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Making the move to cloud in contact centers: 3 key questions to ask

As economies recover following the Coronavirus Pandemic cloud-based contact centers will become standard – that’s the verdict of over 300 contact center professionals when asked about the future of their industry. Even before anyone had heard of COVID-19, the shift was happening but the acute pressures of managing virtualized home-working teams while meeting rising customer […]

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Continuing Momentum: Calabrio Wins CUSTOMER Workforce Optimization Innovation Awards for Full WFO Suite and Speech Analytics

2020 was a time of great change for the contact center. Agents began hosting their frontline communications with customers from home offices – fundamentally shifting how the workforce operates – and many companies finally recognized that new strategies were needed to address their customers’ needs at the forefront. To better meet the challenges stemming from […]

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CX Empowerment, Part 4: Cloud Gives Customers the Service Experience They Want—Anywhere, Anytime

In the first three blogs of our four-part “CX Empowerment” series, I explained: why we at Calabrio now believe cloud and cloud-powered workforce management (WFM) are the only right choices for all customer service organizations; how only cloud enables customer experience (CX) managers to lead in a better, brand-new way; and how only cloud empowers […]

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CX Empowerment, Part 3: Cloud Empowers Agents to Deliver a Better Customer Experience from Anywhere

In our first two blogs of this four-part “CX Empowerment” series, I explained why we at Calabrio now believe cloud and cloud-powered workforce management (WFM) are the only right choices for all customer service organizations, and how only cloud enables customer experience (CX) managers to lead in a better, brand-new way . Managers, however, aren’t […]

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CX Empowerment, Part 2: Cloud Empowers Managers to Lead in a Better, Brand-New Way

Last week, I referred to Calabrio as —a “first-to-cloud and cloud-first” company. No longer “cloud-agnostic,” we at Calabrio believe cloud is the better, more strategic choice for all customer service organizations. In fact, we went so far as to say cloud and cloud-powered workforce management (WFM) are the only right choice. This statement is particularly […]

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CX Empowerment, Part 1: Cloud-Powered Contact Centers Do It Better

We all have a new normal right now—one bound to persist in some form even after we return to our regular lives. And that’s true for contact centers as well. For nearly a year, customer service organizations have dealt with unexpected, increased demands for customer experience (CX) flexibility and agility. These temporary demands have evolved […]

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Empower the workforce with a smarter approach to WEM

The pandemic has shifted the world of work and elevated the importance of agility in contact centers to meet the moment – whatever that moment may be. Right now, it’s working from home (WFH) which presents significant challenges for many, and addressing these challenges successfully is critical at a time when customer expectations are also […]

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What does it mean to be resilient in 2021?

With the devastating loss of lives and livelihoods, it’s strange to hear prognosticators speak of “opportunities in the New Normal.” But history tells us it’s true. If you want your organization to lead in the New Normal — or the Next Normal or whatever the recovery period is called — what are some steps you […]

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