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 […]

As communication channels multiply and the potential of chatbot-driven service grows, Monika Götzmann, guest blogger for Calabrio and EMEA Marketing Director of Miller Heiman Group, highlights what needs to be considered before taking a grip on this opportunity. Chatbots have emerged as one of the biggest customer service technology breakthroughs of recent times. Indeed, the [...]

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 […]

It’s time for your contact center team to work smarter—not harder—and Calabrio can help. Here are three must-have workforce management (WFM) scheduling tools to help you easily balance your agents’ work-life balance desires with your organization’s work rules and staffing needs. Give agents the flexibility and freedom they crave by offering alternative methods to contact center […]

It was Oliver Wendell Holmes, Sr. who said, “A moment’s insight is sometimes worth a life’s experience.” Nowhere is this truer than in today’s contact center. Contact centers that capture and analyze customer data from multiple channels are rewarded with a clearer view of customer needs, and the ability to provide differentiated customer service experiences […]

Voice is no longer the endangered species many would have us believe. It all comes down to adaptability and flexible workforce management (WFM). Voice may no longer be at the top of everyone’s technology wish list but the old beast still has plenty of life left. Just listen to the experts: research indicates that inbound [...]