It’s a fact: analyzing content-rich, customer-focused call center data can reveal valuable insights. Yet even the smartest and most progressive call center leaders struggle to launch new—or advance existing—call center analytics initiatives. But why? In my work with Calabrio customers, I see the same five factors surface time and again as the primary stumbling blocks […]

  I have been extremely fortunate to be a part of Calabrio for a very long time—and have witnessed how our approach to helping customers has evolved. When I began my career, the organization looked very different than it does today. My colleagues and I were technical trainers who help our clients get the most […]

Moving to a cloud call center can prove particularly valuable with virtually limitless resources; fast, cost-effective scalability to accommodate seasonal changes and sustained growth; and access to new or more robust technology such as customer interaction analytics. Yet, despite the many benefits, concerns about data security–and the cost and effort to migrate data to the […]

SWPP Annual Conference is being held on April 23 – 25 at the Omni Nashville Hotel in Nashville, TN. Whether you’re a workforce management veteran or new to the industry, SWPP has over 60 sessions across all skill levels. We’re looking forward to exhibiting at the conference and showcasing our latest version of Calabrio ONE. […]

Modern contact centers use gaming science and psychology to increase agent productivity while reinforcing positive behaviors. This “gamification” incents and recognizes agents, motivating them to meet or exceed expectations by completing specific objectives and outpacing their peers. But gamification’s ultimate goal is a customer-oriented one: superior experiences that result in more satisfied and longer-term customers. […]

No one ever said working in retail was easy. There are long hours, narrow margins, heavy competition and the threat of loss at every turn. You spend most of the year in the red, hoping for a big holiday season, and sometimes it doesn’t happen. Succeeding in retail is tough, and these days it’s even […]

Could your contact centre use a spring refresh? We’ll be in beautiful Warwickshire at The Forum’s Customer Strategy and Planning conference 8 & 9 April sharing ways that contact centres can reinvigorate their customer experience. We’re excited to be showcasing the new look of customer experience intelligence with our newly redesigned analytics-fueled Calabrio ONE suite. […]

Competition in the insurance industry is fierce. With providers vying to win and retain customers at a dizzying pace, many standard business practices fly in the face of these efforts, doing irreparable damage to the relationships with these hard-won accounts.  According to Xpertdoc,1 nearly all insurance customers who reach out to a carrier via telephone are […]