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 […]
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 […]
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 […]
The world is data-driven. And the motto “numbers don’t lie” stems from the idea that data is the source of undeniable truth. Data driven metrics act as a catalyst; it reveals patterns, uncovers strengths and weaknesses, and prompts change. While companies acknowledge data as an important business tool, many fail to wholly utilize the information […]
Do you believe luck plays a significant part in your own career? What about the role luck plays in driving positive business results for your contact center? A recent simulation by two Italian physicists and an Italian economist attempted to quantify the role of luck and talent in successful careers. Their results—which correspond with studies based […]
In our first “Countdown to Enterprise Connect” blog, we discussed how social enterprise Orion Industries partners with Calabrio to further its mission of helping individuals overcome barriers to gainful employment. It’s a great use case and an amazing example of an innovative company using Contact Center as a Service (CCaaS) to do great work. Speaking […]
Enterprise Connect is one of Calabrio’s biggest events of the year. That’s why we’re so pleased to host in our Enterprise Connect 2018 booth in Florida next week a very special guest—Bill Holder, director of strategic partnerships at Orion Industries. Orion holds a special place in my heart because it’s a social enterprise whose […]