customer experience is at the top of the list to grow business. It’s clear that customers are driving brands to transform, and many organizations are turning to […]

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